Digital End-User Experience release notes
Summarize
Summary of Digital End-User Experience Yokohama Release Notes
The ServiceNow® Digital End-User Experience (DEX) solution is a cloud-based tool designed to provide IT teams with comprehensive visibility and monitoring capabilities for user applications, networks, and devices. The Yokohama release enhances DEX by introducing new reporting, monitoring, and self-service features that help IT proactively manage device health, application performance, and network conditions, while improving the overall digital employee experience.
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Key Features
- System Compliance Reporting: Monitor device adherence to application and policy compliance rules, helping identify vulnerabilities and ensure security and regulatory standards.
- System Performance Monitoring: Track critical device metrics such as CPU usage, memory consumption, disk activity, and I/O speeds to assess device performance and its impact on system health.
- Device Health Self-Service: Enable end users to perform on-demand health checks on their devices, diagnose issues, and apply recommended resolutions or remedial actions via Device health check in DEX Self-service.
- Advanced Network Monitoring: Visualize network performance metrics including jitter, latency, packet loss, connection stability, and path hops to quickly identify bottlenecks and optimize user application network experience.
- Expanded Device Metrics: Gain insights into additional device-level and application metrics such as memory usage, system time, energy consumption, page file size, Windows registry keys, power plans, and executable file management.
- Microsoft Configuration Manager Integration: View client health metrics from MCM within the DEX environment.
- Digital Experience Score Dashboard: Consolidate quantitative and qualitative data—health metrics, user sentiment, and service experience—to provide an overall score reflecting the digital experience of applications and devices used by employees.
- Proactive Engagement: Deliver self-help instructions and notifications to users via Desktop Assistant, email, and Virtual Agent, with new use cases such as Wi-Fi issues, device/app crashes, and third-party application connectivity problems.
- User Interface Enhancements: Improved usability and navigation within the DEX interface for a better user experience.
Practical Implications for ServiceNow Customers
With Yokohama, ServiceNow customers can:
- Proactively monitor and enforce device compliance and security policies across their organization.
- Identify and troubleshoot device and application performance issues to reduce downtime and improve employee productivity.
- Empower end users with self-service capabilities to check and remediate device problems independently.
- Gain real-time insights into network health affecting application performance, enabling faster root cause analysis.
- Leverage the Digital Experience Score to prioritize IT efforts based on comprehensive digital experience data.
- Engage end users proactively with targeted notifications and guidance to resolve common issues before they impact work.
Upgrade and Activation Notes
- To upgrade DEX Desktop Assistant, install the latest version in your instance and reinstall it locally with admin rights even if already up to date.
- Digital Experience Score is supported starting in Yokohama; customers using Xanadu must disable the DEX Score feature if it is visible.
- DEX is available via the ServiceNow Store; customers must request installation from there.
- Enable the DEX browser extension to monitor web and SaaS applications.
Integration with Related ServiceNow Applications
- Service Desk agents can view device metrics directly within incident workflows.
- Now Assist for ITSM enhances productivity through generative AI in Desktop Assistant.
- ITSM Virtual Agent scales IT support for complex requests and incidents.
- ITSM Success Dashboard provides leadership with performance insights based on ServiceNow AI Platform KPIs.
The ServiceNow® Digital End-User Experience (DEX) solution is a cloud-based tool providing IT with comprehensive visibility and monitoring for user applications, networks, and devices. The DEX suite includes Application and Device Health, which helps IT resolve device and application issues proactively, and Desktop Assistant, which provides easy access to self-service options. Digital End-User Experience was enhanced and updated in the Yokohama release.
Digital End-User Experience highlights for the Yokohama release
- Monitor whether the devices across your organization are adhering to the established application and policy metric compliance rules using the System compliance report.
- Identify high-performance devices and learn the correlation between your device performance and overall system health by monitoring critical metrics, such as CPU usage, in the System performance report.
- Monitor the multiple facets of the end-user network performance, including connection details, connection stability and path metrics, and application network hops.
- Manage what DEX metrics are collected for a DEX agent policy, turn off collection of a metric, or change the frequency for a metric collection.
- Set up file management to track and manage executable files on your organization devices.
- Track and manage the Windows registry keys configured for monitoring on your organization devices.
- View client health metrics with the Microsoft Configuration Manager (MCM) application.
- Track the impacted device details from the Service Operations Workspace landing page. You can also track the details of all the impacted users and impacted devices from the active alerts.
- Determine the device location based on the pre-defined custom logic.
- Diagnose and resolve device issues using the Device health check capability provided by Digital End-user Experience Self-service.
- Track the digital experience scores of the applications and devices that your employees use with the Digital Experience Score dashboard.
- The Proactive Engagement application is integrated as part of the DEX suite of applications and is installed along with DEX.
See Digital End-User Experience for more information.
- Digital Experience Score is supported from the Yokohama release onward. If you see the Digital Experience Score dashboard in Xanadu, you must disable the DEX Score feature. For more information, see the Disable DEX Score Feature in Xanadu article [KB2224330] in the Now Support Knowledge Base.
- Digital End-User Experience is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
Important information for upgrading Digital End-User Experience to Yokohama
- Install the latest version of the Desktop Assistant in your instance.
- With admin rights, reinstall the Desktop Assistant on your local machine even if you have the latest version.
New in the Yokohama release
- Manage your system compliance report
- Identify vulnerabilities and keep end-user devices secure and efficient by confirming that they meet security policies and regulatory standards. The Compliance report provides a comprehensive view of how well the end-user devices are adhering to the security measures of your organization.
- Monitor system performance
- Identify high-performance devices by monitoring critical metrics, such as CPU usage, memory consumption, disk activity, and input/output (IO) reading and writing speeds. Monitoring system performance provides information about how device performance impacts overall system health.
- Check your device's health
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Digital End-user Experience Self-service (DEX Self-service) enables you to check the performance of your device using a Device health check. You can check the device health on demand and resolve the issues detected by DEX by leveraging the recommended resolutions for the issues. The resolutions can either be remedial actions (that you can trigger via a button), self-help instructions, or URL. You can also use Device actions which can be triggered even when no issues are detected on the device. These actions enable you to maintain good performance of the devices and applications
- Monitor your user apps network
- Monitor the advanced metrics like jitter, latency, and packet loss with a visual representation of network hops. These metrics provide real-time insights into network performance, helping to identify bottlenecks and areas for optimization quickly.
- Additional device metrics
- Get insights into device health and performance using the newly added device-level and application metrics. These metrics include memory usage, system time, energy consumption, and page file size. They're available in the
following pages under Device health or Advanced app metrics:
- Operating system
- System compliance metrics
- Windows power plan
- File management
- Windows registry
- Microsoft Configuration Manager (MCM) application
- Application freeze
- Digital Experience Score
- Measure and consolidate both quantitative and qualitative data to gain a holistic view of the digital employee experience. The Digital Experience Score dashboard (DEX Score) provides data-driven insights to improve your employees' digital experience.
DEX Score compiles health metrics scores, user sentiment scores, and service experience scores for applications and devices to calculate the overall digital experience score.
Access device lists based on individual device or application health metric scores. Review the list to identify devices with scores below the average for each metric.
- Proactive Engagement
- Inform employees by providing any self-help instructions or notifications by Desktop Assistant and email as the two new notification channels along with the existing Virtual Agent option.
Explore what Proactive Engagement has to offer with new use cases as part of the base system. The new use cases include poor Wi-Fi connectivity, device crash, app crash, app freeze, Jamf execution, and disconnected Zscaler.
User criteria help in grouping the users based on certain conditions. You can set the user criteria settings through Proactive Engagement.
Depending on the remedial action chosen from the list while creating a new metric rule, specific input parameters can be configured with advanced settings that will fetch a static input.
UI changes
- DEX UI enhancements
- Several user interface improvements have been made to help enhance usability and make navigation more intuitive, leading to a better overall user experience.
Activation information
Install Digital End-User Experience by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Browser requirements
Enable the DEX browser extension for monitoring Web applications to collect various operational or performance-based metrics on your system. For more information, see Enable DEX browser extension for monitoring web/SaaS applications.
Localization information
Localization is applicable to DEX in all languages supported by the ServiceNow AI Platform.