As part of the Digital End-user Experience (DEX) product, IT installs this software on end-user devices to proactively monitor applications, networks, and devices. The software helps detect issues before they lead to downtime, provides a qualitative and quantitative score to measure user experience, and helps take action to improve employee productivity.
In the past, IT organizations responded to employee issues reactively, usually after employees had submitted an incident ticket. This challenge was compounded by the growing use of SaaS solutions, where IT had even less insight into the employee experience. ServiceNow Digital End-user Experience extends technology supervision to employee devices and focuses on every part of the experience. This covers such SaaS apps like Office 360, installed apps like Zoom, and the functionality of the device itself (e.g., Windows or macOS laptops).
The DEX product suite includes Desktop Assistant, which seamlessly connects employees with self-service resources and higher levels of support. Using Desktop Assistant, IT can notify employees about outages and other important announcements, or employees can perform their own network tests and other diagnostics.
Changed
- DEX Dashboard
- Installed Application Monitoring
- End-User Device Monitoring
- SaaS/Web Application Monitoring
- CMDB Population with Enhanced Discovery
- Software Inventory and Usage
- ITSM Investigate
- Metric Rules for Alert Generation
- Zoom AI to analyze zoom issues
- GPU UI and performance
- Boot time metrics UI and AI skill for analysis
New
- You can now use remedial actions to start or stop a Windows service, clear the system cache, and reset the print spooler.
- You can now run remedial actions from Flow Designer. Each action runs only when the device is online and the action applies to it.
- Metric rules and event rules are now rate limited per rule on the device. This prevents a single noisy rule from flooding the instance with alerts or events.
- A new extension point for metric rule events gives admins more control over how events are evaluated before alerts are triggered.
Changed
- The Devices page now includes a link to DEX dashboard, so users with multiple roles can reach the DEX homepage faster. Users with the Service Desk User role don't see the link.
- Metric rule evaluation now uses a sliding time window. This reduces duplicate alerts for the same ongoing condition.
- The Diagnose view in Device Health Check now explains why a category shows a Poor or Average status with no pending actions. It tells users that their IT team is reviewing additional metrics.
Fixed
- Fixed an issue that could prevent you from saving applications on the Application Management page after you deleted another application.
- Fixed an issue where a metric rule with a clear condition could stop metric evaluation for all rules on a device. Now only the affected rule is impacted.
- Fixed an issue where you could add a URL for monitoring from DEX Administration even when Agent Client Collector for Visibility already monitored that URL. This caused duplicate monitoring.
- Improved the load time of View Devices under System Time on the Insights tab.
- Updated the out-of-box application definitions to reflect a changed Microsoft URL. Executable validation now continues to work as expected.
- Network health checks now report latency, jitter, and packet loss on networks that block ping (ICMP) traffic. Previously, these checks reported a failure.
- Improved the stability of Zscaler status checks and ZPA tunnel reconnection during Zscaler Client Connector installation or upgrade. These actions now pause during installation or upgrade, and unrecognized Zscaler statuses are no longer reported as disconnected.
- Issue configurations of the Device Action type now appear in the self-service experience wherever device actions are available.
Not applicable for this application version.
Required plugins and products
- sn_acc_vis_content
- sn_itom_cloud_svc
- sn_itom_licensing
- sn_sow_itom_cont
- sn_dex_content
- sn_dex_desktop
- sn_dex_self_serv
- sn_dex_score
- sn_dex_ms365
- sn_dex_zoom
- sn_invest_fwk
- sn_node_map
- sn_pren
- sn_cimaf
- sn_playbook_exp
- com.glide.fenix
- com.snc.clotho
- com.glideapp.itom.snac
- com.snc.itom.license
- com.itom.jutils