As a component of the Digital End-user Experience (DEX) product, IT installs this software on end-user devices to monitor applications, networks, and devices proactively. The software helps detect issues before they result in downtime, provides a qualitative and quantitative score to measure users' experience, and helps take action to improve employee productivity.

In the past, IT organizations were only able to respond to employee issues reactively, usually after employees had submitted an incident ticket. This challenge has been 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 the employee devices with a focus on everything that makes up the experience. This covers things like 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 the employee with self-service resources and higher levels of support. IT can use it to notify the employee about outages and other important announcements or the employee can perform their own network tests and other diagnostics.