0
3.1.1
Zurich, Yokohama Patch 1, Yokohama, Xanadu Patch 1, Washington DC Patch 1, Vancouver Patch 6
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 in order to detect issues before they result in downtime, provide a qualitative and quantitative score to measure users' experiences, and help 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 has even less insight into the employee experience. ServiceNow Digital End-user Experience extends technology supervision to the devices that employees use 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 Mac laptops).
DEX product suite includes Desktop Assistant, which seamlessly connects the employee with resources for self-service and higher levels of support. IT can use it to notify the employee about outages or other important announcements or the employee can perform their own network tests and other diagnostics.
- 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
Highlights
- Assess your organization's Green IT maturity with actionable insights to identify improvement areas and reduce unnecessary energy consumption and costs. You can see real time energy consumption metrics on the ESG dashboard.
- Track and analyze call performance for a particular user in Microsoft Teams with DEX for Microsoft 365.
- View the consolidated alerts related to devices and applications in the Alerts section of the Device health page.
- View the new DEX landing page, which includes an updated Devices world map and an enhanced Impacted devices card.
- View real-time data for alerts, change requests, and incidents that are impacting a device in the Device events section of the Device health page.
- Create a remedial action from a check definition, or link an existing remedial action to a check definition.
- Execute a remedial action for a DEX alert on multiple impacted devices simultaneously.
- Manage device and application configurations and monitor key DEX components in the new DEX Administration workspace.
New
- Assign ITIL-related roles to DEX user
Exercise tighter control over the role management system and role delegation. Control who has access to Express list, Alerts, and Incident records now that the ITIL-related roles have been removed from the dex_user or dex_engineer roles.
- Monitor Microsoft Teams call quality
View detailed metrics for the Microsoft Teams calls of a particular user, including call quality, network metrics, and session data, with DEX for Microsoft 365.
- Access the Create Remedial Action page from the DEX Administration workspace. DEX admins can create a remedial action or link an existing remedial action to a check definition.
- To enhance the end-user experience, you can also run a remedial action on multiple impacted devices at once. The bulk remedial action can be accessed from the Alerts section.
- Device health page
View real-time data from the past 24 hours for alerts, change requests, and incidents impacting a device in the Device events Timeline chart on the Device health page.
UI changes
- Coral theme
Coral is now the default theme for the new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.
- Enhancements to the Web and installed apps monitoring setup
Map a DEX application to an existing service in the Service (cmdb_service_offering) or Service Instance (cmdb_service_auto) tables.
- Administration cards
Manage the DEX device and application configurations efficiently with the new DEX Administration workspace.
- Track experience scores of an individual application, Track experience scores of an individual device group
The Suboptimal devices column has been updated in the following pages:
- Application health metrics section of the Application experience overview page.
- Device health metrics section of the Device group page.
The column now displays links to device lists that have average or poor metric scores, replacing the previous device count.
Changed in this release
- The device view is now optimized and segregated into two tabs based on the user persona. The All devices tab is for DEX operators, and the Devices by ACC status tab is for DEX operators and DEX admins.
- The application performance tab in the Device page has been enhanced. Filter performance for installed apps and web apps by date and time, and view the performance metrics for the last seven days.
- Access the performance page to view the performance and details of both installed and web applications.
- Filter the active devices to view only the devices that were active in the last five minutes.
The world map in the Devices section on the DEX landing page now shows the devices list instead of users list. The Impacted devices card now shows the count of impacted users based on the alerts of both the devices and the applications running on that device.
The user link now redirects to Users page in the Service Operations Workspace.
View alerts for both your device and its applications in the Alerts section of the Devices page.
Removed in this release
- Removed the Impacted users and Active users cards from the landing page.
- Removed the Users page.
- Removed the Users list page.
- Removed the Users and Devices filters from the Devices page.
Required plugins and products
- sn_acc_vis_content
- com.snc.clotho
- com.glide.fenix
- com.sn_itom_cloud_svc
- com.glideapp.itom.snac
- com.snc.itom.license
- sn_sow_itom_cont
- sn_dex_content
- sn_dex_desktop
- sn_reacf
- sn_cimaf