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
DEX Application and Device Health
- Changed
- The Windows system-metrics check used by the DEX Windows Device Metrics and Windows Non-Persistent VDI Device Metrics policies has been split into separate check instances so the processing load is distributed more evenly. Previously the combined check could exceed its time-out, which stopped the flow of device-metrics data on affected devices; splitting it keeps device-metrics collection running.
- Fixed
- Fixed an issue where Windows registry monitoring failed to collect data for keys under the HKEY_CURRENT_USER hive. Monitoring now works correctly across both HKEY_LOCAL_MACHINE and HKEY_CURRENT_USER registry paths.
- Resolved a DEX-P001 PowerShell error caused by a Windows security event-log query returning empty output due to a query compatibility issue, which had produced an incorrect Last Access Time. This issue has now been corrected.
DEX Content Playbook
- New
- New “kill zombie/orphan process” remedial action for Windows and macOS endpoints. When an application has zombie or orphaned processes, the remedial action can be triggered to terminate them, preventing stale processes from impacting device health monitoring.
- Fixed
- Security fixes.
DEX for Zoom
- Fixed
- In the Zoom Rooms “by issue count” view, rooms are now counted correctly when multiple issues share the same name. Previously the count could show no value or only the most recent record instead of the aggregated total across rooms for the selected date range.
DEX Self-Service
- Fixed
- Fixed error message when no metric data is present
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