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.
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 analyse zoom issues,
- GPU UI and performance.
- Boot time metrics UI and AI skill for analysis.
DEX Application and Device Health Release notes:
New Features
Custom Reports
Added the ability to save reports with full backend persistence and a frontend save modal/popup flow.
Added ability to open saved reports — system populates the query from saved tables, opens the query view in closed state, displays current results, and highlights the active report in the left navigation.
Added ability to name and rename custom reports for easier identification and management.
Insights
Introduced a new Event Report sourced from DEX event log monitoring data, providing operational visibility into event activity.
Sudo Banner
Sudo banner validation now supports a command exclusion list — if a customer is not using a specific tool (e.g., JAMF), the corresponding sudo banner is no longer shown.
Agent Dependency
Updated all existing policies to use the DB view in filter conditions, improving query efficiency and consistency across agent dependency checks.
Updates
- Fixed a "no content available" flash that appeared before the query builder page fully loaded.
- Resolved data mismatch between Metric Analyzer and the Performance page.
- Fixed automation test failures in the DEX Wizard flow within the self-remediation framework.
- Static location details are now correctly available for SaaS aggregate Clotho metrics.
- Addressed query builder defects in Clotho and applied review-driven enhancements.
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