0
3.2.3
Zurich, Yokohama Patch 1, Yokohama, Xanadu Patch 4, 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 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.
- 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
- Gain deeper visibility into performance with enhanced metrics analysis and non-persistent Virtual Desktop infrastructures (VDIs) monitoring, including device, application, and web page insights for faster troubleshooting.
- Use the Metrics analyzer to view metrics collected for a given device or application during a specific period.
- Monitor non-persistent VDIs with Digital End-User Experience (DEX) to track performance issues and troubleshoot efficiently.
- Gain insights into Zoom call quality and Zoom rooms performance across your organization with DEX for Zoom.
- Empower service desk agents to diagnose and resolve incidents on DEX monitored devices quickly and efficiently by using the DEX issue diagnosis and resolution agentic AI workflow.
- Enable service desk agents to diagnose and resolve issues on DEX monitored devices directly from the Investigation tab in incident records within the Service Operations Workspace.
New
- Using the DEX Metrics analyzer, explore and analyze various metrics for Configuration Items (CIs) through selecting metrics by application, device, location, and OS.
- Set up monitoring of non-persistent VDIs to identify performance issues and to troubleshoot.
- Monitor a Web application performance at a specific page level and view the collected metrics in the Metrics analyzer.
- Service desk agents can use the DEX diagnosis and resolution agentic AI workflow to resolve issues on DEX monitored devices through a structured process that includes diagnosis of the cause, a resolution plan with actionable steps, and documenting the resolution in the incident record.
- Service desk agents can diagnose and resolve common issues on DEX monitored devices from the Investigation tab in incident records within the Service Operations Workspace. View the health status of the device and related metrics, review the suggested resolutions, and execute remedial actions or follow self-help instructions to resolve the incident. Monitor the status of actions after they’re completed.
- DEX Desktop Assistant administrators can customize the theme for Desktop Assistant by modifying specific CSS variables. You can also customize the logo, add hyperlink cards, and map these cards to sections on the home page.
- Admins can view detailed metrics for Zoom calls made by users assigned to this device or who logged in within the past 15 days. The metrics include call quality, network performances, and call details enabling faster troubleshooting and improved end-user experience visibility.
- Using DEX for Zoom, admins can monitor Zoom Room performance across their organization, view issues in each room, and analyze root causes to promote consistent meeting experiences.
- DEX administrators can now manage all types of proactive rules (both metric and configuration-based) within a unified interface, streamlining rule management across the DEX system.
- The DEX base system includes the following new remedial actions:
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- Add a registry key (Windows)
- Clear Google Chrome browsing data (macOS and Windows)
- Clear Recycle Bin (macOS and Windows)
- Configure device power scheme (macOS and Windows)
- Delete Network Drive (Windows)
- Delete a file (Windows)
- Elevate temporary admin access (macOS and Windows)
- Map Network Drive (Windows)
- Modify USB storage access: Execute (Windows)
- Modify USB storage access: Read (Windows)
- Modify USB storage access: Write (Windows)
- Modify a registry key value (Windows)
- Remediate Zscaler connectivity (macOS and Windows)
- Repair corrupt Outlook files (macOS and Windows)
- Reset Google Chrome browser settings (macOS and Windows)
- Restart Audio Services (Windows)
- Restart Microsoft OneDrive (macOS and Windows)
- Restart Microsoft Outlook (Windows)
- Updated the Clear application cache remedial action to enable selecting the Microsoft Teams application, helping improve Teams performance.
Changed
By default, the Desktop Assistant home page now has two sections: My resources and Quick links. My resources includes Device health check and Network test cards, while Quick links includes Employee Center and Outages cards.
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_dex_gen_ai
- 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