0
5.1.3
Australia, Zurich Patch 1, Zurich, Yokohama Patch 1, Yokohama
Standalone Application
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
Fixed:
- Offline Monitoring: Continue collecting endpoint telemetry during network outages and automatically sync queued metrics when connectivity is restored.
- Incident Work Notes Integration: Automatically add DEX work note to incident with deep links to DEX device health, DEX application health, when any of the following fields are updated (Configuration Item, Service, Service Offering).
- CMDB population with enhanced discovery: Running processes are now reconciled directly into the cmdb_running_process table without creating unnecessary Application CIs. Running process data no longer creates Application Shell CIs in cmdb_ci_appl, and the system uses targeted reconciliation instead of the full ADM pipeline to keep your application inventory focused on actual software installations. This results in a cleaner CMDB with less clutter, better performance for instances with high process activity, and clearer separation between process telemetry and installed software inventory.
- Updated remedial action: Perform disk clean up remedial action has been renamed to Disk cleanup for low disk space on device health page.
- DEX policies for Windows and mac OS: These DEX policies are now split into multiple policies to optimise the performance of the device or the application that is monitored.
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