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 analyse zoom issues,
- GPU UI and performance.
- Boot time metrics UI and AI skill for analysis.
- Fixed
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- Fixed an issue where Metric Rule alerts generated under the count condition displayed an incorrect impacted user and configuration item. Alerts now resolve and surface the correct user and CI context.
- Fixed broken URL redirection on the Advanced setting page, which previously pointed to an invalid ServiceNow documentation link. The link now resolves to the correct documentation target.
- Restored column filtering on the device list modal and search in the Action Library, both of which had stopped responding. Admins and IT agents can again filter device lists and search remedial actions.
- Fixed Insights Device List filter persistence so applied filters are cleared when a new page is opened. Users no longer see stale filter conditions carry across pages.
- Added input validation on the value field of the Query Builder page so invalid entries are caught at edit time. Users now receive clear error feedback instead of silent failures downstream.
- Added missing translations across multiple pages where strings had been displaying in English regardless of session language. Non-English users now see consistent localized labels.
- Fixed the Create Remedial Action page so that selecting Map to an existing Remedial Action now lists actions for all operating systems instead of only Windows. Admins can map across platforms without a workaround.
- Renamed the Application Devices list column heading from Name to Device to better describe its contents. The label change improves clarity for IT agents triaging devices.
- Fixed inconsistent invocation of the Zoom call diagnostic data collector tool by AI Agents during call quality investigations. The tool now runs reliably whenever Zoom diagnostics are needed.
- Resolved a DEX Investigate display bug where no data appeared when CPU or memory usage was a decimal value below one percent. Sub-one-percent usage values now render correctly in investigate views.
- Fixed DEX Investigate so it no longer reports metrics as unavailable when battery health status is Unknown. Investigate now surfaces available metrics for devices in this state.
- Localized hardcoded Yes and No strings in Proactive Engagement that previously appeared in English for all locales. These values now translate based on the user's session language.
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