The ServiceNow solution for Digital Employee Experience is called Digital End-User Experience (DEX) and is now available on the ServiceNow Store. It was launched at our Knowledge 24 event this week.

Read more about this important new product below. The store links are here:

• Desktop Assistant
• Application and Device Health

The product documentation is on the docs.servicenow.com web site and the ServiceNow.com page for DEX is here.

About DEX

Create comprehensive last-mile visibility, proactively resolve experience issues

Your business depends on digital technology to fuel productivity and innovation. But simply introducing an ever-expanding range of digital services isn't enough. You need to deliver great digital experiences that make it easy for employees to access and use these services. That means getting the last mile right—dependable, responsive devices, reliable wireless networks, and client software that doesn't crash or grind to a halt. And with your business using more and more SaaS applications, you have to make sure that these are behaving as well.

And that's where the problem lies. If you're responsible for the digital experience in your business, you need visibility of this last mile—the true experience seen through the consumer lens. However, many organizations don't have this visibility. Instead, they have to rely on what their employees are telling them, which just doesn't work. Why? The vast majority of experience issues go unreported. When was the last time you raised an incident because your Zoom client crashed? And when an issue is reported, there's no easy way of knowing whether it's a widespread problem or a one-off. Worse still, you're left scrambling to address experience issues that are already affecting your business, rather than proactively improving the digital experience and preventing issues.

Get comprehensive experience insights with ServiceNow

ServiceNow’s approach to the Digital Employee Experience (DEX) lets you see what your employees are really experiencing without them having to tell you. By monitoring the digital experience directly on end-user devices (Windows and MacOS including virtual), it gives you deep insights into how applications and devices are performing. You can easily spot trends (for example, increasing Wi-Fi issues in specific locations or apps that are starting to crash) and take action before they become crises. You can also proactively identify device issues, such as sluggish laptops or devices with poor battery health, and take appropriate remedial steps to resolve them—for instance, by planning refreshes for devices with reduced battery life.

With DEX, you get insights into every aspect of the digital experience with a growing library of metrics. Because DEX has direct visibility of the experience on end-user devices, it provides a deep and wide set of metrics and other critical information.

DEX Components

Desktop Assistant

The Desktop Assistant seamlessly connects the employee with resources for self-service and higher levels of support. The employee can do their own network tests and other diagnostics. The Desktop Assistant also provides easy access to catalogs, the ServiceNow Employee Center and other useful self-help actions such as using Virtual Agent.

Application and Device Health

Perhaps the greatest value of ServiceNow’s DEX solution is the ability to leverage new information alongside the breadth of data already available within ServiceNow. Application and Device Health comes with a new Dashboard in the Service Operations Workspace with a live drill-down into hot spots.

This seamlessly connects with IT Service Management and gives insights of use to other roles too.

Digital End-User Experience is a standalone product that is licensed independently of other products and is available now.