welcome let's take a quick tour of the main features of the digital end user experience solution also known as Dex from service now Dex extends all the capability you have in the service now platform with features that help to improve the technology experience of employees it does this by helping them to make the most of the devices and applications that they use every day to do their work the goal is for employees to be able to resolve technology issues quickly and efficiently by themselves and when they can't resolve an issue then to enable them to get help as easily as possible Dex also helps technology and workplace teams when they are working on device issues or to provide insights and information to support their activities around improving apps services and devices the demo is going to show decks from three perspectives the first is that of the employee the second is an IT service analyst working on the service desk and the last example will be a workplace engineer our employee storm is finding that his laptop is generally very slow he opens the Dex desktop assistant and clicks on device health to get some quick information about the device it seems to be showing typical CPU usage so storm clicks on memory and doesn't see anything unusual there either next he runs a network speed test and this network speed is normal too sometimes these types of checks will be enough to identify a problem but in this case it didn't help so storm wants to reach out to it sometimes employees just reboot their machine or restart apps but because Dex makes it easy to work with it it's more likely that storm is willing to continue to investigate the problem if the company has service now virtual agent then storm could open it directly from desktop assistance using the icon at the top in this case he's going to the employee portal through the employee Center where storm has many choices for investigating and engaging storm chooses the chat option which is also using virtual agent with all the power of generative Ai and now assist at its disposal storm uses natural language to ask about the slow laptop issue and virtual agent offers some troubleshooting steps ba suggests freeing up some dis space storm knows dis space is not the issue and says no it didn't help then storm says yes to trying some other checks ba thinks about it and uses decks to check for memory usage by processes in real time VA also suggests killing some processes and providing a link to an article on how to do this we can imagine that very often this kind of focused and specific help will resolve the employees problem but in our demo storm is going to say no this didn't help it's still the same VA offers to try some final checks which storm accepts and this time VA suggests a reboot as the laptop has not been restarted in a long time storm has some important work going on right now now and doesn't want to reboot and ask to have someone look into the issue VA uses all the gathered information to raise an incident and the conversation ends at this point in the demo we're going to switch to lakmi laki is the service analyst who's been assigned to Storm's issue here you can see lakmi in the service operations workspace this is a great example of how we can leverage the entire Knowledge Graph spanning all the data in service now to help people like Lakme to do their best work Lakme clicks on the incident that's come from storm and checks the activity logs and sees everything storm has tried with the virtual agent so far including the full conversation with everything St storm has tried lme can check the incident details in the details Tab and next we're going to go to the investigation tab we Lai can see the data about the utilization gathered by Dex and sees that these thresholds have been exceeded lme has an idea about the solution so it's ready to chat with storm so clicks on the collaborate icon and starts a sidebar discussion let's flip back to see how this looks for storm the conversation comes up and storm says hi let's go back to lxme who enters a suggested plan for storm so on storm screen we see the suggestion which is to end some Focus processes H that sounds familiar anyway storm says that's okay and go ahead laxi sees this and responds that processes will end and goes to the investigation tab here laxi selects the Chrome process and selects end process the key Point here is that laxi can take an action directly while in communication with the employee or within service now and all in a few clicks to complete the action Laxmi opens the Playbook confirms that the user has approved the action and ends the process let's go back to the details the remediation action has completed so we go back to collaboration and send a message that the issue should be resolved now storm responds that this has worked Laxmi posts the final comments on the incident and it's closed so we've shown how in one process we help the employee to try to resolve an issue by themselves and then we make it easy to involve the service desk if they need more help the service desk agent gets all the information they need and can interact with the employee and their machine to get the issue resolved let's finish with one other use case this time we're going to imperson a third person Kellen who's our workspace engineer Kellen is interested in the end user experience from a more broad perspective Kellen can see all the users and information active users devices geographic location alert summaries Etc Kellen opens the deck admin area to manage how applications are monitored Kellen wants to add an application to the monitoring Kellen selects to manage applications and looks down to choose Meo we'll switch on monitoring and save this configuration now we're monitoring three applications for our employees let's start with a look at an example of an application installed on the device the Zoom app there's a lot of great information here perhaps we want to see the list of users in this app okay this could come in handy let's go back to the applications and this time look at a SAS application ADP again we have details from the service side like incidents and from Dex monitoring that has provided the performance data again we can look at which users are using this application which you can also look at some Trend information from decks and other sources all of this can be useful in understanding how to prioritize activities or what apps may need some attention from the workspace team next we're going to take a device View and we'll select a specific machine this one this think station here you can see the richness of the information that we can collect it might be of interest for example to know that the firewall is disabled on this device we're going to drill into application metrics which gives us another view of the application data but now it's from the perspective of this one machine a great level of detail for investigating application problems from an employees perspective the workplace engineer is getting insights into application performance and even into issues that the employee decided not to report to anyone from here we can also switch to looking at Zoom apption metrics too there's a lot more that we could do to explore but I'd like to finish up by pointing out that we get a lot of Hardware information too you can see that we have multiple categories of device metrics so let's look at device performance information again Dex provides unique insights that will help those responsible for laptops to be more proactive in understanding how the systems are performing from the employee perspective and how these machines are really being used that concludes this demonstration we're rapidly expanding the features and content available in Dex with releases every 3 months in the service now store so check back often to see the latest Innovation thank you for watching