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
DEX Dashboard Enhancements
- Enhanced DEX Dashboard experience with improved visibility into device health, application health, and user experience metrics.
- Simplified navigation and faster access to operational insights, helping administrators identify and address issues more efficiently.
Installed Application Monitoring
- Expanded monitoring capabilities for installed applications across managed endpoints.
- Improved visibility into application inventory, health, and adoption trends to support proactive management and troubleshooting.
End-User Device Monitoring
- Enhanced device monitoring experience with deeper endpoint health insights.
- Improved observability into device performance, stability, and user experience metrics to help IT teams detect issues earlier.
SaaS and Web Application Monitoring
- Added enhanced monitoring for SaaS and web-based applications.
- Provides improved visibility into application availability, responsiveness, and end-user experience across critical business applications.
CMDB Population with Enhanced Discovery
- Improved discovery and CMDB population capabilities to increase asset accuracy and completeness.
- Enhanced identification and mapping of endpoint and application data to support operational workflows and reporting.
Software Inventory and Usage
- Expanded software inventory management with improved tracking of installed software and usage patterns.
- Enables better visibility into software adoption, optimization opportunities, and compliance reporting.
ITSM Investigate Integration
- New integrations and experiences within ITSM Investigate to accelerate root cause analysis and issue resolution.
- Provides contextual insights that help support teams quickly correlate signals and identify remediation paths.
Metric Rules for Alert Generation
- Introduced configurable metric-based rules for alert generation.
- Allows customers to define thresholds and monitoring criteria that align with their operational requirements and service objectives.
Zoom AI Analysis
- Added AI-powered analysis capabilities for Zoom-related issues.
- Helps administrators identify trends, root causes, and actionable recommendations for meeting and collaboration experience problems.
GPU Performance and User Experience Enhancements
- New GPU-focused user interface and performance monitoring capabilities.
- Provides greater visibility into GPU utilization, health, and performance characteristics across managed devices.
Boot Time Analytics and AI-Powered Insights
- Enhanced boot time metrics and reporting experiences.
- Added AI-powered analysis capabilities to help identify boot performance bottlenecks and provide actionable recommendations for optimization.
Business Value
This release continues to strengthen Digital Employee Experience observability through improved device monitoring, application intelligence, AI-driven analytics, CMDB enrichment, and proactive issue detection, enabling IT teams to reduce resolution times and improve employee productivity.
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