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.