0
4.0.0
Australia, Zurich, Yokohama Patch 1, Yokohama, Xanadu Patch 4, Xanadu Patch 1
Standalone Application
As a component of the Digital End-user Experience (DEX) product, IT installs this software on end-user devices to monitor applications, networks, and devices proactively. The software helps detect issues before they result in downtime, provides a qualitative and quantitative score to measure users' experience, and helps take action to improve employee productivity.
In the past, IT organizations were only able to respond to employee issues reactively, usually after employees had submitted an incident ticket. This challenge has been 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 the employee devices with a focus on everything that makes up the experience. This covers things like 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 the employee with self-service resources and higher levels of support. IT can use it to notify the employee about outages and other important announcements or the employee 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.
Changed
- Intune Integration
- New RA action Intune Sync to Device
- Application version cardinality
- Few Metrics: System Disk available (for both macOS and Windows)
- JSON Flattening: used in Query Builder
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- Pending Updates
- Logins
- User Profiles
- Memory
- Stability
New
- Enable service desk agents to view and manage the top 10 CPU and memory-consuming processes in the Investigation tab of incident records. Automated snapshots every 30 minutes help you identify processes causing device issues, improving service desk productivity.
- View device boot time metrics to assess system startup health and identify potential issues.
- View GPU (Graphics Processing Unit) utilization metrics to gain deeper visibility into device performance.
- Apply remedial actions to multiple devices at once directly from the Insights page to resolve issues faster with bulk remediation.
- Monitor system-level events from Windows and macOS devices to gain deeper insight into device health and stability. Configure events of interest and capture event data directly in ServiceNow to support incident investigation and proactive service desk operations.
- Monitor application performance by application version to accelerate incident resolution and improve deployment quality. This capability supports the Service desk agent in faster root cause analysis and data-driven deployment decisions.
- Use the new remedial action Sync device to Intune, included with the DEX base system.
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