This Thursday, 21 March 2024, I was fortunate to join an incredibly informative session focused on the latest ServiceNow’s Washington release updates. The session covered IT Operations Management, DEX, Cloud Accelerate, and more. Cloud Accelerate deserves its own article, but today, let’s unpack DEX and see what it’s all about.
DEX: Transforming the Way We Work
DEX stands for “Digital Employee Experience.” It’s all about shaking up how we interact with our work tech, especially if we work remotely often. ServiceNow aims to catch and fix those pesky tech problems before they slow us down. Think apps freezing, dodgy devices, and all that frustrating stuff.
DEX is about reimagining how employees interact with technology at work, especially as more of us work remotely or in hybrid setups. Think of DEX as the key to preventing frustrating tech issues and giving us the power to complete our jobs smoothly.
Why Does DEX Matter?
Our work lives rely on digital tools more than ever before. From communication to data analysis, speedy and reliable tech is crucial. When things slow down, or worse, break down completely, it doesn’t just affect our work; it impacts the experience customers have with our company, too!
DEX ensures that our digital work environments are fast, user-friendly, and dependable. Picture a world where employees can get their work done without constant tech hiccups that boost productivity, morale, and the overall experience for everyone.
The Benefits of a Positive DEX
Let’s break down the good stuff we get from a great DEX:
- Engagement & Retention: Happy employees are more likely to stick around. DEX shows your team you’re invested in making their work lives more manageable.
- Productivity & Performance: Good tools + easy-to-use systems = empowered and efficient employees delivering top-notch work.
- Less Downtime: DEX can help prevent problems before they become significant disruptions by monitoring the health of our devices and work apps.
- Learning & Development: A strong DEX means access to training, resources, and opportunities to keep growing those skills.
- Remote & Hybrid Support: The digital experience IS the work experience for many of us now. DEX ensures everyone feels connected and has the tools they need, no matter where they are.
Building a Stellar DEX: The Blueprint
Okay, so how do we make this happen? Here’s the plan:
- Understand Your Employees: How do different teams use their tech throughout the day? What are their pain points? This information will help you tailor DEX for maximum impact.
- Set Smart Goals: What do you want DEX to achieve? Better engagement? Faster issue resolution? Clear goals (KPIs) keep you on track.
- Prioritise User-Friendliness: If tools are confusing, they won’t get used. Think like your everyday app user – make it intuitive!
- Personalise When Possible: Different roles have different tech needs. A little tailoring goes a long way.
- Feedback is King: Surveys, usage data, and open communication with your team tell you what’s working and what isn’t.
- Training & Support: Great tools are wasted if people don’t know how to use them. Make training resources a priority.
Key Components of DEX
- Desktop Assistant App: This app can be installed on employees’ devices. It provides a one-stop solution for employees to access various resources and services. It includes smart notifications, knowledge base articles, network tests, and diagnostic tools. It helps employees troubleshoot issues with their devices.
- Application and Device Health: This is a dashboard for IT support and help desk teams. It offers insights into application and device health across the user computing landscape. It includes real-time usage data, with Chrome and Microsoft Edge support through browser extensions. It features agent-less communication, enabling broad endpoint coverage.
Features Introduced in August 2023
- Desktop Assistant includes system activity tracking, virtual agent notifications, and a search bar.
- Application and Device Health: Featured user tables with new health dashboards, network dashboards, login dashboards, and Microsoft Edge extension.
- Enhancements for Geo-location Information: For devices and custom queries to collect specific user and device data.
Subsequent Updates
- Integration with ITSM: Direct access to DEX from the Service Operations Workspace.
- User Dashboard Updates: Consolidate user information, including incidents and battery dashboards.
- Login and User Profile Viewing: For Windows devices in the Access Dashboard.
- App Metrics Aggregation: Performance monitoring for installed and SaaS applications over selected periods.
Desktop Assistant Enhancements
- Usage Metrics Dashboard: Replaces the previous dashboard and integrates with the Service Operations Workspace.
- Incident Channel Source Integration: Desktop Assistant is now a recognized incident source in ServiceNow.
- Single Line Installation Commands for Windows: Simplified installation and uninstallation commands, including a universal build for uncertain architectures.
Software Asset Management Integration
- Utilises usage per day and last accessed metrics from DEX for web applications.
Licensing and Availability
- As of August 2023, DEX was in a controlled release and available to a limited number of customers. General availability (GA) was expected soon after, but the call didn’t provide specific dates or timelines.
Final Thoughts
DEX is shaping up to be an awe-inspiring way to keep our work tech running smoothly, with a focus on being proactive instead of just reacting when things go wrong. Tying it right into ServiceNow’s other IT tools could make a difference for both employees and the IT teams trying to support us!