Resolve issues proactively with DEX Proactive Resolution
Use ServiceNow, Inc. Digital End-User Experience (DEX) to detect and resolve device and application issues before users report them, reducing disruptions and improving the end-user experience.
DEX supports two proactive resolution strategies depending on how quickly an issue must be addressed:
Real-time proactive resolution
Detect and remediate device and application issues using metric rules, alerts, and automated or manual remediation actions. Address time-sensitive issues such as device crashes, high disk usage, or application crashes.
Non-real-time proactive resolution
Monitor and remediate conditions that require periodic data review, such as system compliance, battery health, system performance, and DEX Score trends.
Detection and remediation methods
Each proactive resolution strategy uses different detection and remediation methods. The following table summarizes the options available in each strategy.
| Strategy | Detection | Remediation |
|---|---|---|
| Real-time (metric-based) | Metric rules that generate alerts when a threshold is breached | Automated actions defined in the metric rule, or manual bulk actions from the alert |
| Real-time (auto-correction scripts) | Check definitions wrapped in policies, run at a defined frequency | Scripts that detect and correct conditions automatically, including when the device is offline |
| Non-real-time | Reports, dashboards, and scheduled jobs that query aggregated data tables | Custom flows, scheduled jobs, or bulk actions from insight reports |
Other DEX resolution methods
Proactive resolution is a way DEX helps you resolve device and application issues. Based on the role and the workflow, you can use the following methods, many of which work together with the real-time and non-real-time strategies.
Custom insights reports and bulk remediation
Identify a population of devices that meet a condition and remediate them as a group. See Create an insights report, Trigger bulk remediation from Insights, and DEX remedial actions for more details.
Metric Analyzer
Investigate device and application metrics interactively when no metric rule has been authored yet. See View collected metrics with Metrics analyzer and DEX remedial actions for more details.