good morning good afternoon good evening I'm harsh Kumar product lead ad servicenow and today I will cover digital end user experience product in short Dex digital end user experience is a product that it deploys on the Indus devices to monitor applications Network and the device it is a product that helps it to proactively detect issues and remediate before it causes downtime and impact employee productivity it organizations are reactive in nature and Dax will help them being proactive with that being said in today's call I will talk about the the challenges the problem statements and show you the solution of digital end user experience so the key challenge that every RIT organization face is poor employee experience the only way that they could understand an employee issue is when an employee complains about that particular issue by raising an incident ticket and also employees are using SAS apps different cloud services and it doesn't have visibility into those cloud services or SAS apps because it is not the one who is deploying it or maintaining it on their cloud it's someone who is basically managing and maintaining it so giving getting that visibility is really difficult for it to know what are the issues that the employees are facing in the first place because these are related to SAS apps and web apps moreover employees don't even complain about their problems employees would basically you know restart an app or restart their machine to make it work and it on the other side is not even aware of the issue that the employees of facing it doesn't have any visibility into the issues that employees have or the experiences that the employees are facing it is always focused on delivering the services to employ and 80 as has never been focused on how those services are being used by employees and Dex will change that now the key problem statement that digital end user experience product is solving is providing that visibility giving that visibility to it on all the issues that the employees are facing number two is it as being more reactive is they wait for an employee to complain employee to report an issue and then take actions based on that we want the it to be proactive we want to change the status quo of how the it operates currently the third is lack of empathy it has been ignoring how the employees interact with it and let's say for me for an example I'm I work at servicenow and for me to raise an incident is basically I need to go to OCTA I need to do two-step verification then I basically go to employ portal then I search for the catalog and then I fill the form and submit I made total of seven to eight clicks just to raise one simple request now how can I make it very simple for employees with just two clicks they could raise a request now bringing that empathy of how employees interact with it and how we can Elevate the end user experience from the it perspective is really critical and Dax will change that now there are two products under digital end user experience product speed one is the desktop assistant the second product is application and device health product now the desktop assistant product is mainly catered for employees mainly for helping employees to troubleshoot mainly helping employees to get notified and helping employees to do self-service right now application and device health is mainly catered towards it personas mainly the the workplace enablement support tests service desk up desk operations all these personas basically use the data that we collect from the end user devices it can be application health information or device health information when I say health it is more of monitoring metrics that we collect and all those data that will be used for analysis and getting insights into what's up what are the issues that the employees are facing and basically taking actions out of it so there are two products as I mentioned one is the desktop assistant and the application and devices of the products these two products are clubbed in into the digital end user experience product Suite now let me talk a little bit more about desktop assistant desktop assistant product is as I mentioned it is Catered towards employees helping them getting notified helping them troubleshooting helping them for the self-service this product is built as a framework where a customer can deploy this product on both Windows and Mac operating system and this product can be customized end-to-end even the logo can be customized even the icons can be customized even the cards can be customized now again this Pro particular product is a supports saml integration or you know you don't have to give another credentials to your employees to log in or use this product they can basically log in or use this product with their employee portal credentials moving on is to towards the application device health product this product is mainly focused towards giving the the metrics the the live metadata from those respective devices back to servicenows this can be monitoring data monitoring uh installed application or monitoring a SAS application or monitoring the device itself or monitoring the network all these constitutes the application and device health it's it constitutes of different framework components which includes agent client collector which is a unified agent and also it constitutes off the the Chrome plugin and in future we will have a support even for the Microsoft hedge browser again all these constitutes the framework and also there are a number of use cases that we will be able to solve with the application on device Health Products now moving on to the metrics that that application and device held product this is core this is core and critical for for you you guys to understand how this is how this is built and what data that we collect from their respective application and the device and the config data so as you can see from this particular screen we collect different metrics we collect golden metrics we don't we don't want to collect all the metrics thousands of metrics that is available it will basically make the system slow or the end user device slow we want to collect golden metrics which are really critical for the business and reach are really indicators of the performance stability and adoption so from the SAS application metrics that we collect we collect response time page load time DNS lookup time page views session time all those SAS application metrics which are collected every five minutes now the installed application metrics are also collected every five minutes so let's say you define it as a Zoom app or Microsoft teams we will collect CPU usage memory usage crash rate restarts rate installed last access time total usage and so on so forth device metrics are collected every 60 minutes because these metrics you know quite often change but again you don't need to be collected every five minutes so device metrics we collected every 60 Minutes like CPU usage memory usage and you can change it to five minutes as well but again we don't want to impact the performance of the end user device we collected every um you know 60 minutes and you can collect it on demand as well when you go to that particular device page now the device config data is basically the cmdb data like the cmdb data typically customers collect this every seven days some customers collect this every 24 hours to two days and so on so forth again customers can customize the the policies like how often they want to collect this config data on the config data we collect install software running processes OS version and all that information from that particular device now it's not just about collection it's about taking actions on the data that you that we collect now let's say an employee complains that he doesn't have access to the SharePoint or he doesn't have access to Office 365 which is a sales application now you could basically run HTTP test or ping test on that Office 365 directly from servicenow from that device right so you could know that really the employee what does what he's complaining about is really an issue on his device then you could do let's say an employee complaints that is Wi-Fi is slow or is having a an issue with this wi-fi you could basically check RSSI value and also you could do simple Network test now let's say an employee comes you know complains that hey this battery is running out of juice and is basic basically is laptop's battery is is last for two hours so you could basically check for power consumption battery health and so on so forth so these are diagnostic actions where when you go to a doctor you basically doctor tells you to take an x-ray it's quite similar you will basically take an x-ray of that particular device using diagnostic actions Then followed by remedial actions where poster diagnostic you want to prescribe something right so your doctor basically prescribes you a pill or action stick right so again remedial actions are basically focused on restarting a device or restarting killing a service killing a process or removing DNS cache or removing browser cache and so on so forth again these actions that we're going to build we're going to ship more and more actions as we move forward but these actions will be available to you in the May release of of Dex now moving forward is I want to show you the eye level architecture of how this is going to look like and you will find the detailed architecture in our documentation and I'm going to share that in this on the site as well so again from the eye level standpoint you'll see how Dex basically collects the data so customer needs to deploy agent client collector once the customer has deployed Asian client collector they will gonna watch list those applications that they would like us to Monitor and we will start monitoring those application and we'll bring in Golden metrics to servicenow and servicenow will basically analyze those respective metrics and we will build dashboards and give insights and followed by we will have list of actions playbooks and so on so forth for you to for customers to take actions and automate um using decks so this is the eye level solution overview with that I want to basically start with the demo again demo will be covered in a different video but again this is the introduction um you know video that I wanted to cover and again um any questions feel free to reach out to me um thank you