VMware is announcing four unique enhancements to further its comprehensive DEX solution: the general availability of DEX for 3rd party managed devices, DEX for VMware Horizon, AI-driven Guided RCA, as well as the intent to expand Workspace ONE ITSM Connector for ServiceNow support of available remediation actions.

These innovations combine to advance VMware’s commitment to deliver the only holistic DEX solution, which helps to increase productivity and provide faster issue remediation, enabling higher employee engagement.

“Organizations across industries are struggling to keep up with the increased IT incidents and growing employee turnover rates as they navigate the new challenges brought on by hybrid work. Successful organizations must prioritize technology that enables IT teams with the right tools to not only resolve issues faster, but prevent them from happening in the future,” said Shankar Iyer, SVP and GM, End-User Computing, VMware. “VMware’s comprehensive DEX solution uses automation to enable IT teams with data-driven insights that enable improved efficiency and great experiences for employees.”

VMware progresses its DEX solution by unifying employee experience measurement across all endpoints, whether physical or virtual and VMware or 3rd party managed. VMware announced that its Digital Employee Experience Management (DEEM) solution is now generally available for Windows devices managed by 3rd party solutions. With this update, VMware’s entire DEX offering, including Intelligent Hub, DEEM, and Assist, is now available for these devices. Even if a customer has standardized on other management solutions, this capability provides customers with more flexibility in how they deploy and grow their DEX solution.

For customers ready to extend measurement to virtual apps and desktops, VMware announced that DEEM is also generally available for VMware Horizon. Customers can measure and analyze end-user experiences using Horizon virtual apps and desktops, bringing together network performance, log on time, and VM performance. If the experience score for Horizon changes, IT will be proactively alerted with automated notifications, enabling teams to more efficiently resolve issues impacting employee productivity using the Horizon platform for work.

Organizations cannot achieve a seamless employee experience without also controlling experience delivery and issues remediation. VMware a solution that creates a closed loop cycle that allows IT to shift left, leveraging holistic experience data to proactively resolve issues and continuously improve employee experiences. With the VMware Workspace ONE award-winning unified endpoint management capabilities, customers have access to the broadest scope of remediation capabilities available today.

By extending the same experience data that IT views in Workspace ONE into ServiceNow via VMware’s ITSM Connector, service desk teams can troubleshoot and resolve issues more efficiently. VMware unveils further innovations to ITSM Connector including experience scoring, an expanded set of unified endpoint management actions, and the ability to trigger workflows created by IT teams in VMware Freestyle Orchestrator. By leveraging experience scores, the service desk can proactively resolve other potential issues impacting a user before it escalates and hinders workflow. These expanded remediation actions and workflows will continue to help decrease the time required to troubleshoot and resolve each issue.

VMware’s DEX offerings empower IT through Insights, Guided Root Cause Analysis (RCA), and Automation, enabling a proactive approach to IT. With AI-driven insights, IT organizations have immediate visibility into issues that are impacting employee productivity by using statistical machine learning models to automatically detect and score anomalies in experience. Guided RCA, now generally available, uses AI to identify the likely root cause of an issue with an associated confidence score. This helps reduce the time and effort required to identify the problem source. With integrated automation workflows, the appropriate remediation actions can be taken moving forward, scaling issue resolution and proactive employee notification.