Proactive issue resolution with DEX

concept brazil Updated Sep 10, 2026 2 min read resolve-issues-proactively-dex.md

Digital End-User Experience (DEX) detects and resolves device and application issues before users report them, which reduces disruptions for employees.

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 Creating 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 Creating DEX remedial actions for more details.

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---
title: Proactive issue resolution with DEX
description: Digital End-User Experience \(DEX\) detects and resolves device and application issues before users report them, which reduces disruptions for employees.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/it-operations-management/digital-end-user-experience-dex/resolve-issues-proactively-dex.html
release: brazil
product: Digital End-User Experience \(DEX\)
classification: digital-end-user-experience-dex
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Solve issues, Digital End-User Experience, IT Operations Management]
---

# Proactive issue resolution with DEX

Digital End-User Experience \(DEX\) detects and resolves device and application issues before users report them, which reduces disruptions for employees.

DEX supports two proactive resolution strategies depending on how quickly an issue must be addressed:

-   [Real-time proactive resolution](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-operations-management/digital-end-user-experience-dex/proactive-resolution-real-time.md)

    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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-operations-management/digital-end-user-experience-dex/proactive-resolution-non-real-time.md)

    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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-operations-management/digital-end-user-experience-dex/create-insights-report.md), [Trigger bulk remediation from Insights](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-operations-management/digital-end-user-experience-dex/trigger-bulk-remediation-insights.md), and [Creating DEX remedial actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-operations-management/digital-end-user-experience-dex/dex-remedial-actions.md) 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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-operations-management/digital-end-user-experience-dex/view-dex-metrics.md) and [Creating DEX remedial actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-operations-management/digital-end-user-experience-dex/dex-remedial-actions.md) for more details.