VMware, a provider of multi-cloud services for all apps, is announcing a series of upgrades to its digital employee experience (DEX) solution that will ultimately increase its presence as a unified approach toward empowering IT teams’ productivity while reducing cost drains. These enhancements—including the general availability of DEX for third party managed devices, DEX for VMware Horizon, AI-driven Guided Root Cause Analysis (RCA), and the expansion of Workspace ONE ITSM Connector for ServiceNow—propel VMware’s mission to supply holistic, effective employee experiences that transform workplace efficiency and engagement.
The launch of DEX for third party managed devices unifies employee experience measurements across endpoints from third parties, expanding the flexibility of customer deployment, according to the vendor. The entirety of the DEX offering is now available for Windows devices managed by third party solutions.
Addressing the world of virtual applications and desktops, DEEM is now available for VMware Horizon, enabling users to measure end user experiences occurring in these spaces. Any changes to the employee experience score will automatically alert IT, driving fast remediation of issues for users leveraging the Horizon platform.
“VMware IT has been using DEX to shift to a more proactive, data-driven IT approach,” said Pam Cocca, vice president of IT colleague experience and technology at VMware. “Not only has this saved engineering hours in resolving issues faster and at scale, but it has created colleague confidence in our IT organization. Using DEEM for Insights and proactive support, VMware IT has realized, on average, a 35% reduction in mean time to resolution of support issues over the past six months. This saves valuable IT time and returns employees to productivity quicker.”
The general availability of VMware’s Guided RCA brings a proactive approach to IT, according to the vendor. By leveraging AI, the solution identifies the likely root cause of an issue, paired with a confidence score, ultimately mitigating extensive drains on time and effort during issue identification and evaluation.
“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, senior vice president and general manager of end-user computing at 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.”
The Workspace ONE ITSM Connector for ServiceNow extends VMware’s shift-left approach to use cases within service desk teams, optimizing troubleshooting and issue resolution that arise due to employee experience issues. Amplifying the ITSM Connector with capabilities 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 enables service desk teams to remediate experience issues more efficiently and effectively.
To learn more about VMware’s series of DEX announcements, please visit https://www.vmware.com/.