VMware is launching four new enhancements to its digital employee experience (DEX) solution designed to strengthen its vision for a comprehensive, unified DEX solution. The enhancements include the general availability of DEX for third-party managed devices, DEX for VMware Horizon, AI-driven Guided RCA and the intent to expand Workspace ONE ITSM Connecter for ServiceNow support of available remediation actions.
The Palto Alto, Calif.-based tech firm says the innovations are designed to advance the company’s commitment to deliver the “only holistic DEX solution” that increases productivity, provides faster issue remediation and enables higher employee engagement.
According to VMware, the general Availability of Digital Employee Experience Management (DEEM) for Windows devices managed by third-party solutions makes VMware’s entire DEX offering available for those devices. This includes customers that have standardized on other management solutions, giving them more flexibility in how they deploy and grow their DEX solution.
VMware also announced that DEEM is also generally available for VMware Horizon, allowing customers to measure and analyze end-user experiences using Horizon virtual apps and eskt4ops to bring 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, the company says.
VMware is also extending the same experience data that IT views in Workspace ONE into ServiceNow via VMware’s ITSM Connector and is adding experience scoring, and 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, the company says.
VMware also announced Guided Root Cause Analysis (RCA) and Automation to enable a proactive approach to IT with AI-driven insights to help manage more with less.
According to VMware, Guided RCA is designed to give IT professionals immediate visibility into issues impacting employee productivity 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, the company says.
“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.”
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