Digital employee experience (DEX) technology has become essential as it
not only enables organizations with the tools needed to provide great
employee experiences, but also empowers IT teams to work more
efficiently, yielding tangible cost savings. But present DEX solutions
are fragmented and require multiple technology platforms and vendors to
measure, analyze, deliver, and remediate workplace experiences. A
unified approach is needed, and today, VMware, Inc. 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, senior vice president and
general manager, 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."
Scalable Platform Supports a Diverse Set of Use Cases
VMware progresses its DEX solution by unifying employee experience
measurement across all endpoints, whether physical or virtual and VMware
or 3rd party managed. Today, 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 today 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.
A Comprehensive DEX Approach Allows IT to Remediate More Issues and "Shift Left"
Organizations cannot achieve a seamless employee experience without also
controlling experience delivery and issues remediation. Today, VMware
offers the only comprehensive 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.
When experience issues arise, service desk teams are the first line of
support for employees. 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.
Today, 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.
"Our business runs on 200,000-plus smartphones and tablets deployed for
our corporate users and frontline workers, visiting all citizens in
France and through our distribution network (17,000 point-of-sale),"
said Olivier Bombe, Head of Digital Workspace, Groupe La Poste. "With an
integrated approach provided by VMware Workspace ONE, we give our IT
and service desk teams visibility into issues impacting employee
productivity, simplified troubleshooting, and automated remediation. Our
service desk is empowered to improve Service Level Agreement for
issues, and this has resulted in savings in engineering hours."
Tangible ROI through Data-Driven Experience Management
IT teams are expected to manage more with less resources than ever
before. 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. Recently, a VMware
customer experiencing a pervasive laptop crash was able to identify the
root cause using Guided RCA. Working with their application teams, the
customer was able to resolve the issue quickly, saving them hundreds of
engineering hours in lost productivity troubleshooting.
"VMware IT has been using DEX to shift to a more proactive, data-driven
IT approach," said Pam Cocca, vice president, IT Colleague Experience
and Technology, 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, 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."