Proactive ITSM with DEX: A Breather and an Opportunity for IT Admins
Turning a flood of tickets into actionable insights and sustainable, low-stress, fully documented solutions while creating new opportunities for growth. Before the first user clicks in frustration or the first ticket pops up, IT admins already know where things are going wrong and have a solution ready.
Proactive ITSM with DEX – Short & Sweet
- Identify IT issues early with DEX instead of reacting to tickets
- DEX data integrates seamlessly with existing ITSM systems and workflows
- Admins get relief and save time with DEX-powered ITSM automation
- User-centric IT services boost satisfaction
- Time and efficiency gains enable IT to become a strategic business partner
This is exactly what happens when ITSM tools and Digital Employee Experience (DEX) work together. Instead of constantly putting out fires, IT admins are preventing the sparks in the first place. Sound like science fiction? It’s a current reality made possible by combining ITSM software and DEX endpoint monitoring.
Where Traditional ITSM Processes Fall Short
ITSM tools are the heart of IT operations. They ensure that tickets are recorded, categorized, prioritized, and processed. Whether it’s a hardware failure, a software crash
or user requests, there would be chaos without ITSM processes.
But even the best ITSM systems have a fundamental problem -- they only kick in when something has already gone wrong. On the other hand, Digital Employee Experience
(DEX) solutions offer a crucial shift in perspective. Instead of merely reacting to incidents, IT teams can use DEX to monitor endpoints and gain deep, real-time insights into
actual end-user experiences.
DEX continuously observes and analyzes factors such as:
- Boot times
- App performance
- Network disruptions
- Blue screens
- Software behavior
Like a smoke detector, DEX serves as a powerful early warning system that alerts you to indicators of both new and potential endpoint performance problems often before users notice and submit a ticket. That makes it the perfect complement to current ITSM systems for a new, proactive approach to IT management and support.
How Does Proactive ITSM with DEX Help Prevent Tickets?
Most IT departments optimize ITSM processes to handle tickets as efficiently as possible. But every ticket ultimately means lost time for both the end user and the support
team.
Proactive ITSM with DEX is a game changer because it opens up entirely new dimensions for optimizing IT performance and user satisfaction. For example,
when DEX detects a troubling pattern in endpoint performance after a software update, the IT team can automatically initiate corrective measures before users report a
problem. For issues such as an application that crashes repeatedly, IT teams can use the data that DEX provides to quickly perform a root cause analysis. Those are the
types of actionable insights that IT admins can use to solve endpoint performance issues at their source instead of addressing problems reactively ticket by ticket.
The result?
- Fewer tickets
- Fewer escalations
- Less frustration
Users notice how improved endpoint performance and reliability enables them to work more productively. Or they may see how quickly IT solves problems when they do occur. IT and support teams also -- finally -- gain time for planning and strategic tasks instead of constantly working in “firefighting mode.”
Master Proactive IT with DEX & UEM
Discover how combining Digital Employee Experience (DEX) and Unified Endpoint Management (UEM) helps reduce tickets, optimize IT services, and sustainably improve employee satisfaction. Our
free Best Practice Guide provides actionable tips, real-world examples, and ready-to-use strategies.
Get the free guide here
Proactive ITSM with DEX: Easy Integration
A common initial objection to DEX among IT teams is: “Another tool? Another dashboard?” However, modern DEX data and insights can be easily integrated into existing ITSM systems. DEX data is contextualized so it can be embedded within ITSM tickets, workflows, and dashboards that IT already uses.
More Than Monitoring: What Happens After DEX Counts Too
Many people think of numbers and measurements when they hear about boot times, software crashes, network problems and other data that DEX captures. But the true value lies
in connecting that data with ITSM processes.
In addition to objective endpoint data, DEX solutions like baramundi perform2work also
continuously collect users’ subjective feedback. Even vague user comments like, “My PC is slow today,” or “This app crashes frequently”, can provide valuable insights that
enable IT teams to examine and fix issues even before a ticket has been created.
Even better, DEX data can be used to generate a proactive ticket in the ITSM system that includes all relevant details, a root cause analysis, and even a
proposed work instruction. Instead of IT reacting to problems that have already occurred, DEX can prompt support to take preventative steps that are documented to ITIL standards with what
was done, or, what needs to be done and why.
DEX creates a clear trail from the first user reports of a problem to analysis and resolution. This improves the IT team’s operational speed while adding strategic depth
with a knowledge base that drives long-term improvements.
Conclusion: Why Companies Should Integrate ITSM with DEX Now
Companies that combine ITSM tools with DEX gain a decisive competitive advantage by creating an IT environment that is more efficient and more resilient. Especially with
skilled labor shortages, rising user expectations and complex hybrid work environments, proactive IT tools, systems and strategies are not merely good to have, they’re a necessity.
Proactive ITSM with DEX turns the IT department from a reactive “problem solver” into an essential business enabler and strategic partner that helps
growth. IT ensures that employees can work productively, that digital processes run smoothly, and that user frustration doesn’t rise in the first place.
Proactive ITSM with DEX means:
- Higher employee satisfaction
- Less downtime
- Clearly measurable business benefits
DEX and ITSM software are not an either-or decision rather, they’re perfectly complementary solutions that enable a new standard of quality for IT operations that surpasses
traditional reactive support models.
The most significant benefit is not just in faster resolution, but in preventing problems altogether and getting IT out of the firefighting business. That’s what
makes DEX such a game-changer. With DEX, IT departments can overcome challenges such as staffing shortages and IT admin burnout while gaining the time and resources they need to
advance strategic projects, support innovation and help drive growth.
