ManageEngine adds DEX tools to cut IT tickets & boost uptime

ManageEngine has added digital employee experience (DEX) capabilities to its Endpoint Central unified endpoint management and security platform.

The new capabilities aim to enable IT teams to proactively identify and resolve issues affecting employee productivity, reducing the reliance on user-submitted support tickets and minimising business disruptions. This development aligns with increasingly complex workplace technology environments and the need for smooth device and application performance.

The company cited findings from the 2024 Gartner Digital Worker Survey, which indicated that nearly 90 per cent of employees agree the digital technology supplied by their organisations allows them to accomplish work tasks efficiently. Despite this, many technology issues, such as slow boot processes, application failures, or delayed logins can go unnoticed until they become severe enough to impede operations. Traditionally, these issues only come to the attention of IT staff after end users submit support requests, which can make them more challenging and expensive to address.

"Hybrid work has made the digital experience a defining factor in employee productivity and retention," said Chirag Mehta, Vice President and Principal Analyst at Constellation Research. "Buyers are seeking integrated visibility and automation that enable IT teams to transition from reactive support to proactive engagement."

The recent rollout of DEX features extends Endpoint Central's ability to turn device telemetry data into usable insights for experience management. The platform now brings together monitoring, diagnostics and automated remediation in one tool, offering organisations the ability to address and resolve common device and application issues more efficiently and without the need for several stand-alone solutions.

ManageEngine highlighted several core aspects of the DEX update. The platform now continuously monitors indicators such as CPU usage spikes, high memory consumption, and disk issues to help spot early signs of friction. Additionally, it can analyse the causes of performance problems, such as deteriorating hardware or resource-intensive applications, allowing faster troubleshooting.

The DEX enhancements also include prioritised alerts and remediation workflows. Endpoint Central is now able to rank issues by their severity and offers the option for one-click or automated repair processes through a built-in action library or custom workflows. Another key feature is experience scoring, which allows IT teams to benchmark device and application performance against organisational baselines and track remediation effectiveness over time.

ManageEngine has stated it will expand predictive analytics and self-healing options in future updates, as well as increasing the integration of contextual artificial intelligence across its telemetry and workflows. Additional enhancements are planned to strengthen proactive controls and ensure the system remains compatible with evolving workplace requirements.

"Our North Star is autonomous endpoint management delivered through a unified platform that proactively ensures all endpoints adhere to policies, maintain optimal performance, and remain secure – with IT intervention required only by exception," said Mathivanan Venkatachalam, Vice President of ManageEngine. "We have already consolidated management, security, and experience capabilities within our platform, and we continue to expand its scope with every release. DEX management is one of the core pillars that brings us closer to this vision."

The new DEX capabilities are available as DEX Manager Plus, a stand-alone SaaS product, or as an add-on for existing Endpoint Central deployments. These solutions are accessible globally and have been developed for organisations of all sizes, from small and midsize operations to large enterprises and global system integrators.

DEX Manager Plus is a cloud-based offering intended to provide IT teams with real-time monitoring, diagnostics and automated remediation for endpoint performance issues. According to ManageEngine, the goal is to reduce the volume of support tickets by proactively addressing issues, while also improving productivity and enhancing the user experience across hybrid workplaces.

Endpoint Central manages modern workplaces across various device types and operating systems. With a single agent approach, the platform supports device lifecycle management, as well as security capabilities such as attack surface management, threat detection and response, and compliance monitoring. Its proactive analytics and self-service options are designed to limit downtime and improve end-user satisfaction.