Digital Employee Experience Empowered by Proactive IT

Traditional campus IT often operates reactively: a student or faculty member experiences a device failure or app crash, submits a ticket, and waits. This friction disrupts teaching, delays administrative work, and frustrates users. By leveraging AI-driven observability and Digital Employee Experience (DEX) tools, educational institutions can shift to a proactive IT model. This session explores how capturing continuous telemetry across the entire device fleet—Windows, macOS, mobile, and virtual—enables IT to detect, diagnose, and remediate issues before users even report them. We will discuss how to measure device health, application performance, and network stability, translating that data into actionable insights. Attendees will learn how to implement automated remediations for common issues, freeing up help desk capacity for strategic initiatives. We will share a framework for establishing baseline experience scores and demonstrate how data-informed decision-making can optimize hardware refresh cycles and software licensing. Ultimately, this session provides a blueprint for using continuous observability to empower the workforce, boost productivity, and ensure a highly secure, seamless digital environment for learning and work.