Omnissa launches DEX Playbooks to boost help desk efficiency

Omnissa, a global leader in Unified Endpoint Management (UEM) with Workspace ONE UEM, was named a Leader in the 2025 Gartner® Magic Quadrant™ for DEX Management Tools. Omnissa DEX is an AI-driven solution that helps organizations increase revenue and employee productivity while reducing expenses and decreasing risk. 

Gartner’s recognition validates our continued leadership and innovation in unifying endpoint management, security, and digital employee experience (DEX) through our Omnissa platform. They specifically called out our broad platform support, deep integration ecosystem, ability to remediate at scale, our Omni AI Assistant and more; read more here and download the report. 

But as a leader in this space, Omnissa does not rest on success. We continue to innovate and set new standards for what DEX solutions should be. With our latest release, we are proud to announce that Omnissa DEX customers now have access to Playbooks. 

What are DEX Playbooks? 

Playbooks are customizable, pre-built troubleshooting guides that can help technical support personnel work through common device problems and help IT personnel monitor higher-level activities like app rollouts or software updates. Think of them as digital experts designed to ensure quick and thorough investigations and resolutions. And while expert systems have been around for a long time, making valuable tribal knowledge consistently actionable for every worker, they have generally existed separate from products like DEX and ITSM. And the best part? Playbooks are included with the Omnissa DEX solution at no additional charge.

Omnissa Playbooks are advanced far beyond simple static instructional walk-throughs. To start with, images and videos can be embedded into the guides to help clarify critical points. But more importantly, Playbooks are dynamically plugged into DEX, providing key investigative data at each step to dramatically increase efficiency and precision.  For instance, if a particular step requires a battery health check, a look at CPU usage, or boot times; that data is displayed on the same screen. Similarly, technicians are empowered to take direct actions like running Quickflows directly from the UI so they won’t have to hunt the capability down outside the Playbook. 

Playbooks are dynamic investigations designed to troubleshoot common device problems. 

Creating playbooks 

DEX customers can build new Playbooks from the ground up for problems they see regularly, using a menu of widgets, but they can get off to a faster start by taking advantage of the customizable out-of-the-box Playbooks provided with the package. 

Customers can build their own Playbooks using widgets. 

While Playbooks are now generally available for all DEX customers, they have been in use on a limited basis for quite some time.  Early adopter customers have been using Playbooks to troubleshoot app crashes, OS crashes and device refreshes, among many other things, for several months. All that experience has enabled the creation of customizable out-of-the-box Playbooks that can provide value on day one for DEX customers. A template library makes several Playbooks available now, with more being added all the time.

The future of Playbooks 

Now that you know the current state of Playbooks, we can reveal possibly the most exciting part. The future of Playbooks lies in AI. Soon, Playbooks will be integrated with our Omni AI agent, which will revolutionize the troubleshooting process. When launched, Omni will follow the steps in the Playbook and suggest actions that can be taken with a single click, with the eventual goal of total automation. These capabilities are currently in development, though we cannot provide timeframes at this time. Stay tuned for exciting future announcements around Playbooks and all things employee experience.