The Citrix ITSM Adapter service is a cloud-enabled service that, when installed in a ServiceNow instance, provides an easy way to seamlessly integrate ServiceNow capabilities with your Citrix environments. With the Citrix ITSM Adapter for ServiceNow, you can:
- Experience intelligent automation of employee self-services
- Simplify the provisioning and de-provisioning of your Citrix resources
- Access a centralized dashboard where you can monitor alerts and notifications and decide which incidents to follow up on
With this integration, you’ll be able to save valuable time spent by your IT team on manual and one-off processes by automating mundane work, as well as help empower end users to stay productive. By improving the IT management of Citrix services while enhancing the user experience, everyone gets more time to focus on the strategic priorities that matter most.
Over the past few months, the Citrix ITSM team has delivered many new features and enhancements through the 21.12.1 and 22.3.0 releases. For a complete list of what we’ve introduced in the past several releases, please visit our product documentation.
In this blog post, we will highlight some of the key enhancements we’ve introduced with the Citrix ITSM Adapter for ServiceNow service. Let’s take a look at some of these releases in more detail.
Access Multiple Citrix Cloud Accounts from a Single ServiceNow Instance
We’ve made it easier for our Citrix customers who manage multiple environments in Citrix Cloud, but have only one ServiceNow production instance. With the Citrix ITSM Adapter service 22.3.0 release, admins can access and monitor multiple Citrix environments, all from a single ServiceNow instance.
Now, when an end user queries a session, the ITSM service will have access to all managed Citrix environments, each with a unique Customer ID.
And, as shown in the image below, when you go to manage the published desktops and applications or check alerts and notifications, you can see from which Customer ID the activity is coming.
New Dashboard for Monitoring Events from Citrix ADM
A big part of our efforts in our latest release was to create a truly unified alert and notification experience. Now, you can find a centralized and intuitive Citrix Application Delivery Management (ADM) event dashboard, titled ADM Events, that aggregates alert messages from various Citrix components into ServiceNow.
This dashboard acts as a single source of truth that enables you to view critical alerts and notifications for Citrix Virtual Apps and Desktops, Citrix Cloud, and events in Citrix ADM. With this new dashboard, you can monitor for significant events that could create risk for your organization and even prevent future ones from a single location.
Enhanced Integration with the ServiceNow Virtual Agent
Our ServiceNow Virtual Agent integration builds upon the existing Citrix ITSM plug-in for Citrix Virtual Apps and Desktops service to deliver always-on, automated, AI-powered support that reduces the burden on IT admins. From our previous releases, customers have already been able to experience the value of expedited responses to session reset requests and authentication issues without the need for manual IT support and intervention. We are continuously working on ways to improve request coordination and provide more efficient service for our users.
We’re excited to announce that Citrix and ServiceNow have further enhanced this feature by allowing end users to request the provisioning of a desktop or applications through channels integrated with Virtual Agent such as Teams, Slack, NowMobile, and Chatbot. For more details, see the ServiceNow Virtual Agent documentation.
Citrix ITSM Tables Information in the Developer Document
Currently, the Citrix ITSM connector plug-in over ServiceNow’s Workflow Editor environment includes several native workflows, such as reset sessions, requesting desktops/applications, power-manage VDI desktops, and more. However, we understand that different organizations have distinct needs and may require customized ITSM workflows unique from the native workflows available.
We have developed Citrix ITSM Custom Activities to address this. It provides a set of orchestration activities to customers who want to create or customize workflows. The Citrix ITSM connector plug-in for ServiceNow natively includes the new Citrix ITSM Custom Activities, and Citrix customers can reuse these to save development time, reduce costs, and improve the overall user experience.
Visit our Citrix ITSM developer documentation for a complete list of the Custom Activities and ServiceNow tables available with the Citrix ITSM connector plug-in. Developers can leverage these tables to search data synchronized from Citrix environments.
Introducing New Workflow Enhancements
Our latest releases come equipped with new workflow enhancements designed to simplify workflows for IT admins. A key enhancement we’ve introduced is the ability for end users and the IT helpdesk to reset user profiles. Previously, when there was a need to reset a user profile, an IT admin would need to navigate to Citrix Director (reset a user profile) to accomplish this. With this new ITSM feature, IT admins can publish the Reset User Profile service to both end-users and the help desk to automate this process. This enables end users to reset their own profile, or the IT helpdesk can reset any end user’s profile from ServiceNow without logging in to Director.
In addition to the ability to reset user profiles, we’ve introduced new workflow enhancements such as:
- Reset sessions by IT helpdesks from ServiceNow
- De-provisioning static desktops
- Assign users to Active Directory (AD) groups when processing tickets associated with requesting desktops
Citrix continues to optimize and add new workflows in our releases. For more information on the new workflow enhancements we’ve introduced, please visit the what’s new in Citrix ITSM Adapter service page.
Get Started
We invite you to get started with these new features today! You can upgrade or request a trial of the latest 22.3.0 release and enjoy the latest enhancements. After the Citrix ITSM connector plug-in is installed in your ServiceNow instance, you’ll be able to easily find resource information from your Citrix ITSM plug-in admin console with ease.
