ServiceNow and Citrix automated support for virtual environments

ServiceNow and Cirtrix hope to make it easier for IT support teams to solve problems in virtual environments and accelerate these processes. To this end, both vendors are now integrating their ServiceNow virtual agent and Citrix ITSM adapter solutions.

The IT support team faces hundreds of reset events for various virtual applications and desktop environments every day. According to ServiceNow and Citrix, incidents will only increase due to the increase in work from home. The reset is caused by network problems, forgotten passwords, or conflicts with authentication rules. The rest will cause the end user to lose a lot of time and make a lot of help requests or tickets to the IT support staff.

ServiceNow and Cirtrix integration

By integrating the ServiceNow Virtual Agent and the Citrix ITSM Adapter through the Citrix Connector, the IT support team should soon be able to resolve the issues that caused the reset of virtual applications and virtual desktops faster and more efficiently.

Automatically resolve

Specifically, the solution can ensure that these reset problems are automatically resolved within a few minutes with the help of a virtual agent. Specifically, it uses ServiceNow’s IT service management and IntegrationHub technology, as well as an automatic reset operation from the Citrix Virtual Apps and Desktops service.

New integrated services from these two vendors are now available from the ServiceNow ITSM virtual agent conversation service and the Citrix ITSM connector in the ServiceNow store.