Secure, simple and consistent access to virtual apps and desktops is mission critical for many organizations across the globe to ensure employees and work teams have authorized access from anywhere on any device to the corporate apps, data, and intelligence needed to get work done productively and efficiently.
A few years ago, we introduced Citrix Workspace, our solution for the modern workforce to ensure employees have everything needed to be productive from anywhere — all within a single, intuitive, and unified solution. Citrix Workspace showcases the value of innovative technology, marketing and channel partnerships to bring a unified employee experience and to deliver choice to our customers and channel partners. This all happens within a single platform, which include solutions and integrations with our GSI partners in addition to leaders across the cloud, mobility, identity management and SaaS segments including Microsoft, Google Cloud, AWS, Samsung, SAP, Okta and ServiceNow.
The Citrix ITSM Adapter for ServiceNow integrates Citrix Workspace with ServiceNow and allows Citrix Virtual Apps and Desktops service to integrate seamlessly with the ServiceNow platform. Based on strong customer feedback, ServiceNow and Citrix identified an opportunity to automate virtual session resets, providing an opportunity to speed resolution and reduce manual and time-consuming IT support for organizations. Earlier today, Citrix and ServiceNow announced a new integration of ServiceNow Virtual Agent with the Citrix ITSM Adapter (directly available to ServiceNow customers by downloading the Citrix ITSM Connector via the ServiceNow Store) to automate resolution of common virtual session resets.
The need for a secure virtual session reset may be caused by a variety of reasons including networking issues, forgotten passwords, or an issue with the IT organization’s chosen authentication policies such as SSO and Dual Factor Authentication — policies put in place by the organization to ensure credentialed employee and contractor access to secure corporate desktops, apps, data, and authorized private customer information.
Citrix ITSM Adapter for ServiceNow allows Citrix Virtual Apps and Desktops service to integrate seamlessly with the ServiceNow platform, enabling both employees and Citrix IT administrators with additional integrations needed to make work seamless and easier.
The new ServiceNow Virtual Agent integration builds upon our existing Citrix ITSM plug-in with Citrix Virtual Apps and Desktops service to deliver always-on, automated, AI support to reduce the burden on IT organizations and to speed session reset/authentication issues for employees and authorized contractors. Many common virtual session reset incidents can now be resolved in moments rather than relying on manual IT support and intervention.
Self-Service Resetting of Secure Virtual Sessions with ServiceNow Virtual Agent
In the new world of work, virtual agents are a critical supplement to IT teams because they consistently automate a high-volume of inbound repetitive tasks 24×7. With hybrid work here to stay and a significant number of employees continuing to work remote, it became imperative for Citrix and ServiceNow to take the integration to the next level. How? By putting the power of automated virtual agent resolution directly in your employee’s control, without the need to manually log incidents or create time-consuming service tickets. This improves business competitiveness, productivity and the employee experience from anywhere on any device across any hybrid cloud.
Citrix worked closely with ServiceNow to introduce this new capability to reset Citrix sessions through the Virtual Agent. Organizations with Citrix Virtual Apps and Desktops or Citrix Workspace entitlements that have introduced the Virtual Agent as part of their end-user workflows can launch Virtual Agent and request an automated resolution to reset their secure Citrix session without having to take time to log a support ticket and wait for manual IT support resolution.
Watch this short-animated ServiceNow and Citrix feature video for more background.
This new integration provides end users self-service abilities to resolve common session reset issues, freeing up valuable IT resources to focus on other tasks. Citrix Virtual Apps and Desktops users are now able to simply log into their organization’s ServiceNow instance and reset their own session instead of having to call into IT support and create a service ticket. Similar to self-service password reset, this allows authorized Citrix end users to take control of resetting their secure virtual sessions.
Citrix integration with ServiceNow Virtual Agent is now available to entitled ServiceNow and Citrix customers, including those with Citrix Virtual Apps and Desktops service Premium and Citrix Workspace Premium. Please check with your Citrix sales or channel partner for more information.
Another Step Forward for Citrix Workspace Customers
Within a single solution, Citrix Workspace transforms work and simplifies the employee experience with simple, secure, and consistent access to the work needed to be done while empowering IT organizations to be more productive. Citrix Workspace was a natural extension of our decades of leadership in delivering secure virtual apps and desktops to hundreds of thousands of customers.
Citrix Workspace ensures organizations can implement a technology solution that makes working more efficient and seamless. A Citrix cornerstone is to continually enhance the employee experience with strong integrations from technology partners with the same vision. The integration of ServiceNow Virtual Agent with Citrix Virtual Apps and Desktops service is another validation of Citrix continuing to partner and integrate with industry leaders to provide choice and simplicity for our valued customers, partners, and resellers across the globe.
