IT Service Management (ITSM) Adapter

Overview

ITSM Adapter is a Citrix Cloud service that provides an easy way to extend ServiceNow’s capabilities into your Citrix environments. Citrix Virtual Apps and Desktops allows organizations to be more flexible and end-users to be more productive with anywhere, any device access. The ITSM Adapter service further provides workflows for IT teams to easily automate and manage their Citrix environments, allowing them to focus on strategic projects.

What’s new

  • June 2020: The ITSM Adapter service supports ServiceNow New York.
  • June 2020: The ITSM Adapter service implements the User Principal Name (UPN) to give Active Directory (AD) users an email address-like format to sign on with.

How the ITSM Adapter service works

The following diagram shows the ITSM Adapter service connecting ServiceNow and the Citrix Virtual Apps and Desktops environments.

ITSM Architecture

The ITSM connector is a plug-in installed in ServiceNow. It enables communication between ServiceNow and Citrix Cloud. The ITSM Adapter service, hosted on Citrix Cloud, processes requests from ServiceNow. The requests are routed to Delivery Controllers, which provision and manage resources in both on-premises and cloud Sites. To enable resource management for your on-premises Citrix Virtual Apps and Desktops Sites, go to Citrix Cloud and add your on-premises Sites through Site aggregation. For users that already subscribe to the Citrix Virtual Apps and Desktops service, the service instance is automatically listed on the Manage tab of the ITSM Adapter service on Citrix Cloud. The ITSM Adapter service accesses your Sites through the Citrix Cloud Connector.

Roles and permissions

User

  • Requests apps and desktops

  • Resets sessions

ServiceNow administrator

  • Downloads and installs the Citrix ITSM connector from the ServiceNow store.

  • Provides the x_cion_citrix_it_s.ctx_itsm_admin role to the Citrix administrators.

Citrix administrator

  • Uses the administrator functions in the ITSM connector to set up the connection between ServiceNow and Citrix Cloud.

  • Adds on-premises Citrix Virtual Apps and Desktops Sites through Site aggregation.

  • Provides full administrator privileges on user domains and Delivery Controllers of the Citrix Virtual Apps and Desktops Sites.

  • Provisions apps and desktops for users.

  • Resets user sessions.

Configuring ITSM Adapter for ServiceNow

Configuring the ITSM Adapter service for ServiceNow involves the following three steps:

  1. Subscribe to the Citrix Cloud service
  2. Configure the ITSM Connector for ServiceNow
  3. Add on-premises Sites

Step 1: Subscribe to the Citrix Cloud service

Sign on to Citrix Cloud using your Citrix credentials or sign up for a new account. For more information about signing up for Citrix Cloud, see Sign up for Citrix Cloud.

Citrix Cloud

The ITSM Adapter service is hosted on Citrix Cloud. Click Manage to proceed.

Tip: The Manage button is available after user accounts are assigned the entitlement. Before that, Request Demo shows.

Step 2: Configure the Citrix ITSM connector for ServiceNow

Prerequisite: You must have a ServiceNow HI Portal account and be a ServiceNow administrator to perform the following steps:

  1. Download and install the Citrix ITSM connector from the ServiceNow store.

  2. On the Citrix IT Service Management Connector pane, select Home and then click Authenticate. Type your Client ID and Secret (proxy credentials generated from the Citrix Cloud).

    ITSM ServiceNow client ID

  3. Test the connection.

  4. Save the configuration. An acknowledgment from ServiceNow appears indicating that the connection is up and running.

Step 3: Add on-premises Sites

Note: If you already subscribe to the Citrix Virtual Apps and Desktops service, the service instance is automatically listed. Only on-premises Sites require manual manipulation.

The ITSM Adapter service is listed on the Citrix Cloud page.

ITSM on Citrix Cloud

  1. Click the blue Manage button. The Welcome page appears.

    ITSM on Citrix Cloud

  2. Go to the Manage tab. The Manage tab guides you to Site aggregation for adding on-premises Sites and lets you add ServiceNow instances directly.

    No sites added

  3. Add on-premises Sites to Citrix Workspace to connect with the ITSM Adapter. For more information, see Add an on-premises Site to Workspace.

    Add sites

  4. After adding one or more Sites using Site aggregation, return to the ITSM Adapter service to continue.

    The Citrix Virtual Apps and Desktops Sites appear on the Manage tab of the ITSM Adapter service.

  5. To access and modify a Citrix Virtual Apps and Desktops Site, select Manage Credentials from the dots menu.

    Select Manage Credentials

  6. On the Manage Credentials page, provide the full administrator credentials for the Site.

    Select Manage Credentials

  7. On the Manage Credentials page, provide the full administrator credentials for the Site.

    Provide the full administrator credentials

  8. Click Test to check the connection.

    The Site is now running and connected to the ITSM Adapter service.

  9. Click Save.

  • To enable or disable managing a Citrix Virtual Apps and Desktops service Site, click the dots menu next to the service Site and choose Enable Integration or Disable Integration, respectively.

  • One Site can use multiple Cloud Connectors to connect to Citrix Cloud.

  • The ITSM Adapter service can connect to multiple ServiceNow instances.

  • An ITSM Connector can connect to only one ServiceNow instance.

Sample scenarios

Request for a desktop

User actions

  1. Sign on to your ServiceNow instance.
  2. In the left pane, navigate to Citrix IT Service Management Connector and choose Services.
  3. On the Citrix IT Service Management Connector Services page, click Citrix Virtual Apps and Desktops. The following services appear:

    • Application Provisioning
    • Request a Desktop
    • Reset a session
  4. Choose Request a Desktop.

    Request a desktop

  5. On the configuration page, choose an operating system from the list and set the number of desktops by Quantity. Click Order Now.

    Order now

Administrator actions

The Citrix Requests page displays the list of requests by users.

List of requests

  1. Click the icon next to the request ID and then Open Record. The details of the request appear.

    Request details

  2. Choose the Machine Catalog first and then the Delivery group from the list.

    Requested item

  3. Click Update.

The requested desktop is now provisioned and assigned to the user.

Request for apps

User actions

  1. Sign on to your ServiceNow instance.
  2. On the left pane, navigate to Citrix IT Service Management Connector and choose Services.
  3. On the Citrix IT Service Management Connector Services page, click Citrix Virtual Apps and Desktops. The following services appear:
    • Application Provisioning
    • Request a Desktop
    • Reset a session
  4. Choose Application Provisioning.
  5. On the Application Provisioning page, available users and applications are listed. Choose users and the applications you want to assign to them. Click Order Now.

    Application provisioning

Administrator actions

  1. The Citrix Requests page displays the list of requests by users. Click the icon next to the application request ID. The details of the request appear.

  2. There are two options to complete app provisioning:

    • Add users to Delivery Group—Click the lock icon to add users to a specific delivery group and then click Update.
    • Add users to Active Directory Group—Click the lock icon to add users to a specific Active Directory group and then click Update.

    Application provisioning

The selected apps are now provisioned and assigned to the user.

Reset a session

User actions

  1. Sign on to your ServiceNow instance.
  2. In the left pane, navigate to Citrix IT Service Management Connector and choose Services.
  3. On the Citrix IT Service Management Connector Services page, click Citrix Virtual Apps and Desktops. The following services appear:
    • Application Provisioning
    • Request a Desktop
    • Reset a session
  4. Choose Reset a session.
  5. On the Reset a session page, select a desktop or app session of the current user and click Order Now to log off from the session.

Note:

Regardless of whether provisioned by an administrator or a user, all applications running in the session are reset.

Known issue

Even if you have a Citrix Virtual Apps and Desktops Premium license, a trial message appears in your ITSM service portal. The trial message display is a back-end issue that does not impact your use of the ITSM Adapter.

Trial message