ITSM Adapter Service

Introduction

The IT Service Management (ITSM) Adapter service automates the provisioning and management of Citrix resources in your organization. The Citrix IT Service Management connector (ITSM connector) in ServiceNow provides out-of-the-box workflows for resource management.

This adapter service eliminates the wait time associated with provisioning and managing Citrix virtual assets. This release provides workflows to provision apps and desktops, and reset user sessions.

The ITSM Adapter service is available on the Citrix Cloud platform. This service is available for Citrix Virtual Apps and Desktops (formerly XenApp and XenDesktop) Premium customers.

How the ITSM Adapter Service Works

The ITSM connector in ServiceNow enables communication between ServiceNow and Citrix Cloud. From the ITSM Adapter service, you can process the Catalog requests from ServiceNow. These requests are routed to the Delivery Controller, which provisions and manages the resources in the Site. To enable resource management on your Citrix Virtual Apps and Desktops Sites, the ITSM Adapter redirects you to Site aggregation in Workspace Configuration where you can add your on-premises Sites. ITSM Adapter accesses your Sites through the Citrix Cloud Connector.

The following diagram shows the ITSM Adapter connecting ServiceNow and Citrix Virtual Apps and Desktops Sites and Citrix Virtual Apps and Desktops Service. ITSM Architecture

Roles and Permissions

User

  • Requests apps and desktops

  • Resets sessions

ServiceNow administrator

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

  • Provides x_wcs_ctrx_auto_sv.ctrx_auto_admin role to the Citrix Administrator.

Citrix Administrator

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

  • Adds the Citrix Virtual Apps and Desktops Sites and Citrix Virtual Apps and Desktops Service through Site aggregation.

  • Provides full administrator credentials of the Citrix Virtual Apps and Desktops Sites.

  • Provisions apps and desktops for users.

  • Resets user sessions.

Configuring ITSM adapter for ServiceNow

Setting up the ITSM Adapter involves the following three steps:

Step 1: Subscribe to Citrix Cloud service

Log in 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.

Step 2: Configure 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 ITSM Connector pane, select Home and then click Authenticate. Type your Client ID and Secret (proxy credentials generated from the Citrix Cloud).

    ITSM servicenowid

  3. Test the connection.

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

Step 3: Use ITSM Adapter to add Site(s)

On the Citrix Cloud page, ITSM Adapter is listed under Available Services.

ITSM Availableservices

  1. Click Request Trial. The ITSM Adapter page appears.

  2. Go to the Manage tab.

    ITSM nosite

  3. You have to add your on-premises Site(s) to Citrix Workspace to connect with the ITSM Adapter service. Use Site Aggregation to add your Citrix Virtual Apps and Desktops Sites to do this. For more information about adding Citrix Virtual Apps and Desktops Site(s) to Workspace, see Add an on-premises Site to Workspace.

    Note:

    ITSM Adapter service is available for Citrix Virtual Apps and Desktops Sites and for XenApp and XenDesktop 7.x Sites.

    ITSM add site

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

  5. The Citrix Virtual Apps and Desktops Sites appear on the ITSM Adapter service Manage page. If you have subscribed to the Citrix Virtual Apps and Desktops Service, that instance also appears.

  6. Full administrator credentials are required to access and modify these Citrix Virtual Apps and Desktops Sites. To do this, select Manage Credentials from the dots menu.

    ITSM cred

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

    manage credentials

  8. Click Test to check the connection.

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

  • To enable/disable the Citrix Virtual Apps and Desktops Service, click Enable/Disable Integration on the dots menu respectively.

  • Multiple Sites can use the same Cloud connector to connect to Citrix Cloud.

  • ITSM Adapter service can connect to multiple ServiceNow instances.

Sample Scenarios

Request for a Desktop

User Actions

  1. Log in to your ServiceNow instance.

  2. On the left pane, navigate to Citrix IT Service Management Connector and choose Services.

  3. On the Citrix Automation Catalog page, click XenApp and XenDesktop.

  4. The following services are displayed:

    • Application Provisioning
    • Request a Desktop
    • Reset a session

    Choose Request a Desktop.

    Request desktop

  5. On the Configuration page, choose the operating system from the list and click Submit.

Administrator Actions

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

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

  3. Click Update.

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

Request for Apps

User Actions

  1. Log in to your ServiceNow instance.

  2. On the left pane, navigate to Citrix IT Service Management Connector and click Services.

  3. On the Citrix Automation Catalog page, click XenApp and XenDesktop.

  4. The following services are displayed:

    • Application Provisioning
    • Request a Desktop
    • Reset a session

    Choose Application Provisioning.

  5. On the Assign Applications to selected users page, the list of users and applications available are listed. Choose the users and the applications you want to assign to them and click Submit.

Administrator Actions

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

    ITSM Req App

  2. There are two options to complete the app provisioning:

    • Add users to Delivery Group—click the lock icon to add the user to the specific delivery group and then click Update.

    • Add users to Active Directory Group—click the lock icon to add the user to the specific Active Directory group and then click Update.

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

Reset a Desktop Session

User Actions

  1. Log in to your ServiceNow instance.

  2. On the left pane, navigate to Citrix IT Service Management Connector and click Services.

  3. On the Citrix Automation Catalog page, click XenApp and XenDesktop.

  4. The following services are displayed:

    • Application Provisioning
    • Request a Desktop
    • Reset a session

    Choose Reset a session.

  5. On the Reset a session page, choose the session you want to reset and click Submit.

The selected session is signed off and reset.

Reset an App Session

User Actions

  1. Log in to your ServiceNow instance.

  2. On the left pane, navigate to Citrix IT Service Management Connector and click Services.

  3. On the Citrix Automation Catalog page, click XenApp and XenDesktop.

  4. The following services are displayed:

    • Application Provisioning
    • Request a Desktop
    • Reset a session

    Choose Reset a session.

  5. On the Reset a session page, choose the session you want to reset. Click Submit.

Note:

Irrespective of provisioning by an administrator or a user, all applications running on the session are reset.

The selected session is signed off and reset.