IT Service Management (ITSM) Adapter is a Citrix Cloud service that is available with the Citrix DaaS Premium Edition. It lets you extend the ServiceNow capabilities into your Citrix DaaS environments. With the service, IT teams and end users can deliver and manage Citrix virtual apps and desktops using ITSM workflows in ServiceNow.

This document shows you how to deliver, manage, and monitor Citrix virtual apps and desktops by using ITSM workflows.

ITSM Architecture

As shown in the graphic, the service connects Citrix DaaS and Citrix Virtual Apps on-premises sites to ServiceNow. It requires you to install the Citrix ITSM Connector plug-in in ServiceNow.

The plug-in provides default ITSM workflows and lets you create your own:

  • Default ITSM workflows. IT help desks and end users use them to request and manage Citrix apps and desktops.

  • Custom Activities and tables. Developers use them to create workflows that best suit your needs. For more information, see Citrix ITSM developer documentation.