Access management

After your organization sets up the Citrix ITSM Adapter service, Citrix ITSM services appear in your ServiceNow portals.

User interfaces

The following section shows you the ServiceNow user interfaces associated with the Citrix ITSM services:

• ServiceNow Service Management Portal. Portal for IT members.

  The Citrix IT Service Management Connector menu appears in the left navigation pane for authorized IT members to:

  • Deliver and manage Citrix apps and desktops
  • Manage Citrix alerts and notifications
  • Configure Citrix ITSM global settings

  

• ServiceNow Service Portal. Portal for end users.

  With Citrix ITSM self-service items, end users can request and manage apps and desktops on their own.

  

  Note:

  • We recommend that you associate your ServiceNow Service Portal with the Citrix IT Service Management Connector Services catalog. As a result, end users can locate Citrix-specific items by searching for Citrix in the Search field. For more information, see this ServiceNow article.

  • If you access the portal using a user account assigned a Citrix ITSM role, services available to that role appear. To test end-user self-service items, sign in to the portal with an end-user account.

• ServiceNow Virtual Agent integration.

  Citrix ITSM Adapter service is integrated with the ServiceNow Virtual Agent. The automated, AI-enabled Virtual Agent interacts with end users through predefined topic conversations, helping end users accomplish specific goals such as resetting desktop or app sessions. End-user services can be available in web chatbot, NowMobile, and collaboration tools such as Microsoft Teams and Slack.

  For more information, see this ServiceNow article.

  

Citrix ITSM roles and permissions

Citrix ITSM Adapter service provides the following roles to control user access to various types of Citrix ITSM services:

• x_cion_citrix_it_s.ctx_itsm_admin: administrators
• x_cion_citrix_it_s.ctx_itsm_operator: operators
• x_cion_citrix_it_s.ctx_itsm_event_manager: event managers
• x_cion_citrix_it_s.ctx_itsm_resource_manager: resource managers
• x_cion_citrix_it_s.ctx_itsm_helpdesk: help desks
• x_cion_citrix_it_s.ctx_itsm_assis: assistants

The following table lists Citrix ITSM services and their required Citrix ITSM roles.

As a ServiceNow system administrator, you can assign these roles to users. For more information, see this ServiceNow article.

Note:

• The operator role is a combination of the help desk, resource manager, and event manager roles.

• The following services are available to all users:

  • Request applications
  • Reset sessions
  • Request desktops
  • Request MCS-created machines
  • Power manage VDI desktops