The Citrix Session: Citrix/ServiceNow Integration: Five benefits for Global Systems Integrators

While chatbots have been hailed by some as the future of IT
support, some IT leaders say chatbots aren’t very robust. For
example, IT teams still find themselves manually handling common
incidents such as virtual application and desktop session
“resets.”


In simpler terms, while chatbots manage IT tickets on the
frontend, they still require manual help desk intervention on the
backend — even for simple things. Citrix session resets have been
identified as a “Top 5 use case” and the need for resets can be
caused by a variety of factors, such as networking issues,
forgotten passwords, or an issue with the IT organization’s
chosen authentication policies, such as single sign-on or
multi-factor authentication.


To help relieve this burden for IT teams, Citrix and ServiceNow
have developed a new solution that helps integrate ServiceNow
capabilities seamlessly within the Citrix environment. This
empowers IT teams to deliver always-on, automated, AI-powered
support natively through another chat application such as
Microsoft Teams or Slack. Not only does this integration solve
significant automation challenges (such as automatic resolution
of common virtual session resets) for IT teams, it also helps
deliver superior customer experience to all employees, regardless
location.

Host: Andy Whiteside
Co-host: Bill Sutton
Co-host: Geremy Meyers
Co-host: Todd Smith
Guest: Amir Trujillo
Guest: Charlie Lopez