Access management 编辑

After your organization sets up the Citrix ITSM Adapter service, Citrix ITSM services appear on 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.
To locate the Citrix ITSM self-service items quickly, search for Citrix in the Search field in the upper-right corner. With them, end users can request and manage apps and desktops on their own.
Note:
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 Adapter service provides the following roles to control user access to various types of Citrix ITSM services:

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.

Service	Administrator	Operator	Help desk	Resource manager	Event manager
Request applications	Yes	Yes	Yes	No	No
Reset sessions	Yes	Yes	Yes	No	No
Request desktops	Yes	Yes	Yes	No	No
Power manage VDI desktops	Yes	Yes	Yes	No	No
Reset user profiles	Yes	Yes	Yes	No	No
Request MCS-created machines	Yes	Yes	Yes	Yes	No
Deprovision VDI desktops	Yes	Yes	No	Yes	No
Process employee separation	Yes	Yes	No	Yes	No
Approve application requests	Yes	Yes	No	Yes	No
Approve desktop requests	Yes	Yes	No	Yes	No
Approve MCS-created machine requests	Yes	Yes	No	Yes	No
View user requests	Yes	Yes	No	Yes	No
View studio dashboard	Yes	Yes	No	Yes	No
View Citrix alerts and notifications	Yes	Yes	No	No	Yes
Manage alert and notification policies	Yes	Yes	No	No	Yes
Onboard and decommission customers	Yes	No	No	No	No
Update customer properties	Yes	No	No	No	No
View data import policy	Yes	No	No	No	No
Manage app and desktop policies	Yes	No	No	No	No
View statistic reports	Yes	No	No	No	No