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

Sep 18, 2023

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