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From pain and strain
to total gain:
how ITSM is evolving

IT service management (ITSM) met Software
as a Service and never looked back. Here’s a
look at how ITSM is changing – and how it can
help you address key pains you experience
with enterprise service delivery.

2

C

Benefits
include:

ITSM enters
the digital era

83

Automated
processes

%

Lower
operating costs

of IT
organizations provide
self-service (Tier 0)
for end-users.

Adopting
the best SaaS
solutions

Companies that adopt ITSM can
save $1 of every $3 in operating costs.

A better user
experience

Improved
decision making

What’s coming
ITSM leaders are using analytics,
automation, and thresholding to
improve the user experience.

The new trend is Tier-1
(resolution before a
problem develops).

How SaaS-enabled ITSM
improves your user experience
Onboarding employees
First impressions count,
but new employee onboarding
is fraught with uncertainty
and delays. Employees are
often unable to contribute
and add value on day 1.

PAIN

PAIN

36%

of companies
lack a structured
onboarding process.

1

Provisioning
desktops
and apps

Virtual workspaces, with desktops and apps,
provide a great experience. However, provisioning
has challenges including setting roles, granting
access privileges, and deploying apps to devices.

Only 1 in 3 companies has a
workspace and technology ready
for new hires on their first day.

#

2

#

The average user will spend

300

minutes

each year waiting
for access rights.

Empowering the IT service desk
Offboarding
employees

Can IT service desks do better?
The answer is yes with ITSM.
A typical large enterprise can expect to:
• Increase IT productivity by

20

%

10% faster
%
• Reduce IT team effort by 66
%
• Fully automate 20 of services
%
• Experience 25 fewer outages
• Resolve incidents

Eventually everyone
says goodbye. IT must
ensure that data stays
put instead of leaving
with former employees.

PAIN

3

#

PAIN

4

#

ITSM helps by:
• Designing an automated and predictable
offboarding experience
• Decreasing IT security risks due to extended
access privileges

69%

Some
of companies
say they have suffered
significant data loss from
departing employees.

Solve your pain with

+

ServiceNow and Citrix, two of the world’s leading digital platform
providers, have integrated their market-leading solutions to transform
the delivery of IT services for companies and their employees.

Citrix Workspace fully aggregates
all apps and data across all
applications—both on-premises
and cloud—to deliver the right
experience to the right user at
the right time.

You can end the pain and strain
of business with ITSM as SaaS,
while setting up your employees
and teams for total gain.
Companies that use Citrix
Workspace can now use the new
Citrix ITSM Adapter to connect
to ServiceNow and streamline
routine IT tasks.

Automating IT service management
for workspace services
The Citrix ITSM Adapter is a cloud-based feature that automates the provisioning
and management of Citrix resources on ServiceNow.
IT teams can:
• Automate, monitor, and manage Citrix environments easily and seamlessly
• Use out-of-the-box workflows or create their own
• Automate employee onboarding and offboarding
Employees can:

Citrix research reports that IT organizations
have saved up to 65 percent of their team's
time by automating manual, one-to-one
provisioning, and employee onboarding
and offboarding processes.

The Citrix ITSM Adapter meets
the requirements of the
ServiceNow Now Platform
for security, compatibility,
performance, and integration.

• Use ServiceNow to request automated
provisioning of Citrix Workspace Services
• Submit help requests with ServiceNow
• Reset their own user sessions

With the Citrix ITSM Adapter, automatically
provision a virtual Citrix Workspace for new
hires or teams, increasing their time-to-value
from weeks or days to minutes.

The best of both worlds

ServiceNow
customers achieve a 20%
increase in IT productivity,
45% faster security incident
response, and 10 point
support call Net Promoter
Score increase.

ServiceNow is the world’s preeminent service
management platform.
It’s ranked #1 on the 2018 Forbes Most Innovative
Companies List.

Citrix solutions are used by
400,000 organizations including
99% of Fortune 100 and 98% of
Fortune 500 companies.

Who can use it
• The Citrix ITSM Adapter is available
to all customers with active
ServiceNow and Citrix licenses
• It can be used for all cloud-based
and on-premise Citrix Workspace
environments

Want to Get Started?
Click here for the Citrix ITSM Adapter for ServiceNow User Guide.
ServiceNow and Citrix Cloud customers can get started now by downloading
the Citrix IT Service Management Connector from the ServiceNow Store.

Questions? Contact Citrix:
Masako Takagi
Sr. Sales Director, Worldwide,
Global System Integrators, Fujitsu
masako.takag@citrix.com

Sources:
Citrix, CareerBuilder, CIO, KPMG, Okta, ServiceNow and TechBeacon.

©2018 Citrix Systems, Inc. All rights reserved. Citrix, the Citrix logo, and other marks appearing herein are property of
Citrix Systems, Inc. and/or one or more of its subsidiaries, and may be registered with the U.S. Patent and Trademark
Office and in other countries. All other marks are the property of their respective owner(s)

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