Fujitsu Citrix Infographic
User Manual: Fujitsu
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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) v.180119
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