Incidents are for break/fix issues.
Requests are for first time approvals or permissions.

What is the difference between Incidents and Requests?

Application Secure Gateway

What does ASG stand for?

Virtual Desktop Infrastructure

What does VDI stand for?

Citrix Receiver

To run ASG, you must install:

(Complete answer only)

True

True/False
There is 1 Active Directory per domain. State Street has more than one domain.

New Call

Complete the sentence
Every interaction (phone or chat) requires a :

Internet Explorer

ASG will only work with this browser

Citrix and VDI

All users have _____ and _____
groups added to their profiles which automatically assigns two VDIs

XenApp & XenDeskop
(Web & software)

List two Citrix clients:

CORP AD

This is the main Active Directory:

Backlog, Major Incidents and Reporting.

ServiceNow manages these three types of tickets

Active Directory (AD)

Users must be active in ____ to access ASG

Service Desk does not provision VDIs. This is to be done by the VDI team. L1 must create the ticket and warm-transfer the call to the CTS team.

What must Service Desk Level 1 do when a user calls trying to provision a VDI?

This message means that user may not have permission to access the drives on
the server. The user will have to submit a SAM form to request access

What must we do when seeing this error message:
"This operation has been cancelled due to restrictions in effect on this
computer."?

Email, Home Drive, Manager Roles, Statuses, etc

What 4 things can you see on AD?

LAN ID

Service Now uses _________ information automatically.

Internet Explorer and Java

_________ and _______ must have TLS 1.1 or 1.2 enabled so that ASG functions properly

The purpose of a VDI is to execute and distribute user desktop sessions from a centralized infrastructure—in one or many datacenters—which can be either on-premise or in a cloud system.

What is the function of a VDI?

Citrix client: software installed on the PC
whereas Citrix webapp runs over a browser

For Citrix, what is the difference between client and web app?

AD & Sailpoint

We can find AD Group owner in _____ and ______?

Incidents, Request, Hang-up, Wrong Number, Status Call, General Inquiry

What are Service Now's 6 types of calls?

1. Delete cookies/cache
2. Changing browser security level to Medium-high or Medium
3. Turning off pop-up blocker
4. Updating/ reinstalling Java

Besides enabling the TLS versions, list 3 other troubleshooting steps to take when troubleshooting ASG load errors.

•Java
•Citrix receiver
•Pulse Secure Network Connect 8.2
•Pulse Secure Client Pulse Secure Host Checker

List all 4 applications needed to establish a secure connection with VDI and ASG.
(Complete answer only)

While XenDesktop is software designed to implement virtual desktops, XenApp is software designed for the virtualization of applications.

What is the difference between XenApp & XenDesktop?

It is to locate where the user profile has been created

What is Canonical Name used for?