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Service Now ASG VDI Citrix AD Tool
100
Incidents are for break/fix issues.
Requests are for first time approvals or permissions.
What is the difference between Incidents and Requests?
100
Application Secure Gateway
What does ASG stand for?
100
Virtual Desktop Infrastructure
What does VDI stand for?
100
Citrix Receiver
To run ASG, you must install:

(Complete answer only)
100
True
True/False
There is 1 Active Directory per domain. State Street has more than one domain.
200
New Call
Complete the sentence
Every interaction (phone or chat) requires a :
200
Internet Explorer
ASG will only work with this browser
200
Citrix and VDI
All users have _____ and _____
groups added to their profiles which automatically assigns two VDIs
200
XenApp & XenDeskop
(Web & software)
List two Citrix clients:
200
CORP AD
This is the main Active Directory:
300
Backlog, Major Incidents and Reporting.
ServiceNow manages these three types of tickets
300
Active Directory (AD)
Users must be active in ____ to access ASG
300
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?
300
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."?
300
Email, Home Drive, Manager Roles, Statuses, etc
What 4 things can you see on AD?
400
LAN ID
Service Now uses _________ information automatically.
400
Internet Explorer and Java
_________ and _______ must have TLS 1.1 or 1.2 enabled so that ASG functions properly
400
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?
400
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?
400
AD & Sailpoint
We can find AD Group owner in _____ and ______?
500
Incidents, Request, Hang-up, Wrong Number, Status Call, General Inquiry
What are Service Now's 6 types of calls?
500
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.
500
•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)
500
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?
500
It is to locate where the user profile has been created
What is Canonical Name used for?






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