Citrix Systems has launched GoToAssist Service Desk, a cloud-based platform to manage IT service desk operations. Coupled with Citrix's existing IT management brands -- GoToAssist Remote Support and GoToAssist IT Monitoring -- and it's clear the company is trying to create a complete cloud suite for MSPs to remotely manage and support customer systems. Also of interest: MSP industry veteran Brian de Haaff is deeply involved in Citrix's strategy.

According to the company:

"GoToAssist Service Desk enables support professionals to easily log, track and resolve incidents; manage configuration changes, releases and workflow; and deliver end-user self-service. This follows the company’s recent acquisition of Beetil, a privately-held cloud-based service desk technology provider."

I think it costs about $50 per IT technician per month -- with no fee for all the users that the technician needs to support.

Citrix is entering a very hot -- but very crowded -- market, where dozens of technology companies now offer IT service desk, help desk and NOC (network operations center) solutions to MSPs.

But Citrix has a bigger strategy in mind. The company now has three integrated offerings for MSPs:
  • GoToAssist Service Desk: Log and track incidents, deliver end-user self-service and manage problems, changes, releases, knowledge and IT assets.
  • GoToAssist Remote Support: Deliver on-demand support and access unattended servers and workstations.
  • GoToAssist IT Monitoring: Proactively inventory, monitor and manage IT infrastructure, including critical servers and services.
Plus, keep an eye on Brian de Haaff. He's deeply involved in Citrix's MSP strategy. de Haaff previously launched and ran Paglo, a remote IT management platform that Citrix acquired a few years ago.