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Intro:	
  Good	
  a&ernoon	
  and	
  thanks	
  to	
  everyone	
  for	
  being	
  here.	
  I’m	
  Lisa	
  Berlin,	
  Product	
  
Manager	
  for	
  Director	
  and	
  EdgeSight.	
  I	
  want	
  to	
  talk	
  to	
  you	
  about	
  Citrix	
  Director	
  and	
  
EdgeSight	
  and	
  where	
  we	
  are	
  taking	
  it.	
  	
  This	
  is	
  a	
  great	
  innovaGon	
  of	
  our	
  product	
  
roadmap!	
  	
  Having	
  formerly	
  been	
  a	
  Citrix	
  customer	
  and	
  then	
  customer	
  facing	
  as	
  a	
  
manager	
  in	
  the	
  Citrix	
  Technical	
  Support	
  team,	
  this	
  has	
  given	
  me	
  some	
  great	
  insight	
  as	
  
we	
  have	
  developed	
  this	
  product.	
  I’m	
  here	
  with	
  Chris	
  Roberts,	
  Sr.	
  Manager	
  of	
  our	
  
Citrix	
  IT,	
  	
  who	
  will	
  take	
  you	
  through	
  some	
  real	
  life	
  scenarios	
  of	
  how	
  our	
  internal	
  IT	
  
uses	
  this	
  product.	
  	
  Today	
  we’d	
  like	
  to	
  lead	
  a	
  conversaGon	
  dedicated	
  to	
  the	
  product	
  
roadmap	
  of	
  Citrix	
  Director	
  and	
  EdgeSight,	
  what	
  it	
  is	
  and	
  share	
  some	
  insights	
  and	
  best	
  
pracGces	
  on	
  how	
  to	
  use	
  this	
  tool	
  to	
  monitor	
  your	
  XenDesktop	
  7	
  environment.	
  	
  
In	
  doing	
  so,	
  we	
  will	
  address:	
  
	
  
Key	
  Points:	
  	
  
•  Why	
  organizaGons	
  like	
  yours	
  need	
  this	
  type	
  of	
  troubleshooGng	
  and	
  monitoring.	
  	
  
•  What	
  Citrix	
  has	
  learned,	
  based	
  upon	
  discussions	
  with	
  customers,	
  reviewing	
  
internal	
  support	
  cases,	
  real-­‐life	
  experiences	
  from	
  Citrix	
  IT	
  transformaGon	
  soluGon.	
  
•  How	
  Director	
  with	
  EdgeSight	
  can	
  help	
  your	
  organizaGon	
  reduce	
  Gme	
  to	
  resoluGon	
  
and	
  monitor	
  the	
  health	
  and	
  performance	
  of	
  a	
  Citrix	
  delivered	
  applicaGon	
  and	
  
desktop	
  virtualizaGon	
  soluGon	
  
	
  
	
  
1	
  
2
3	
  
Key	
  points:	
  
Intro:	
  
The	
  ability	
  to	
  properly	
  troubleshoot	
  and	
  monitor	
  your	
  environment	
  are	
  the	
  important	
  
factors	
  to	
  enable:	
  
	
  
•  Expanding	
  deployments,	
  end	
  users	
  are	
  accessing	
  from	
  all	
  geographic	
  locaGons	
  
•  Need	
  to	
  ensure	
  the	
  experience	
  is	
  good	
  
•  With	
  XD,	
  there	
  are	
  many	
  moving	
  parts	
  so	
  it’s	
  important	
  to	
  indicate	
  where	
  the	
  
problem	
  is	
  
•  Proving	
  value	
  through	
  reporGng	
  -­‐	
  Customers	
  need	
  to	
  know	
  usage,	
  how	
  has	
  the	
  
health	
  been	
  trending	
  
•  Do	
  I	
  have	
  enough	
  capacity	
  available	
  for	
  future	
  load?	
  
	
  
4	
  
What	
  do	
  we	
  know?	
  	
  It	
  is	
  our	
  product,	
  we	
  know	
  it	
  beWer	
  than	
  anyone	
  else.	
  	
  With	
  
Director	
  and	
  EdgeSight	
  you	
  will	
  see	
  how	
  we	
  use	
  our	
  knowledge	
  to	
  provide	
  	
  
5	
  
Key	
  points:	
  
Next	
  generaGon	
  Director	
  rearchitected	
  on	
  the	
  XD	
  7	
  plaYorm	
  
Unified	
  console	
  provides	
  the	
  real-­‐Gme	
  troubleshooGng	
  along	
  with	
  integraGon	
  of	
  new	
  
EdgeSight	
  features,	
  Performance	
  Manager	
  and	
  Network	
  Inspector	
  
Scales	
  with	
  the	
  plaYorm	
  
Most	
  common	
  problem	
  –	
  “I	
  can’t	
  connect”	
  
	
  Instrumented	
  XD	
  to	
  provide	
  various	
  failure	
  causes	
  for	
  connecGon	
  and	
  
machine	
  failures	
  to	
  determine	
  root	
  cause	
  
End	
  user	
  experience	
  starts	
  with	
  logon	
  
	
  Director	
  breaks	
  the	
  logon	
  into	
  each	
  of	
  the	
  steps,	
  providing	
  the	
  analysis	
  
so	
  the	
  admin	
  is	
  able	
  to	
  pinpoint	
  exactly	
  where	
  the	
  slowdown	
  is	
  occurring	
  
	
  
6	
  
Key	
  points:	
  
Driving	
  Evolu=on	
  
EdgeSight	
  evolves	
  from	
  a	
  standalone	
  product	
  into	
  an	
  integrated	
  soluGon	
  
expanding	
  the	
  value	
  proposiGon	
  of	
  exisGng	
  products	
  such	
  as	
  Director	
  
Providing	
  a	
  holis=c	
  view	
  
Instead	
  of	
  focusing	
  on	
  product	
  silos,	
  this	
  new	
  approach	
  allows	
  Citrix	
  to	
  
provide	
  a	
  more	
  comprehensive	
  and	
  holisGc	
  experience	
  
	
  
	
  
	
  
7	
  
Key	
  points:	
  Pla=num	
  customers	
  get	
  the	
  EdgeSight	
  features	
  
EdgeSight	
  performance	
  management	
  
Longer	
  trending	
  data	
  allows	
  the	
  admin	
  to	
  assess	
  his	
  environment	
  over	
  Gme	
  
Auto-­‐baselining	
  –	
  comparison	
  of	
  current	
  performance	
  based	
  from	
  the	
  
customer’s	
  own	
  environment	
  
EdgeSight	
  network	
  analysis	
  
IntegraGon	
  of	
  NetScaler	
  HDX	
  Insight	
  provides	
  a	
  unified	
  console	
  to	
  
troubleshoot	
  network	
  issues	
  
	
  
	
  
8	
  
With	
  XenDesktop	
  7,	
  we	
  have	
  expanded	
  the	
  role	
  of	
  the	
  Help	
  Desk	
  to	
  provide	
  the	
  L2	
  
Admins	
  addiGonal	
  troubleshooGng	
  and	
  environment	
  health	
  metrics	
  
9	
  
Add	
  in	
  the	
  EdgeSight	
  performance	
  management	
  feature,	
  customers	
  get	
  extended	
  
historical	
  data	
  retenGon	
  which	
  provides	
  the	
  longer	
  term	
  capacity	
  analysis	
  and	
  health	
  
and	
  performance	
  trending	
  over	
  Gme.	
  
Helps	
  admin	
  understand	
  if	
  a	
  problem	
  is	
  occurring	
  every	
  Monday	
  at	
  9:00a	
  
Enables	
  comparison	
  of	
  previous	
  quarters’	
  capacity	
  over	
  current	
  quarters	
  capacity	
  
through	
  the	
  concurrent	
  sessions	
  analysis	
  
Assessment	
  of	
  health	
  -­‐	
  connecGon	
  and	
  machine	
  failures	
  
Capacity	
  –	
  history	
  of	
  usage	
  based	
  on	
  sessions	
  enable	
  projecGon	
  for	
  
future	
  capacity	
  
Performance	
  –	
  trending	
  of	
  App	
  load	
  evaluators	
  and	
  logon	
  performance	
  
provide	
  visibility	
  into	
  historical	
  performance	
  indicators	
  enabling	
  
administrators	
  to	
  adjust	
  environment	
  as	
  needed	
  
	
  
	
  
10	
  
Key	
  points:	
  
For	
  plaGnum	
  customers	
  -­‐	
  EdgeSight	
  network	
  analysis	
  
Provides	
  ICA	
  packet	
  visibility	
  enabling	
  the	
  admin	
  to	
  view	
  the	
  latency	
  and	
  
throughput	
  (bandwidth)	
  uGlizaGon	
  
Drill	
  down	
  into	
  per	
  user	
  ICA	
  network	
  uGlizaGon	
  
ApplicaGon/desktop	
  launch	
  metrics	
  –	
  number	
  of	
  launches,	
  launch	
  duraGon	
  
11	
  
12
How	
  Director	
  has	
  helped	
  us	
  last	
  two	
  years	
  
	
  
Some	
  of	
  the	
  pracGcal	
  applicaGons	
  of	
  the	
  features	
  coming	
  in	
  Director	
  with	
  EdgeSight	
  	
  
	
  
•  In	
  IT,	
  we’ve	
  moved	
  on	
  from	
  the	
  era	
  of	
  rebooGng	
  and	
  reimaging	
  
	
  
•  Standardized	
  corporate	
  laptop	
  becoming	
  the	
  past	
  
	
  
•  Our	
  service	
  desk	
  team	
  is	
  virtual,	
  not	
  physical	
  
	
  
13	
  
•  8800	
  employees	
  
	
  
•  90	
  Offices	
  Across	
  35	
  Countries	
  
	
  
•  Number	
  of	
  remote	
  employees	
  
•  Those	
  based	
  in	
  offices	
  are	
  on	
  the	
  move	
  	
  and	
  working	
  from	
  home	
  outside	
  of	
  business	
  hours	
  
14	
  
 
•  7,100	
  desktops	
  deployed	
  in	
  four	
  corporate	
  datacenters	
  around	
  the	
  world	
  
	
  
•  Offer	
  a	
  mix	
  of	
  Pooled,	
  Dedicated,	
  and	
  now	
  PvD,	
  based	
  on	
  job	
  funcGon	
  
•  Keep	
  their	
  desktop	
  next	
  to	
  their	
  user	
  data	
  –	
  Exchange,	
  home	
  folders,	
  etc	
  for	
  best	
  
performance	
  
	
  
•  Secure	
  corporate	
  data	
  in	
  the	
  datacenter,	
  while	
  providing	
  a	
  great	
  desktop	
  experience	
  on	
  
any	
  device	
  
15	
  
•  3	
  Gered	
  IT	
  team	
  
	
  
•  Level	
  1	
  &	
  2	
  teams	
  use	
  Director	
  exclusively	
  to	
  assist	
  users	
  
	
  
•  Costs	
  increase	
  and	
  saGsfacGon	
  declines	
  with	
  each	
  escalaGon	
  
	
  
•  User	
  saGsfacGon	
  drives	
  adopGon	
  	
  
•  Business	
  will	
  find	
  alternaGve	
  soluGons	
  on	
  their	
  own	
  
	
  
•  At	
  Citrix	
  for	
  five	
  months	
  of	
  this	
  year	
  –	
  84%	
  of	
  XenDesktop	
  issues	
  resolved	
  on	
  first	
  
call	
  
	
  
16	
  
•  Very	
  Gme	
  intensive	
  to	
  find	
  events	
  and	
  correlate	
  to	
  issues	
  
	
  
•  Probably	
  also	
  have	
  a	
  change	
  management	
  system,	
  but	
  again	
  Gme	
  intensive	
  doing	
  
detecGve	
  work	
  
	
  
•  Series	
  of	
  smaller	
  changes	
  can	
  lead	
  up	
  to	
  a	
  big	
  impact,	
  the	
  Gming	
  of	
  which	
  doesn’t	
  always	
  
correlate	
  to	
  the	
  incident	
  
	
  
•  Director	
  puts	
  the	
  data	
  in	
  an	
  easy	
  to	
  consume	
  format	
  
	
  
•  Distributed,	
  follow	
  the	
  sun	
  operaGons	
  team	
  
•  Everyone	
  sees	
  the	
  same,	
  making	
  conversaGons	
  easier	
  
17	
  
•  What	
  is	
  normal?	
  
•  Trending	
  is	
  key	
  to	
  providing	
  context,	
  Director	
  with	
  Edgesight	
  provides	
  that.	
  
•  User	
  workloads	
  vary	
  by	
  department,	
  region	
  and	
  Gme.	
  	
  What’s	
  going	
  on	
  now	
  may	
  be	
  twice	
  
your	
  normal	
  of	
  last	
  week	
  (end	
  of	
  quarter,	
  etc).	
  
•  Use	
  Director	
  to	
  see	
  and	
  understand	
  these	
  trends	
  
•  End	
  of	
  quarter	
  period,	
  increased	
  acGvity	
  Sales,	
  Services,	
  Finance,	
  Customer	
  Care	
  
•  Found	
  that	
  our	
  India	
  employees	
  were	
  using	
  Pooled	
  desktops	
  out	
  of	
  Miami,	
  not	
  Singapore,	
  
because	
  the	
  data	
  they	
  were	
  accessing	
  most	
  o&en	
  was	
  there	
  
18	
  
•  First	
  reacGon	
  to	
  seeing	
  something	
  going	
  wrong	
  is	
  figuring	
  out	
  how	
  to	
  fix	
  it	
  
•  O&en	
  however,	
  ‘work’	
  gets	
  in	
  way.	
  	
  It’s	
  not	
  a	
  problem	
  yet…	
  storage,	
  hypervisors,	
  
other	
  metrics	
  sGll	
  look	
  good,	
  and	
  users	
  aren’t	
  complaining.	
  	
  	
  
•  Is	
  this	
  a	
  cyclical,	
  but	
  normal	
  occurrence?	
  
	
  
•  If	
  it	
  keeps	
  happening,	
  will	
  it	
  get	
  worse?	
  
•  Decide	
  on	
  acGon	
  and	
  be	
  confident	
  with	
  it,	
  using	
  all	
  the	
  informaGon	
  
19	
  
•  Make	
  it	
  easy	
  for	
  your	
  employees	
  on	
  day	
  one	
  with	
  XenDesktop	
  
	
  
•  Citrix	
  has	
  acquired	
  a	
  number	
  of	
  companies,	
  onboard	
  them	
  with	
  XenDesktop	
  
•  Gives	
  a	
  great	
  first	
  day	
  experience,	
  relives	
  some	
  of	
  the	
  worry	
  of	
  integraGon	
  
•  Procurement	
  doesn’t	
  happen	
  overnight,	
  even	
  in	
  the	
  cloud,	
  need	
  budget	
  
•  Go	
  to	
  the	
  business	
  before	
  capacity	
  becomes	
  a	
  problem,	
  don’t	
  need	
  to	
  keep	
  large	
  excess	
  
numbers	
  in	
  reserve	
  
•  Pilot,	
  get	
  real	
  numbers	
  from	
  Director,	
  expand	
  
20	
  
21
Key	
  points:	
  
Customer	
  interviews,	
  sat	
  with	
  Help	
  Desk	
  personnel	
  to	
  observe	
  their	
  day	
  
L1	
  did	
  3	
  things:	
  
Restarted	
  the	
  user’s	
  machine	
  
Shadowed	
  in	
  to	
  bring	
  up	
  Windows	
  Task	
  Manager	
  and	
  look	
  for	
  the	
  hung	
  
applicaGon	
  or	
  process	
  consuming	
  CPU	
  or	
  memory	
  
Reset	
  profile	
  (if	
  allowed	
  and	
  varied	
  company	
  to	
  company)	
  
Citrix	
  created	
  the	
  AcGonable	
  Help	
  Desk	
  page	
  to	
  resolve	
  issues	
  at	
  first	
  touch	
  
Benefits	
  
Opportunity	
  to	
  reduce	
  operaGng	
  costs	
  	
  
Industry	
  standards	
  –	
  32%	
  of	
  customers	
  call	
  back	
  because	
  their	
  issues	
  wasn’t	
  resolved	
  
on	
  their	
  first	
  call	
  
Industry	
  call	
  center	
  average	
  is	
  1.4	
  calls	
  to	
  resolve	
  a	
  customer’s	
  problem	
  
Improve	
  customer	
  saGsfacGon	
  
For	
  every	
  1%	
  FCR,	
  you	
  get	
  a	
  1%	
  improvement	
  in	
  customer	
  saGsfacGon	
  
FCR	
  is	
  the	
  highest	
  correlated	
  metric	
  to	
  customer	
  saGsfacGon	
  (opposite	
  can	
  
occur	
  for	
  dissaGsfacGon)	
  
22	
  
Key	
  points:	
  
Expanded	
  User	
  Details	
  adds	
  AcGvity	
  Manager,	
  Logon	
  duraGon,	
  comparing	
  current	
  
session	
  to	
  same	
  user	
  in	
  the	
  last	
  7	
  days	
  to	
  that	
  user’s	
  delivery	
  group	
  –	
  easy	
  to	
  
determine	
  where	
  the	
  problem	
  may	
  be	
  
Details	
  on	
  Microso&	
  and	
  Citrix	
  profiles	
  –	
  ability	
  to	
  reset	
  the	
  profile	
  
Add	
  in	
  EdgeSight	
  network	
  analysis	
  to	
  bring	
  key	
  network	
  performance	
  measurements,	
  
example	
  –	
  can	
  determine	
  if	
  it	
  is	
  client	
  side	
  (WAN)	
  or	
  server	
  side	
  (LAN)	
  problem	
  
23	
  
Key	
  points:	
  
Expanded	
  User	
  Details	
  adds	
  AcGvity	
  Manager,	
  Logon	
  duraGon,	
  comparing	
  current	
  
session	
  to	
  same	
  user	
  in	
  the	
  last	
  7	
  days	
  to	
  that	
  user’s	
  delivery	
  group	
  –	
  easy	
  to	
  
determine	
  where	
  the	
  problem	
  may	
  be	
  
Details	
  on	
  Microso&	
  and	
  Citrix	
  profiles	
  –	
  ability	
  to	
  reset	
  the	
  profile	
  
Add	
  in	
  EdgeSight	
  network	
  analysis	
  to	
  bring	
  key	
  network	
  performance	
  measurements,	
  
example	
  –	
  can	
  determine	
  if	
  it	
  is	
  client	
  side	
  (WAN)	
  or	
  server	
  side	
  (LAN)	
  problem	
  
24	
  
Key	
  points:	
  
Expanded	
  User	
  Details	
  adds	
  AcGvity	
  Manager,	
  Logon	
  duraGon,	
  comparing	
  current	
  
session	
  to	
  same	
  user	
  in	
  the	
  last	
  7	
  days	
  to	
  that	
  user’s	
  delivery	
  group	
  –	
  easy	
  to	
  
determine	
  where	
  the	
  problem	
  may	
  be	
  
Details	
  on	
  Microso&	
  and	
  Citrix	
  profiles	
  –	
  ability	
  to	
  reset	
  the	
  profile	
  
Add	
  in	
  EdgeSight	
  network	
  analysis	
  to	
  bring	
  key	
  network	
  performance	
  measurements,	
  
example	
  –	
  can	
  determine	
  if	
  it	
  is	
  client	
  side	
  (WAN)	
  or	
  server	
  side	
  (LAN)	
  problem	
  
25	
  
Key	
  points:	
  
Expanded	
  User	
  Details	
  adds	
  AcGvity	
  Manager,	
  Logon	
  duraGon,	
  comparing	
  current	
  
session	
  to	
  same	
  user	
  in	
  the	
  last	
  7	
  days	
  to	
  that	
  user’s	
  delivery	
  group	
  –	
  easy	
  to	
  
determine	
  where	
  the	
  problem	
  may	
  be	
  
Details	
  on	
  Microso&	
  and	
  Citrix	
  profiles	
  –	
  ability	
  to	
  reset	
  the	
  profile	
  
Add	
  in	
  EdgeSight	
  network	
  analysis	
  to	
  bring	
  key	
  network	
  performance	
  measurements,	
  
example	
  –	
  can	
  determine	
  if	
  it	
  is	
  client	
  side	
  (WAN)	
  or	
  server	
  side	
  (LAN)	
  problem	
  
26	
  
Key	
  points:	
  
Expanded	
  User	
  Details	
  adds	
  AcGvity	
  Manager,	
  Logon	
  duraGon,	
  comparing	
  current	
  
session	
  to	
  same	
  user	
  in	
  the	
  last	
  7	
  days	
  to	
  that	
  user’s	
  delivery	
  group	
  –	
  easy	
  to	
  
determine	
  where	
  the	
  problem	
  may	
  be	
  
Details	
  on	
  Microso&	
  and	
  Citrix	
  profiles	
  –	
  ability	
  to	
  reset	
  the	
  profile	
  
Add	
  in	
  EdgeSight	
  network	
  analysis	
  to	
  bring	
  key	
  network	
  performance	
  measurements,	
  
example	
  –	
  can	
  determine	
  if	
  it	
  is	
  client	
  side	
  (WAN)	
  or	
  server	
  side	
  (LAN)	
  problem	
  
27	
  
Key	
  points:	
  
TroubleshooGng	
  dashboard	
  (click)	
  
Shows	
  errors	
  with	
  connecGon	
  and	
  machine	
  failures,	
  now	
  can	
  see	
  errors	
  in	
  real	
  Gme,	
  
allowing	
  IT	
  admins	
  to	
  proacGvely	
  prevent	
  failures	
  causing	
  a	
  major	
  business	
  impact	
  
(click)	
  
All	
  charts	
  show	
  the	
  last	
  60	
  min.,	
  updated	
  every	
  minute	
  
Concurrent	
  session	
  connected	
  over	
  the	
  past	
  hour	
  (click)	
  
#	
  of	
  logons	
  compared	
  to	
  the	
  average	
  logon	
  duraGon	
  –	
  shows	
  impact	
  of	
  a	
  logon	
  storm	
  
to	
  the	
  end	
  users,	
  indicated	
  by	
  extended	
  logon	
  Gmes	
  (click)	
  
Infrastructure	
  panel	
  provides	
  hypervisor	
  alerts,	
  delivery	
  controller	
  service	
  alerts	
  -­‐	
  
noGficaGon	
  on	
  key	
  DDC	
  services	
  
Click	
  on	
  numbers,	
  takes	
  you	
  to	
  a	
  drill	
  down	
  view	
  (next	
  slide)	
  
28	
  
The	
  drill	
  down	
  view	
  brings	
  the	
  failure	
  context	
  from	
  the	
  dashboard	
  
Shows	
  all	
  informaGon	
  on	
  who	
  was	
  affected	
  and	
  why,	
  Gme	
  of	
  failure,	
  etc	
  
Enables	
  global	
  acGons	
  for	
  power	
  control,	
  maint	
  mode,	
  send	
  messages,	
  etc.	
  
29	
  
Clicking	
  on	
  the	
  chart	
  in	
  the	
  dashboard	
  workflow	
  brings	
  admin	
  to	
  the	
  connecGon	
  
failures	
  trends	
  page	
  for	
  further	
  invesGgaGon	
  
ConfiguraGon	
  logging	
  which	
  tracks	
  admin	
  acGons,	
  is	
  brought	
  into	
  the	
  Trends	
  failure	
  
charts	
  to	
  provide	
  the	
  context	
  and	
  correlaGon	
  of	
  why	
  failures	
  are	
  happening.	
  
In	
  this	
  case,	
  the	
  admin	
  enabled	
  maintenance	
  mode,	
  and	
  as	
  users	
  started	
  to	
  login,	
  
they	
  weren’t	
  able	
  to	
  because	
  the	
  machines	
  were	
  not	
  available	
  
	
  
30	
  
Key	
  points:	
  
Trends	
  view	
  provides	
  logon	
  performance	
  	
  
Comparison	
  of	
  duraGon	
  Gmes	
  with	
  previous	
  baseline	
  
31	
  
Key	
  points:	
  
New	
  trend	
  report	
  for	
  load	
  evaluaGon	
  
Those	
  from	
  XA	
  world	
  understand	
  this	
  metric.	
  	
  Shown	
  here,	
  able	
  to	
  beWer	
  understand	
  
how	
  the	
  load	
  evaluaGon	
  if	
  affecGng	
  the	
  logged	
  on	
  users	
  
Can	
  choose	
  Gmeframe.	
  Export.	
  Show	
  delivery	
  group	
  
32	
  
Key	
  points:	
  
Historical	
  trending	
  with	
  providing	
  environment	
  capacity	
  and	
  performance	
  and	
  
analysis	
  
Trending	
  over	
  7	
  days,	
  last	
  month,	
  last	
  year,	
  custom	
  date	
  ranges	
  enabled	
  
Auto-­‐baselining	
  –	
  baselines	
  built	
  from	
  the	
  customer	
  environment	
  
	
  
33	
  
Key	
  points:	
  
Brings	
  the	
  network	
  aspect	
  to	
  the	
  desktop	
  and	
  apps	
  administrator	
  
Breaks	
  down	
  the	
  ICA	
  packet	
  for	
  analysis	
  
Provides	
  key	
  network	
  performance	
  metrics	
  such	
  as	
  jiWer,	
  to	
  enable	
  admins	
  to	
  
understand	
  what	
  may	
  be	
  affecGng	
  voice	
  or	
  video	
  performance	
  
Provides	
  the	
  ICA	
  RTT	
  compared	
  to	
  the	
  network	
  latency	
  –	
  enables	
  determinaGon	
  if	
  it	
  
something	
  in	
  the	
  network	
  or	
  XD	
  applicaGon	
  server	
  
34	
  
35
The	
  Monitor	
  Service	
  is	
  a	
  new	
  XenDesktop	
  service	
  for	
  collecGon	
  and	
  managing	
  the	
  
historical	
  data	
  shown	
  in	
  Director.	
  	
  	
  	
  	
  
	
  
It	
  collects	
  session	
  usage,	
  logon	
  performance	
  details,	
  and	
  connecGon	
  and	
  machine	
  
failure	
  informaGon.	
  	
  	
  
InstrumentaGon	
  in	
  the	
  VDAs	
  and	
  the	
  Broker	
  service	
  is	
  collected	
  by	
  the	
  Monitor	
  
Service	
  as	
  events.	
  	
  The	
  events	
  are	
  pieced	
  together	
  onto	
  a	
  data	
  model	
  that	
  can	
  answer	
  
quesGons	
  like	
  “Where	
  is	
  all	
  the	
  Gme	
  being	
  spent	
  during	
  the	
  logon	
  process?”.	
  
The	
  data	
  is	
  stored	
  in	
  a	
  logical	
  monitor	
  database	
  which	
  can	
  either	
  be	
  in	
  the	
  
XenDesktop	
  site	
  database	
  for	
  small	
  deployments	
  or	
  a	
  separate	
  database	
  for	
  larger	
  
enterprise	
  deployments.	
  
	
  
Customers	
  can	
  pull	
  data	
  from	
  ODATA	
  API	
  to	
  put	
  into	
  CSV	
  format.	
  This	
  will	
  be	
  
publically	
  documented	
  
For	
  large	
  deployments,	
  recommend	
  separate	
  broker,	
  monitoring,	
  configuraGon	
  DBs	
  
with	
  SQL.	
  
	
  
36	
  
37	
  
Director	
  and	
  EdgeSight	
  provides:	
  
A	
  comprehensive	
  monitoring	
  and	
  troubleshooGng	
  soluGon	
  allowing	
  the	
  
customer	
  to	
  understand	
  every	
  aspect	
  of	
  his	
  Citrix	
  environment	
  
The	
  ability	
  to	
  correlate	
  end-­‐user	
  experience	
  with	
  Citrix	
  desktop	
  and	
  
applicaGon	
  delivery	
  through	
  ICA	
  protocol	
  level	
  parsing	
  
A	
  single	
  pane	
  of	
  glass	
  soluGon	
  for	
  troubleshooGng	
  and	
  monitoring	
  
Capacity	
  management	
  and	
  health/performance	
  trending	
  
	
  
38	
  
39	
  
40	
  
41	
  
42	
  
43	
  
44	
  
45	
  
46	
  

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Excalibur: best practices for virtual desktop operations leveraging Citrix Director with EdgeSight

  • 1. Intro:  Good  a&ernoon  and  thanks  to  everyone  for  being  here.  I’m  Lisa  Berlin,  Product   Manager  for  Director  and  EdgeSight.  I  want  to  talk  to  you  about  Citrix  Director  and   EdgeSight  and  where  we  are  taking  it.    This  is  a  great  innovaGon  of  our  product   roadmap!    Having  formerly  been  a  Citrix  customer  and  then  customer  facing  as  a   manager  in  the  Citrix  Technical  Support  team,  this  has  given  me  some  great  insight  as   we  have  developed  this  product.  I’m  here  with  Chris  Roberts,  Sr.  Manager  of  our   Citrix  IT,    who  will  take  you  through  some  real  life  scenarios  of  how  our  internal  IT   uses  this  product.    Today  we’d  like  to  lead  a  conversaGon  dedicated  to  the  product   roadmap  of  Citrix  Director  and  EdgeSight,  what  it  is  and  share  some  insights  and  best   pracGces  on  how  to  use  this  tool  to  monitor  your  XenDesktop  7  environment.     In  doing  so,  we  will  address:     Key  Points:     •  Why  organizaGons  like  yours  need  this  type  of  troubleshooGng  and  monitoring.     •  What  Citrix  has  learned,  based  upon  discussions  with  customers,  reviewing   internal  support  cases,  real-­‐life  experiences  from  Citrix  IT  transformaGon  soluGon.   •  How  Director  with  EdgeSight  can  help  your  organizaGon  reduce  Gme  to  resoluGon   and  monitor  the  health  and  performance  of  a  Citrix  delivered  applicaGon  and   desktop  virtualizaGon  soluGon       1  
  • 2. 2
  • 4. Key  points:   Intro:   The  ability  to  properly  troubleshoot  and  monitor  your  environment  are  the  important   factors  to  enable:     •  Expanding  deployments,  end  users  are  accessing  from  all  geographic  locaGons   •  Need  to  ensure  the  experience  is  good   •  With  XD,  there  are  many  moving  parts  so  it’s  important  to  indicate  where  the   problem  is   •  Proving  value  through  reporGng  -­‐  Customers  need  to  know  usage,  how  has  the   health  been  trending   •  Do  I  have  enough  capacity  available  for  future  load?     4  
  • 5. What  do  we  know?    It  is  our  product,  we  know  it  beWer  than  anyone  else.    With   Director  and  EdgeSight  you  will  see  how  we  use  our  knowledge  to  provide     5  
  • 6. Key  points:   Next  generaGon  Director  rearchitected  on  the  XD  7  plaYorm   Unified  console  provides  the  real-­‐Gme  troubleshooGng  along  with  integraGon  of  new   EdgeSight  features,  Performance  Manager  and  Network  Inspector   Scales  with  the  plaYorm   Most  common  problem  –  “I  can’t  connect”    Instrumented  XD  to  provide  various  failure  causes  for  connecGon  and   machine  failures  to  determine  root  cause   End  user  experience  starts  with  logon    Director  breaks  the  logon  into  each  of  the  steps,  providing  the  analysis   so  the  admin  is  able  to  pinpoint  exactly  where  the  slowdown  is  occurring     6  
  • 7. Key  points:   Driving  Evolu=on   EdgeSight  evolves  from  a  standalone  product  into  an  integrated  soluGon   expanding  the  value  proposiGon  of  exisGng  products  such  as  Director   Providing  a  holis=c  view   Instead  of  focusing  on  product  silos,  this  new  approach  allows  Citrix  to   provide  a  more  comprehensive  and  holisGc  experience         7  
  • 8. Key  points:  Pla=num  customers  get  the  EdgeSight  features   EdgeSight  performance  management   Longer  trending  data  allows  the  admin  to  assess  his  environment  over  Gme   Auto-­‐baselining  –  comparison  of  current  performance  based  from  the   customer’s  own  environment   EdgeSight  network  analysis   IntegraGon  of  NetScaler  HDX  Insight  provides  a  unified  console  to   troubleshoot  network  issues       8  
  • 9. With  XenDesktop  7,  we  have  expanded  the  role  of  the  Help  Desk  to  provide  the  L2   Admins  addiGonal  troubleshooGng  and  environment  health  metrics   9  
  • 10. Add  in  the  EdgeSight  performance  management  feature,  customers  get  extended   historical  data  retenGon  which  provides  the  longer  term  capacity  analysis  and  health   and  performance  trending  over  Gme.   Helps  admin  understand  if  a  problem  is  occurring  every  Monday  at  9:00a   Enables  comparison  of  previous  quarters’  capacity  over  current  quarters  capacity   through  the  concurrent  sessions  analysis   Assessment  of  health  -­‐  connecGon  and  machine  failures   Capacity  –  history  of  usage  based  on  sessions  enable  projecGon  for   future  capacity   Performance  –  trending  of  App  load  evaluators  and  logon  performance   provide  visibility  into  historical  performance  indicators  enabling   administrators  to  adjust  environment  as  needed       10  
  • 11. Key  points:   For  plaGnum  customers  -­‐  EdgeSight  network  analysis   Provides  ICA  packet  visibility  enabling  the  admin  to  view  the  latency  and   throughput  (bandwidth)  uGlizaGon   Drill  down  into  per  user  ICA  network  uGlizaGon   ApplicaGon/desktop  launch  metrics  –  number  of  launches,  launch  duraGon   11  
  • 12. 12 How  Director  has  helped  us  last  two  years     Some  of  the  pracGcal  applicaGons  of  the  features  coming  in  Director  with  EdgeSight      
  • 13. •  In  IT,  we’ve  moved  on  from  the  era  of  rebooGng  and  reimaging     •  Standardized  corporate  laptop  becoming  the  past     •  Our  service  desk  team  is  virtual,  not  physical     13  
  • 14. •  8800  employees     •  90  Offices  Across  35  Countries     •  Number  of  remote  employees   •  Those  based  in  offices  are  on  the  move    and  working  from  home  outside  of  business  hours   14  
  • 15.   •  7,100  desktops  deployed  in  four  corporate  datacenters  around  the  world     •  Offer  a  mix  of  Pooled,  Dedicated,  and  now  PvD,  based  on  job  funcGon   •  Keep  their  desktop  next  to  their  user  data  –  Exchange,  home  folders,  etc  for  best   performance     •  Secure  corporate  data  in  the  datacenter,  while  providing  a  great  desktop  experience  on   any  device   15  
  • 16. •  3  Gered  IT  team     •  Level  1  &  2  teams  use  Director  exclusively  to  assist  users     •  Costs  increase  and  saGsfacGon  declines  with  each  escalaGon     •  User  saGsfacGon  drives  adopGon     •  Business  will  find  alternaGve  soluGons  on  their  own     •  At  Citrix  for  five  months  of  this  year  –  84%  of  XenDesktop  issues  resolved  on  first   call     16  
  • 17. •  Very  Gme  intensive  to  find  events  and  correlate  to  issues     •  Probably  also  have  a  change  management  system,  but  again  Gme  intensive  doing   detecGve  work     •  Series  of  smaller  changes  can  lead  up  to  a  big  impact,  the  Gming  of  which  doesn’t  always   correlate  to  the  incident     •  Director  puts  the  data  in  an  easy  to  consume  format     •  Distributed,  follow  the  sun  operaGons  team   •  Everyone  sees  the  same,  making  conversaGons  easier   17  
  • 18. •  What  is  normal?   •  Trending  is  key  to  providing  context,  Director  with  Edgesight  provides  that.   •  User  workloads  vary  by  department,  region  and  Gme.    What’s  going  on  now  may  be  twice   your  normal  of  last  week  (end  of  quarter,  etc).   •  Use  Director  to  see  and  understand  these  trends   •  End  of  quarter  period,  increased  acGvity  Sales,  Services,  Finance,  Customer  Care   •  Found  that  our  India  employees  were  using  Pooled  desktops  out  of  Miami,  not  Singapore,   because  the  data  they  were  accessing  most  o&en  was  there   18  
  • 19. •  First  reacGon  to  seeing  something  going  wrong  is  figuring  out  how  to  fix  it   •  O&en  however,  ‘work’  gets  in  way.    It’s  not  a  problem  yet…  storage,  hypervisors,   other  metrics  sGll  look  good,  and  users  aren’t  complaining.       •  Is  this  a  cyclical,  but  normal  occurrence?     •  If  it  keeps  happening,  will  it  get  worse?   •  Decide  on  acGon  and  be  confident  with  it,  using  all  the  informaGon   19  
  • 20. •  Make  it  easy  for  your  employees  on  day  one  with  XenDesktop     •  Citrix  has  acquired  a  number  of  companies,  onboard  them  with  XenDesktop   •  Gives  a  great  first  day  experience,  relives  some  of  the  worry  of  integraGon   •  Procurement  doesn’t  happen  overnight,  even  in  the  cloud,  need  budget   •  Go  to  the  business  before  capacity  becomes  a  problem,  don’t  need  to  keep  large  excess   numbers  in  reserve   •  Pilot,  get  real  numbers  from  Director,  expand   20  
  • 21. 21
  • 22. Key  points:   Customer  interviews,  sat  with  Help  Desk  personnel  to  observe  their  day   L1  did  3  things:   Restarted  the  user’s  machine   Shadowed  in  to  bring  up  Windows  Task  Manager  and  look  for  the  hung   applicaGon  or  process  consuming  CPU  or  memory   Reset  profile  (if  allowed  and  varied  company  to  company)   Citrix  created  the  AcGonable  Help  Desk  page  to  resolve  issues  at  first  touch   Benefits   Opportunity  to  reduce  operaGng  costs     Industry  standards  –  32%  of  customers  call  back  because  their  issues  wasn’t  resolved   on  their  first  call   Industry  call  center  average  is  1.4  calls  to  resolve  a  customer’s  problem   Improve  customer  saGsfacGon   For  every  1%  FCR,  you  get  a  1%  improvement  in  customer  saGsfacGon   FCR  is  the  highest  correlated  metric  to  customer  saGsfacGon  (opposite  can   occur  for  dissaGsfacGon)   22  
  • 23. Key  points:   Expanded  User  Details  adds  AcGvity  Manager,  Logon  duraGon,  comparing  current   session  to  same  user  in  the  last  7  days  to  that  user’s  delivery  group  –  easy  to   determine  where  the  problem  may  be   Details  on  Microso&  and  Citrix  profiles  –  ability  to  reset  the  profile   Add  in  EdgeSight  network  analysis  to  bring  key  network  performance  measurements,   example  –  can  determine  if  it  is  client  side  (WAN)  or  server  side  (LAN)  problem   23  
  • 24. Key  points:   Expanded  User  Details  adds  AcGvity  Manager,  Logon  duraGon,  comparing  current   session  to  same  user  in  the  last  7  days  to  that  user’s  delivery  group  –  easy  to   determine  where  the  problem  may  be   Details  on  Microso&  and  Citrix  profiles  –  ability  to  reset  the  profile   Add  in  EdgeSight  network  analysis  to  bring  key  network  performance  measurements,   example  –  can  determine  if  it  is  client  side  (WAN)  or  server  side  (LAN)  problem   24  
  • 25. Key  points:   Expanded  User  Details  adds  AcGvity  Manager,  Logon  duraGon,  comparing  current   session  to  same  user  in  the  last  7  days  to  that  user’s  delivery  group  –  easy  to   determine  where  the  problem  may  be   Details  on  Microso&  and  Citrix  profiles  –  ability  to  reset  the  profile   Add  in  EdgeSight  network  analysis  to  bring  key  network  performance  measurements,   example  –  can  determine  if  it  is  client  side  (WAN)  or  server  side  (LAN)  problem   25  
  • 26. Key  points:   Expanded  User  Details  adds  AcGvity  Manager,  Logon  duraGon,  comparing  current   session  to  same  user  in  the  last  7  days  to  that  user’s  delivery  group  –  easy  to   determine  where  the  problem  may  be   Details  on  Microso&  and  Citrix  profiles  –  ability  to  reset  the  profile   Add  in  EdgeSight  network  analysis  to  bring  key  network  performance  measurements,   example  –  can  determine  if  it  is  client  side  (WAN)  or  server  side  (LAN)  problem   26  
  • 27. Key  points:   Expanded  User  Details  adds  AcGvity  Manager,  Logon  duraGon,  comparing  current   session  to  same  user  in  the  last  7  days  to  that  user’s  delivery  group  –  easy  to   determine  where  the  problem  may  be   Details  on  Microso&  and  Citrix  profiles  –  ability  to  reset  the  profile   Add  in  EdgeSight  network  analysis  to  bring  key  network  performance  measurements,   example  –  can  determine  if  it  is  client  side  (WAN)  or  server  side  (LAN)  problem   27  
  • 28. Key  points:   TroubleshooGng  dashboard  (click)   Shows  errors  with  connecGon  and  machine  failures,  now  can  see  errors  in  real  Gme,   allowing  IT  admins  to  proacGvely  prevent  failures  causing  a  major  business  impact   (click)   All  charts  show  the  last  60  min.,  updated  every  minute   Concurrent  session  connected  over  the  past  hour  (click)   #  of  logons  compared  to  the  average  logon  duraGon  –  shows  impact  of  a  logon  storm   to  the  end  users,  indicated  by  extended  logon  Gmes  (click)   Infrastructure  panel  provides  hypervisor  alerts,  delivery  controller  service  alerts  -­‐   noGficaGon  on  key  DDC  services   Click  on  numbers,  takes  you  to  a  drill  down  view  (next  slide)   28  
  • 29. The  drill  down  view  brings  the  failure  context  from  the  dashboard   Shows  all  informaGon  on  who  was  affected  and  why,  Gme  of  failure,  etc   Enables  global  acGons  for  power  control,  maint  mode,  send  messages,  etc.   29  
  • 30. Clicking  on  the  chart  in  the  dashboard  workflow  brings  admin  to  the  connecGon   failures  trends  page  for  further  invesGgaGon   ConfiguraGon  logging  which  tracks  admin  acGons,  is  brought  into  the  Trends  failure   charts  to  provide  the  context  and  correlaGon  of  why  failures  are  happening.   In  this  case,  the  admin  enabled  maintenance  mode,  and  as  users  started  to  login,   they  weren’t  able  to  because  the  machines  were  not  available     30  
  • 31. Key  points:   Trends  view  provides  logon  performance     Comparison  of  duraGon  Gmes  with  previous  baseline   31  
  • 32. Key  points:   New  trend  report  for  load  evaluaGon   Those  from  XA  world  understand  this  metric.    Shown  here,  able  to  beWer  understand   how  the  load  evaluaGon  if  affecGng  the  logged  on  users   Can  choose  Gmeframe.  Export.  Show  delivery  group   32  
  • 33. Key  points:   Historical  trending  with  providing  environment  capacity  and  performance  and   analysis   Trending  over  7  days,  last  month,  last  year,  custom  date  ranges  enabled   Auto-­‐baselining  –  baselines  built  from  the  customer  environment     33  
  • 34. Key  points:   Brings  the  network  aspect  to  the  desktop  and  apps  administrator   Breaks  down  the  ICA  packet  for  analysis   Provides  key  network  performance  metrics  such  as  jiWer,  to  enable  admins  to   understand  what  may  be  affecGng  voice  or  video  performance   Provides  the  ICA  RTT  compared  to  the  network  latency  –  enables  determinaGon  if  it   something  in  the  network  or  XD  applicaGon  server   34  
  • 35. 35
  • 36. The  Monitor  Service  is  a  new  XenDesktop  service  for  collecGon  and  managing  the   historical  data  shown  in  Director.             It  collects  session  usage,  logon  performance  details,  and  connecGon  and  machine   failure  informaGon.       InstrumentaGon  in  the  VDAs  and  the  Broker  service  is  collected  by  the  Monitor   Service  as  events.    The  events  are  pieced  together  onto  a  data  model  that  can  answer   quesGons  like  “Where  is  all  the  Gme  being  spent  during  the  logon  process?”.   The  data  is  stored  in  a  logical  monitor  database  which  can  either  be  in  the   XenDesktop  site  database  for  small  deployments  or  a  separate  database  for  larger   enterprise  deployments.     Customers  can  pull  data  from  ODATA  API  to  put  into  CSV  format.  This  will  be   publically  documented   For  large  deployments,  recommend  separate  broker,  monitoring,  configuraGon  DBs   with  SQL.     36  
  • 37. 37  
  • 38. Director  and  EdgeSight  provides:   A  comprehensive  monitoring  and  troubleshooGng  soluGon  allowing  the   customer  to  understand  every  aspect  of  his  Citrix  environment   The  ability  to  correlate  end-­‐user  experience  with  Citrix  desktop  and   applicaGon  delivery  through  ICA  protocol  level  parsing   A  single  pane  of  glass  soluGon  for  troubleshooGng  and  monitoring   Capacity  management  and  health/performance  trending     38  
  • 39. 39  
  • 40. 40  
  • 41. 41  
  • 42. 42  
  • 43. 43  
  • 44. 44  
  • 45. 45  
  • 46. 46