Architects
(Engineers/Escalation Point)

Responsibilities

  • Architects are responsible for developing the execution plan and reference architecture for assigned projects.

  • Architects often are responsible for evaluating the feasibility of incorporating a 3rd party’s technology into their environment looking at interoperability, security, scalability, and ease of deployment.

  • Escalation team/engineers typically are focused on looking at macro problems when entire groups of users or locations are experiencing performance issues that need resolved.

  • Often responsible for resolving issues that could potentially span multiple systems as have strong breadth of knowledge across the IT infrastructure, security, and applications.

  • By time escalation team gets involved, it typically has executive attention around the issue and timelines to resolve are tight.

Pains

  • In building reference architectures, struggle to get all IT elements upfront right to ensure solution is well architected, integrated, and highly secure.

  • Do not have the tools or knowledge to quickly view trends around end-user performance to isolate root cause of what is impacting groups of users.

  • Often caught up in the “blame game” around who is responsible for poor end-user performance battling with vendors, other IT teams, other managers, and even end-users. Complexity increases in healthcare where different teams own the EHR systems and clinicians themselves can get involved.

  • Team may or may not have strong expertise in different infrastructure components (like Citrix and VMware Horizon). They often have broad knowledge but not always deep enough to identify root cause of more obscure issues – especially quickly.

  • Seeking new ways to be proactive to reduce escalation issues.

  • When kicking off new projects challenged to identify all areas that could be impacted and how best to monitor value and use over time – especially the impact to end-user performance.

How Goliath Resolves Pains

  • Purpose-built troubleshooting technology with embedded intelligence and automation offers deep broad metrics to isolate root cause of end-user performance issues.

  • Deep visibility into key performance statistics around logon duration, ICA/HDX and/or PCOIP/BLAST latency, session bandwidth, application usage, and more. Technology can enable engineer to look to filter to groups of users to find commonality around potential issues (bad Citrix Receiver, Hypervisor running out of CPU, etc.).

  • Automatic Citrix Discovery and Dependency Map intelligently shows dependency map of entire Citrix/VMware Horizon infrastructure for end-to-end visibility and quick troubleshooting of the entire farm which can impact entire groups of users.

  • Self-healing capabilities to automatically remediate issues based on specific conditions (restart servers, applications, processes, etc.)

  • Historical reports and analytics to provide critical insights into the end-user experience and trends over time. They foster data-driven conversations with other vendors, IT management teams, management, and end users.

  • In healthcare purpose-built modules for troubleshooting and alerting on EHR system performance along with the delivery infrastructure and end-user experience.

Value Delivered with Goliath

  • Reduce ticket resolution time that are escalated to this team.

  • Increase end-user satisfaction around performance, IT, and systems. This can positively impact programs like Epic Honor Roll status in healthcare or increase IT satisfaction rates overall.

  • Foster data driven conversations with other IT groups, other vendors, management, and end users.

  • Deliver successful deployments of assigned projects on-time, on-budget, and with expected results as outlined in the plan.