Law Firm Reduces Citrix Support Tickets by 60%
As a Citrix Platinum customer, this law firm did have Citrix Director deployed in their Citrix XenApp environment. As with most free utilities, these are designed to provide some metrics but it didn’t offer the broad and deep visibility necessary to anticipate, troubleshoot and document Citrix end user experience issues. Citrix Director, beyond being inadequate from a Citrix monitoring and troubleshooting perspective, was too confusing to be useful to the help desk staff.
After looking at several Citrix monitoring and troubleshooting vendors, the firm decided to do a proof of concept with Goliath Technologies. They discovered that Goliath gave—in real-time—very deep and complete visibility into the Citrix end user experience. Of particular value was its ability to quickly identify the root cause of a remote user’s issue—whether it is the connection, stage of the logon sequence, or another program competing for network resources, such as YouTube, Netflix, or a gaming site. With Goliath’s Citrix monitoring and troubleshooting solution, they can see, in real time, if a user’s slow connection is due to internet network quality or a competing program as seen below.
Armed with Goliath’s Citrix monitoring and troubleshooting solution, the IT team was poised to integrate it into their internal processes so they could improve the end user experience through faster response times, improved communication, and an empowered help desk. Pete Chim, Systems Engineer, put a checklist in their ServiceNow knowledge base so the help desk staff could use Goliath’s Citrix monitoring and troubleshooting to conduct a series of checks against this knowledge base when a ticket was opened from an end user complaining about Citrix slowness or disconnects. Now, the help desk staff resolves issues more easily on their own, which has reduced the need to escalate to Citrix engineers by an estimated 60%.