System Admins
(Citrix and VMware Horizon)

Responsibilities

  • Deploy, manage, and support virtual desktop and/or application infrastructure (Citrix, VMware Horizon).

  • Respond to end-user complaints around poor performance (slow logon initiation, duration, and/or session performance).

  • Troubleshoot end user experience issues and identify root cause to resolve.

  • Reporting why issues happened to counterparts and management.

  • Desire to be proactive.

Pains

  • No structured approach or tool set to isolate root cause of end-user performance issues which makes it time consuming and too long of response time to respond to end-user complaints.

  • Spends more time putting out fires of end-user complaints than working on projects.

  • End-user complaints continually stalling or delaying critical infrastructure projects (migrations, upgrades, performance initiatives, new technology deployments).

  • In healthcare, often get escalations late as first routed to the EHR team incorrectly and end-users are frustrated about length of time to resolve an issue when the admin is only seeing it for the first time.

  • No way of proving and documenting where an issue came from so it can be resolved when communicating with counterparts, IT management, vendors or other stake holders.

  • Defending their platform as not being the root cause of the issue whether it is an application or platform like Citrix or VMware horizon.

How Goliath Resolves Pains

  • Purpose-built troubleshooting technology with embedded intelligence and automation that 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.

  • 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.

  • Early warning system that proactively alerts admins around performance issues by automatically monitoring over 250 thresholds, conditions or potential failure points.

  • 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.

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

  • 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

  • Proactively anticipate, troubleshoot, and prevent.

  • Avoid end-user tickets.

  • Technology serves as full-time troubleshooting expert working 24/7/365.

  • Transform IT from reactive to proactive.

  • Faster response to end-user tickets about slow session or logon performance.

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