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

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

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Project Avalon Excalibur delivers a powerful new unified architecture for simple, streamlined deployment of Windows apps and desktops across multiple server and desktop OS platforms. But we haven't ...

Project Avalon Excalibur delivers a powerful new unified architecture for simple, streamlined deployment of Windows apps and desktops across multiple server and desktop OS platforms. But we haven't stopped there. A successful deployment requires tools to monitor virtual desktops and applications. This session will cover streamlining of support functions, new analytics for performance management and capacity planning and best practices for aligning IT admin roles.

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

    • 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  
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    • 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  
    • 12How  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  
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    • 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  
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    • 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  
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