Setup, operation Citrix/ VDI Managed Service with net 5 FTE – competent, reliable & economical with extended service times (incl. coverage North America) and 24/7 availability.

Brief description:

Starting with operational support in the area of server-based computing and virtual desktops, Netlution has developed a Citrix XenDesktop Managed Service on behalf of and in cooperation with the customer’s team. In this service, Netlution is responsible for the error-free 24/7 operation of server-based computing and virtual desktops with a customized team of experts.

Situation:

For a DAX chemical group with > 100,000 employees and an environment size > 4,500 virtual desktops and over 250 server systems, Netlution is responsible for the trouble-free 24/7 operation of the Citrix infrastructure with a customized team of experts. VMware vSphere is used as the virtualization platform. The systems are distributed worldwide and hosted in APAC, EMEA and NA.

Environment size: > 250 server systems and > 4,500 virtual desktops


Kundenwunsch:

The Citrix infrastructure, which had previously been operated independently with 8/5 support, was to be transferred to a 24/7 managed service. Netlution’s consultants, with their Citrix expertise and in-depth understanding of the customer’s onboarding processes, provided support in setting up new farms and the corresponding migration projects via a project contingent. In the course of this, a customized managed service was to be set up with an appropriate team.

Challenges:

  • Consulting in the area of process design
  • Optimization of internal process flows
  • Design and implementation of highly automated processes
  • Consulting in the area of VDI
  • Obtaining and understanding customer requirements and providing appropriate advice on whether dedicated VDIs or pool VDIs are required
  • Provision of Citrix infrastructure components and their maintenance
  • Maintenance and safeguarding of the 12 Netscalers in the HA network
  • Maintenance of the CMDB in collaboration with other teams

Essential Group-internal services (including the handling of truck transports and medical services) are provided via the Citrix infrastructure. Thousands of internal and external employees use the remote workstations to access the group’s IT systems every day. The customer expected Netlution to adapt quickly and reliably to its dynamic requirements.

During the term of the operating contract, the service hours were extended from 8×5 to 12×5 and thus a further late shift was implemented and integrated into the service to cover the North American service hours, in addition to the EMEA service hours and the 24/7 on-call service.

KPIs:

  • Ensuring global customer operations by providing applications via Citrix (over 7000 VDI/XenAppDesktop servers)
  • Securing the HA environment via Netscaler
  • Resolved more than 3500 incidents in 2019
  • Over 4000 deployments/scheduling of VDIs in 2019
  • Coordination and clarification/problem solving independent of the team
  • 24×7 on-call service
  • Service extension for North America until 10 pm

Netlution solution:

A customized team consisting of 7-8 Citrix and Microsoft experts who are deployed in the Managed Service in such a way that it can be provided with a net capacity of 5 FTE.

Project duration:

The project started in 2014 and is currently ongoing.

Netlution services:

  • Ensuring service, administration, optimization and further development of the Citrix environment incl. infrastructure components and services
  • Troubleshooting 2nd / 3rd level (ticket-based)
  • Establishment of the service structure (service management incl. customer contact, review meetings, steering committee, KPI / SLA reporting etc.)
  • Documentation (incl. knowledge transfer management to offshore service providers)
  • Managed service (incl. SLAs) in a rolling deployment system (RES) with > 8 Netlution consultants/ senior consultants, net capacity 5 FTE
  • Support for small projects in addition to operation
  • Provision and lifecycle management of virtual desktops
    2nd / 3rd level Citrix support
  • Administration of server-based computing and virtual desktops
  • Administration of infrastructure services (including
  • Delivery Controller, Citrix Studio, WEM, Netscaler)