Chapter 20: Ongoing Administration of the Citrix Access Suite

OVERVIEW

The goal of ongoing administration is to ensure that IT services are delivered according to service level requirements that are agreed to by IT management and other relevant decision makers within a company. The day-to-day operations of an IT department should be proactive, which requires that the proper products, services, and infrastructure are in place to identify and prevent potential problems. This chapter provides guidance on how to manage and troubleshoot on-demand access environments. Through these methodologies, achieving reliable, available, supportable, and manageable solutions built on Microsoft and Citrix products and technologies can be attained.

This chapter also examines the need to develop dedicated support systems to track and facilitate end-user problems, perform maintenance on infrastructure, track service level agreements, and communicate to the end- user community IT progress and relevant problems. In some companies this may be any combination of help desk, service desk, operations, or call center services. Regardless of what it is called or how they are combined, the need and function of these critical components must be analyzed for successful management and operation of the on-demand access environment.