The quick guide to Citrix Services

Citrix Education

Success at every step.It’s what all of us want.

2 The quick guide to Citrix Services

Success at every step.It’s what all of us want.

Deciding to liberate employees to work anywhere. Choosing to keep your business secure – and running at peak efficiency. These may be easy decisions, but they’re still big ones.

And when you say ‘yes’ to them, everyone wants it to pay off, big time.

• You want to get the most value from your Citrix products, as fast as you can, while minimizing risk and cost. We want that too.

• You want those products to be mastered by your technical teams, loved by users, and universally admired. So do we.

• And, of course, you want them to be up and running, all the time. Ditto.

That’s why Citrix Services exist. To help you ace and accelerate every stage of your journey – from the moment you choose Citrix technology, to the moment you can’t imagine life without it.

Whether you’re reading this guide as a complete newbie to Citrix, or you’ve been using our products for some time, our Services are here to help both you and your organization succeed.

Citrix ConsultingWhen an IT implementation is complex, urgent or mission-critical, you want the most experienced, knowledgeable minds on your side. Explore our Consulting Services

Citrix EducationWhatever Citrix products you’re using, education is the key to long-term success and happier, more effective employees. Explore our Education Offerings

Citrix SupportAlways-on support, proactive care, and invaluable self-service resources – all from our in-house tech team. Explore our Support Services

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Citrix Consulting

Get there faster with Citrix Consulting.The undisputed experts for the toughest challenges.

5 The quick guide to Citrix Services Citrix Consulting

Get there faster with Citrix ConsultingThe undisputed experts for the toughest challenges.

Citrix will help you:

• Accelerate project deliveryWe’ve done all this so many times before,we know how to do it fast

• Mitigate project riskWe believe in ‘right first time’, absolutelyevery time

• Shorten time to valueWe’re proud to say that over 50 percent ofCitrix Consulting customers see ROI in justsix months1

Rolling out our products on a massive scale? Need them up and running yesterday? Can’t afford to disrupt user experience? With Citrix Consulting, you’re in the best hands around.

Whatever your organization wants to achieve, our team of field-hardened virtualization, networking, enterprise mobility and cloud technology experts will help you define it – and deliver it.

Along the way, they’ll use unrivalled knowledge of our products and future roadmaps to tailor your implementations like no one else can.

”I’ve worked with consulting services from all the largest IT vendors in just about every capacity, I’d say Citrix is at the top of the list.”

IT Director, Global 500 Pharmaceuticals Company2

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The numbers

20+Years of Citrix experience

300Consultants worldwide

175Contractors on our virtual bench

50+Weekly engagements in the Americas

Less time, more value.

Nearly half of our Citrix Consulting customers are able to reduce project duration by at least 10-25 percent compared to previous project planning.3

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What we do

We’ll help you plan your transformation.

Supporting mobile and remote working. Virtualizing your databases – and ensuring secure data exchange…

Today, transforming the way you do IT can deliver a genuine competitive advantage.

We’ll help you nail down your drivers for change, and use these as the bedrock for strategic transformation – built on both our own products, and third party-tech.

We’ll map our products to your needs.

One size never fits all. At least, not as comfortably as it could. We’ll work with you to understand exactly how our technology can deliver the greatest value to your organization:

• Mapping out the most powerful use cases (and their benefits)

• Minimizing the cost and risk of building and maintaining the necessary infrastructure

• Sharing best practices to help you get the most from your new tech

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What we do

We’ll teach you to manage your new environment.

We believe in passing our knowledge on.

We’ll work closely with your engineers, sharing our expertise at every step, and helping you to make smart use of our Education services.

That means you’ll soon have your own experts in-house, with the skills to effectively manage and support your new environment.

We’ll get it right first time, with minimum risk and user disruption.

There’s always an element of risk in adding new tech to your existing infrastructure. We minimize that risk as much as possible.

It’s all too easy for integration oversights to damage productivity – for example, when someone tries to print from their new virtual app, only to discover it no longer talks to their local printer.

We think about all this stuff. We’ll draw on our deep experience of working with organizations just like your own, to make sure everything works right the first time:

• Highlighting the integration points you might miss

• Safeguarding user productivity throughout the project

• Speeding project completion as a result

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What we do

We’ll monitor or manage your new environment for you.

Don’t want to manage your own environment? We can do it for you, using best practices, deep experience, and ITIL®-based processes to keep it pristine and at peak performance.

For some organizations, asking us to remotely monitor or manage their environment makes a huge amount of sense. It lets you:

• Hit the ground running on day one with no one to train

• Have absolute confidence in the future unlike internal talent, we’ll never move on

• Scale up quickly whenever you need drawing on our resources, rather than your own

“It was very helpful to have Managed Services take over monitoring as an extension of our small team. Their methodology integrated with our ITIL®-based processes around incident management.”

Leading BPO Provider, Senior Director, Global IT Infrastructure4

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“Citrix Consulting Services brought the benefits of shifting the way we think, the way we work, and the way we plan to grow as an IT service provider.”Guilherme Medina, IT Manager, Oi S.A.5

How we do it

We use a proven methodology.

We’re ‘measure twice, cut once’ people. It’s hardwired into our culture – and enshrined in our proven project methodology.

That methodology breaks down into five stages:

1. Define – we’ll help you define your strategy, including the tech you’ll need, and how to get the best from it

2. Assess – we’ll review your existing environment, and identify use cases and project requirements

3. Design – we’ll work with you to design and test the new architecture and processes that’ll add up to a successful project

4. Deploy – we’ll create and configure your new environment to match those designs, supporting integration and phasing rollout

5. Manage – we’ll manage your new environment to the highest of standards

We’ve prepackaged consulting offerings available at every phase of our methodology, across all our technologies. Our methodology ensures objectives and potential issues are clearly identified upfront. This makes it easy to measure and prove your project’s success – while minimizing risk, and maximizing business impact.

1Define

2Assess

3Design

4Deploy

5Manage

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How we do it

We become an extended part of your team

With us, it’s always a collaborative effort – from uncovering the outputs you’re looking for, to identifying and filling your tech knowledge gaps.

In everything we do, we’ll aim to be as straight-talking, helpful, and flexible as your own employees.

We can even help you identify exactly who should be involved on your side, and when – driving even faster project completion, and greater project success.

We work remotely, if that makes more sense.

Sometimes, to help you effectively, we’ll need to be on your site. Much of the time, however, we can deliver our Consulting services remotely, via GoToMeeting.

This gives you even greater control of when and how you consume our services, and new power to maximize project hours.

Why choose Virtual Engagement Delivery?

A virtual engagement can help you:

• Get started faster With much more flexibility in how you schedule your resources, and no travel time or visa delays

• Maximize project hours If your project hits an unexpected pause, our experts won’t be left sitting idle

• Reduce costs Because you don’t have to get all the necessary staff and resources to that same physical site

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Overview

Here’s an overview of our delivery models:

• On-site engagement Our consultants, working on your site, full-time

• Full-time virtual engagement Our remote consultants, working for you full-time

• Flexible virtual engagement Our remote consultants, delivering virtual sessions on a part-time schedule

• Hybrid engagement A combination of our onsite and remote models

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Our customer’s stories

Visa International

We helped the multinational financial services corporation assess its infrastructure, and design a solution based on our XenDesktop, XenApp, and NetScaler technologies.

The result Visa realized return on investment in less than three months.

What they say Visa says Citrix Consulting services drive business value, and enable competitive advantage.

Hawkesbury Hospital

The community hospital was lacking both technical resources and Citrix skills, but needed a rapid implementation. It turned to us to provide that expertise, and fast, best practice delivery.

The result We were able to deliver the project 25–40 percent faster than the hospital had previously planned.

What they say The hospital describes us as caring about project success and increasing end-user productivity.

Global 500 Professional Services Company

This Professional Services giant engaged us for our technical expertise, and our track record of delivering successful projects.

The result Compared to previous project planning estimates, we brought the project in more cost-effectively, in 25 percent less time.

What they say The company says we meet our commitments, and we are easy to do business with.

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“We were able to implement highly complex technology rapidly, resulting in quicker ROI with Citrix Consulting.”Chief Information Officer, State & Local Government6

Explore the links below to learn more about who we are, and how we can help you take on the toughest, most urgent, most critical projects – and triumph.

→ Citrix Consulting on Citrix.com

→ Citrix Consulting Services Catalog

→ Citrix Consulting Managed Services

Want to talk about your own projects and challenges? Just get in touch with your local Citrix Services Relationship Manager.

Find out more about Citrix Consulting

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Citrix Education

Unlock your potential with Citrix Education.Get the most from our products and your people.

19 The quick guide to Citrix Services Citrix Education

Unlock your potential with Citrix Education.Get the most from our products and your people.

Want to maximize the full value of your Citrix products, faster? Education is the key to doing exactly that – while building a happier, more productive workforce.

Our technology can do a lot of amazing things for your organization. But unless you know how to make the best possible use of it, you won’t get the best possible return on your investment.

That’s why we encourage customers to consider their training needs early on, and make them part of any product purchase. It’s also why we offer such flexible, comprehensive Education services.

Citrix Education will help you:

• See value faster We’ll help you gain a working understanding of your new tech, from day one

• See more value We’ll show you all the great things it can do for your organization that you might otherwise have missed

• Build a happier, prouder workforce We’ll help you improve employee morale by giving people the skills to do their jobs, the qualifications to prove their expertise, and the chance to grow both personally and professionally

“I had no knowledge of Citrix products prior, and now I do. The training was extremely valuable in that I learned a significant amount about a product we own and I am now capable and comfortable supporting it.”

Network Administrator, Medium Enterprise Financial Services Company

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Our Citrix Education students:

93%Say their course has made them more effective7

70%Say their course has made them more productive8

43%Say their course has helped them use more product features9

54%Have experienced increased job satisfaction10

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What we do

We deliver unrivalled training in all Citrix technologies.

We offer training in Deployment, Management and Support of all Citrix technologies – from Virtualization and Enterprise Mobility, to Networking and Cloud.

Essentially, that’s everything your people need to take ownership of a new Citrix environment, exploit its full potential, and run it at peak performance.

We help build your customized training plan.

This may be your first time training a team to look after a Citrix environment, but it’s certainly not ours. Our expert team can work with you to identify:

• Who needs to be trained, and what training they need

• When that training should take place

• Which delivery model is right for your organization and its students

Investing in training doesn’t just give you a more effective technical team. It’s also a simple way to improve your attractiveness as an employer – 85 percent of our students would be more likely to consider working for an organization that offers continuous development and learning.11

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What we do

We provide hands-on experience.

There’s no better way to learn than by doing something yourself – under the same conditions you’d face in your daily life.

All our instructor-led courses are designed to give students authentic, hands-on experience, with students tackling builds from beginning to end, usually over the course of a working week.

We offer:

• Basic courses Essential grounding in all Citrix technologies

• Advanced courses For employees who need extra specialization

• Customized courses Built to match your training requirements

What we do

“We had very little in-house experience with NetScaler, and we honestly didn’t know where to begin. Citrix customized a week-long session for us that was highly detailed in exactly the areas we needed to focus.”

Systems Administrator, Fortune 500 Chemicals Company12

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We offer industry-recognized certifications.

Mastering the technology you’re responsible for is a great feeling. Being recognized for it is even better.

Our Certifications give your employees proof of their skills and experience, as well as a clear roadmap for their personal development.

What we do

“As a result of the training, I can now proudly present myself as a Citrix resource for my organization and be of value to my company. Many thanks to Citrix for such a simple yet effective training offering. I wish others like VMware and Microsoft could follow suit.”

Vasant Sirsat, Server Administrator, Hewlett-Packard13

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What we do

We make paying for training easy.

When you’re investing in Citrix products, it makes sense to invest in Citrix Education at the same time, and save yourself the hassle of a separate purchase further down the line.

Our Citrix Training Passes (CTPs) let you buy training time upfront, and redeem it at any time in the next 12 months – once you’ve identified exactly where your knowledge gaps lie.

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“Along with a wonderful opportunity to learn more about Citrix products, Citrix Education classes are the perfect opportunity to meet and collaborate with Citrix professionals across the country. I value the in-class discussion as much as the book learning itself.”Thomas McNeill, IT Systems Analyst, Via Christi Health System14

How we do it

We believe in making our Education services fit your organization, and not the other way around.

Whatever your needs and preferences, we have a delivery model to match.

1. Classroom courses

Put your people in a classroom with a Citrix instructor, and you stand to see a wealth of benefits.

They’ll be able to ask questions about their work challenges, face-to-face. They’ll also have the chance to meet and share ideas with their professional peers.

• Are led by expert Citrix Certified Instructors (CCIs)

• Support individual students or groups

• Take place at a Citrix Authorized Learning Center (CALC) or on your own site

• Run two to five consecutive days, within standard office hours

The learning doesn’t have to stop when your students leave their classroom. Add Citrix Hands-on Labs to their training, and they can revisit course exercises on their own time, honing their skills and running new tests for up to 25 days after first log-in.

2. Live Virtual courses

Live Virtual courses use Citrix GoToMeeting to deliver our unparalleled training remotely.

Learning remotely minimizes student travel expenses, making it the natural option if your budgets are tighter.

• Are led by expert Citrix Certified Instructors (CCIs)

• Support individual students or groups

• Take place anywhere there’s an internet connection

• Run two to five consecutive days, within standard office hours

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How we do it

3. eLearning courses

Maybe you can’t spare a key employee for the duration of a full training course. Maybe they’re a self-starter, who wants to set their own learning pace.

Whatever your reason for needing greater flexibility in your Citrix training, our eLearning courses can help.

These complete Citrix courses are broken down into bite-sized modules, designed for effective, short bursts of learning.

• Feature Citrix product, education and consulting experts

• Take place anywhere there’s an internet connection

• Are available on demand, whenever students want to learn

The power of video to drive adoption

Project success ultimately depends on user adoption. We’ll work with you to create a 5-minute End User Video:

• Talking directly to your users, at the right technical level

• Training them to use their new technology

• Featuring use cases that match their daily lives

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Our group training programs offer:

• Customized content Tailored to your students’ specific needs

• On-site delivery Saving you time and travel expenses

• Private setting Where students can freely discuss their work challenges

• Economies of scale Providing a highly cost-effective way to train larger numbers

The power of group training

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Greg Richards System Administrator University of Utah Health Care – SLC

Greg uses XenApp, XenDesktop, and NetScaler. He attended a Citrix Education course to increase his knowledge, and become even more effective.

He did just that. Following his course, he was able to achieve a stronger architecture of his environment – and improve his productivity, job satisfaction, and work/life balance.

Anubhav Sharma IT Architect Accenture

Anubhav attended his Citrix Education course to learn even more about our technologies, and prepare for a certification exam.

The course helped him reduce support calls and implementation times, while achieving better integration with non-Citrix software.

Beverly Stocker IT Manager Matanuska Telephone Association, Inc.

After attending her Citrix Education course, Beverly was able to:

• Adopt more features of her Citrix products

• Increase uptime in her environment

• Reduce escalation calls

Our students’ stories

Greg says…

“Citrix Education enabled me to become more familiar with product features and their benefits, and I was then able to deploy them in our environment with confidence.”

Anubhav says…

“I have become a big fan of Citrix Education […] It has been a great value add for my career and has enabled me to achieve my Citrix Certified Enterprise Engineer.”

Beverly says…

“Citrix Education offers experienced instructors who can recommend best practices, show you that best practice, and assist in determining what can be improved in your organization.”

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“Citrix Education offers the most dynamic learning platform I have seen so far.”Alexandru Frunza, IT Specialist, IBM15

Find out more about Citrix Education

Explore the links below to learn more about our range of Citrix Education courses, delivery models, and certification levels.

→ Citrix Education on Citrix.com

→ Citrix Education Catalog

→ Citrix Certification

Got questions about what we do, and how we can help your projects, people and organization succeed? Just talk to us

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Citrix Support

Call on the experts with Citrix Support.Always-on care from our in-house tech team.

34 The quick guide to Citrix Services Citrix Support

Call on the experts with Citrix Support.Always-on care from our in-house tech team.

Want 24/7 access to the world’s greatest Citrix experts, to keep your systems performing and your people productive? That’s just the start of what we do.

We’re here to act as an extension of your own team – on call whenever you need us, not just when things go down.

Our in-house experts will keep you up and running, whatever the issue, whatever the day, whatever the time. They’ll also to talk you through configuration, review your environments, provide timely, proactive advice …and a whole lot more.

Citrix Support will help you:

• Embrace new ways of working with absolute confidence With always-on, expert support and unlimited cases

• Get answers to all your questions Including your configuration and

“How do I…” questions

• Proactively prevent issues and optimize your environment Choose to have a Technical Relationship Manager, and they’ll make it their mission to know your environment inside out, providing dedicated expertise and invaluable advice

“The major benefit to working with Citrix Support is that our business is no longer afraid to expand and upgrade. Whenever problems arise, Citrix is only a phone call away.”

Benjamin Felts, System Administrator, Behavioral Science Technology 16

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Our team

900+Technical professionals

6Centers around the world

200,000+Requests handled every year

Customers with Citrix Support:

• 4x more likely to recommend Citrix 17

• Among the most satisfied in the industry18

• Get their priority issues resolved in less than half the industry average time19

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What we do

We deliver lightning fast resolutions, and unlimited care.

Our Software and Appliance Maintenance programs provide 24/7/365 expert support

– for setting up, troubleshooting, and doing anything you can’t work out on your own.

And when we say expert support, we mean it:

• All our Support engineers are Citrix employees. We don’t outsource

• The amount of training we give those engineers is three times the industry average20

Whatever support package you chose, there’s no limit on how often you can use the service.

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What we do

We give you the tools to help yourself.

The fastest, most satisfying resolutions? They’re the kind where your technical team doesn’t even stop to ring support. The kind where, in a matter of seconds, they find the answer themselves.

That’s why we’re so proud of our self-service support hub, the Citrix Knowledge Center.

It puts tens of thousands of resources, from articles to forums, at your employees’ fingertips. And then makes them easy to search, and entirely free to access.

Our customers tell us that with our self-help resources:

• It’s easier to search for and find solutions

• They get more relevant content

• The content offers more technical depth

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What we do

We arm you with dedicated, proactive professionals.

Choose to have a Citrix Technical Relationship Manager (TRM), and you get next-level support, while creating a powerful bridge between our organizations.

All our TRMs are highly experienced, highly trained engineers. They’ll get to know your environment, your challenges, and your ambitions, and provide tailored advice and education – running reviews and reports, and helping you work towards updates and upgrades.

They’ll also be:

• Your single point of contact Managing any technical incidents personally, right through to resolution

• Your source of preventative care Helping you identify and avoid any technical issues

• Your champion within Citrix Getting you access to betas, and helping you influence future product features

“I have over 15 years of experience with supporting Citrix products, but there are still some gaps in my knowledge. I rely on Citrix Support to fill in those gaps, and our TRM is easily accessible and able to quickly provide me with answers because of his knowledge and expertise with the products. I have enjoyed working with Citrix Support.”

Bounthavy Janetvilay, Consulting Systems Engineer, HCA Healthcare Inc.21

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Our world-class services

Citrix Support services come in two distinct flavors.

Citrix Software Maintenance

This service gives you unlimited technical assistance for core Citrix software products.

As well as 24/7 support, you get the latest product version and feature set upgrades.

Citrix Appliance Maintenance

Got Citrix appliance hardware? This service protects your investment with unlimited incident resolution.

You get the latest upgrades to the Citrix software in your hardware platform, and we’ll replace hardware in malfunctioning appliances to ensure any downtime is minimized.

How we do it

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How we do it

Our worldwide reach

Citrix Support services are available across the globe. They’re also available in eight languages, during local business hours:

• English• German• Spanish• Portuguese• French• Mandarin• Korean• Japanese

Our tech support engineers are trained to use whatever channels and tools they need – be it a phone call or a screen-sharing session

– to rapidly resolve your issues.

Our commitment to driving your success

We’re not just here to fix your problems, we’re here to help you succeed.

We’ll walk you through complex configurations, and find answers to your toughest questions.

Even better, every time you contact us with a unique problem, you’ll be helping other users too.

Whenever our support engineers encounter a new issue, they document what it is, and how they resolved it.

This information is then sent straight to the Citrix Knowledge Center, for other users to find and put into practice.

“[Citrix Support Services] are always willing to help and at times create fixes just for us. We get to work with real people that are dedicated to us for an issue and it is great not to have to go through the issues with new people each time we call back.”

Wai-Houng Leung, IT Architect, Martin’s Point Healthcare22

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Our customers’ stories

Rabobank Nederland

As its environment grew more complicated, the Dutch bank realized it needed more than traditional phone and email support. The solution? Engage a dedicated Citrix TRM.

The result Rabobank’s TRM helps the bank accelerate time to market by keeping users productive, anytime anywhere; proactively planning for ongoing, long-term success; resolving technical issues faster, immediately directing issues to the right resources.

What they say In the words of Hans Prins, Product Manager at Rabobank Nederland, “When we have instant access to someone who’s already familiar with our technology roadmap, we can get right to the heart of the problem in far less time.”

Local Government Council

This council engaged Citrix Support to help it resolve complex issues with a specialized use case.

The result Our Support services helped improve the efficiency and effectiveness of the Council’s own technical team.

What they say The Council says its experience with Citrix Support is world class compared to their other technical support experiences – and appreciates how invested we are in its success.

A Small Business Computer Services Company

This computer services company chose Citrix Support to help it solve issues efficiently and effectively.

The result Three times faster issue resolution, compared to most other IT providers.

What they say The company says we constantly meet our commitments, while finding creative solutions for its business.

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“Citrix Support is an extension of our team and we rely on them to provide us with many answers”Joe Cacchioli, IT Vice President, JPMorgan Chase & Co.23

Find out more about Citrix Support

Ready to discover what Citrix Support can do for your organization? Explore the links below, or just contact us, and we’ll talk it through.

→ Citrix Support on Citrix.com

→ Citrix Support Services Data Sheet

→ The Citrix Knowledge Center

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We’re here to drive your success. Use us.

Every day, we help organizations get more value from their Citrix investments, faster.

Simply put, we minimize risk, and maximize success. Every step of the way.

What does that success look like? It looks like:

• Show-stopping IT transformation, delivered without disruption

• Happier, prouder, more productive technical staff

• Stable environments, proactively supported

Let’s talk about what we can do for you; just ask the experts:

Learn more about Consulting

Citrix Consulting

Learn more about Support

Citrix Support

Learn more about Education

Citrix Education

Sources

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4. https://www.citrix.com/content/dam/citrix/en_us/ documents/support/citrix-managed-services-case-study.pdf

5. https://www.techvalidate.com/tvid/7D2-665-A3F

6. https://www.techvalidate.com/tvid/D59-25E-D94

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8. https://www.techvalidate.com/tvid/784-E9A-4EE

9. https://www.techvalidate.com/tvid/78F-EBE-84B

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11. https://www.techvalidate.com/tvid/9DC-831-A4F

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13. https://www.techvalidate.com/tvid/365-D38-687

14. https://www.techvalidate.com/tvid/5ED-FDB-410

15. https://www.techvalidate.com/tvid/A4F-3B7-62A

16. https://www.techvalidate.com/app/facts/C87-56F-E0E

17. Citrix Internal NPS study 1H 2016

18. TSIA Support Services 2015 Benchmark Review

19. https://www.techvalidate.com/tvid/C87-56F-E0E

20. TSIA Benchmark Study

21. https://www.techvalidate.com/tvid/095-A0D-446

22. https://www.techvalidate.com/tvid/DFE-5F2-881

23. https://www.techvalidate.com/tvid/F67-06E-246