Management and specialized support for a Citrix virtualization environment

Industry: Virtualization

Our client is an organization specializing in computer virtualization services, with operations based on DaaS (Desktop as a Service) and WaaS (Workstation as a Service) solutions, serving businesses, end users, and public organizations.

The diversity of virtualization scenarios and user profiles means that managing these types of environments requires a high level of expertise—both to ensure their stability and availability and to respond quickly to incidents and infrastructure needs.

Initial Situation

The client’s environment featured a complex virtualization infrastructure comprising various scenarios and technological components. In addition to administering and maintaining the Citrix environment, it was necessary to address incidents and requests related to other elements of the infrastructure.

The operation required specialized knowledge of Citrix NetScaler and Citrix Virtual Apps and Desktops (CVAD), as well as virtualization, networking, firewalls, Windows policies, virtual machines, and other components necessary to ensure the proper functioning of the services.

Given this situation, the client needed to strengthen its technical capacity with a specialized team that could handle Level 2 and Level 3 support tasks, resolve more complex incidents, and contribute to the continuous evolution of the environment.

At Serban Group, we integrated ourselves into the operation of the virtualization environment, providing consulting, support, and specialized management services for the Citrix infrastructure.

To this end, we have a team specialized in Citrix NetScaler and Citrix Virtual Apps and Desktops (CVAD), responsible for handling Level 2 and Level 3 incidents and requests, as well as participating in the optimization and evolution of the infrastructure.

Among the key services we provide are:

• Support and management of the Citrix environment.
• Configuration and optimization of virtual machines.
• Upgrading virtual machineresources, including memory, disk, and vGPU.
• Administration and tuning of golden images.
• Configuration and troubleshooting of VPN-relatedissues.
• Administration and configuration of Windows policies.
• Monitoring and incident management using GLPI.
• Network and firewall support.
• Access enablement and management.
• Implementation of improvements and new configurations in the environment.

In addition, the environment uses BeyondTrust for privileged access management (PAM), allowing us to control and monitor accounts with elevated privileges and strengthen the security, control, and traceability of administrative access.

Results Achieved

The addition of Serban Group helped strengthen operations with a specialized team and improve the day-to-day management of a highly complex virtualization environment.

Key results include:

• Greater stability and availability of the virtual environments.
• Greater agility in resolving incidents and handling requests.
• Specialized support for Citrix technologies.
• Greater capacity to address Level 2 and Level 3 incidents and technical requests.
• Greater control and traceability of administrative access through BeyondTrust.
• Optimization and continuous evolution of the infrastructure.
• Reduced reliance on internal resources to address specialized technical needs.

The collaboration with Serban Group enabled the client to achieve a more structured operation and greater technical capacity to address the environment’s needs, from incident resolution to the implementation of improvements.

In this way, specialized support helped ensure the continuity of virtualization services, improve operational efficiency, and provide a more agile response to end-users’ needs.