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XENAPP
Citrix Infrastructure Blueprint (Architecture Diagram)
Subscription Details for Citrix Support (Gold/ Platinum/ Silver)

License Server details of:

a) Citrix Server
b) Terminal Server and license type
License Owner and contact details
Details of concurrent Citrix Licneses

Details of farms, No of Zones, Site Locations

No of Servers (Production , Dev and Test)

Is there any farm which is spanned across geographical locations?

WAN Connectivity (related to Citrix Infrastructure) e.g. Bandwidth of Network Connectivity between Sites and other de
it

Operating System Version in Citrix Environment

Citrix Versions used

Database team contact details

Database Server
a) Type of Database
b) SA Account
c) Replication Information if clustered
d) Backup Interval (responsibility of which team)
Data Store Connectivity /Configuration

Disaster Recovery
a) DR Sites
b) Backup (X*?) for critical server
c) what is the data retaining period for daily weekly and monthly backups?
d) Plan in place
e) Backup in place how often do you test run DR

Citrix User Groups, Service Accounts, RDP Users Group. Maintenance process followed.

Do we have a plan in place for Citrix Hot fixes and Roll outs?
Details of the Service Packs related to Citrix, timelines and other info

Any Application code updates? Interval of update. Application name. Process of updation.

Any Login & Logoff script ? Details of it

Does the environment have any AD Group policies implemented? (Make detailed document on Group policies inf any
Login Script configuration and How it is getting executed / Owner of Login Scripts Implemented

Elobrated information on each of the settings in Xenapp Farms

Details of Citrix Computer / User Policies implemented
List of Citrix policies with complete background of each policies

Details of loadmanger enabled for server and application instances? Details of rules used on Load evaluators configu

Details of the Web Interface Servers, Name of XML server configured , XML Port , Citrix web interface port details, PN
details, any customization details on web interface,

How many Web interface servers we have and there URL links? Are they on load balance?

Do we use Secure/ Access Gateway? Detailed configuration information. (Server names acting as STA)

Citrix application access method ( Citrix client version and client type )

Are Servers in the farm configured to get alerts ?

Complete information on Resourse Manager / Edgesight configuration / Edgesight agent Nos.

Do we have any Content publishing done of servers? Details of it

Security Certificates installation process ? Owner and contact details

Which tools are we using for Citrix server monitoring?

How do we deploy software packes to Servers & Clients?

Information on Application streaming if used

Detailed information on Netscalar configuration and level of support expected by client

Server Information
a) Servers Naming Convention
b) Geographical Location of the Servers
c) Virtual Server details, Network Infrastructure for Virtual Servers
d) Details of Antivirus installed in the Servers
e) User Profile Details like Roaming / Local / terminal server profile ?
f) Usage of Content Redirection & Drive Mapping
g) Details of Anonymous Users if any or usage of Citrix only thru Domain Accounts
h) File Server details to which the Citrix Users are getting connected, home drive details
i) Do you have any ernvironment variebles defined on servers?
j) Server Owners details and contact information
k) Citrix server local admin details
l) Reebot schedules of each server / any other scheduled task info on citrix servers
m) What type of RAID is Implimented on the servers?
n) Test / Dev / Prod server Details
o) Server maintainance window
p) Full server inventory including Make, Warrenty, Serial No, CitrixVersion, OS Version, Hardware Configuration of the Servers
Support Contact Details, Servers Network Details, ILO Details, ,FQDN details, Hot fix installed etc…

What are the critical metrics for servers

What is the average concurrent connection in the peek hour ?
Information on Server Sizing and Performance Optimization
Do we support for any OS issues? If Yes up to what level?
Does the client have rights to save contents in both local and network drive?
Total Number of users, there locations, CAL licenses
How many users are accomodated in each server in an average basis?
From which all regions users will be using citrix (US \ UK \ any other part of the world)
What is the encryption level used by the clients?

Printing
Printing Architecture Blue Print

a) Network Print Server Details, printer driver installation and replication process details, universal / printer mapping configurat
b) Any vendor support for Printing >Support vender name, Manufacturer name
c) Is thin print used in environment? Full details of configuration and implimentation
d) Print servers names, and location

Application
a) Details of applications and purpose of each Application hosted in each farm
b) Scripting running before application execution if any
c) Name and full details of Business Critical Applications
d) Utilization of the Applications. Information about reccoring problems if any with any purticular application and resolusion
e) Application Owner contact Details
f) Third Party and Vendor Support for any Applications
g) AD groups details for Citrix access to different applications
h) Details of Databases used as backend for any front end Application
i) On which drive are the applications installed in the Server C: or D:

Customized applications which deals with Payroll / Money which is being used by citrix?
a) Name of the applications and configuration details
b) Up to what level we support those application for trouble shooting?

Application Stability,Interoperability and dependency on other Servers / Application / Services

a) Servers
b) Services List
c) Application / Data Base List

Necessary information on the location of Software Repositry

Application/ Patch Deployment Procedure
Are we following any policies for testing, certifying and publishing applications?
a) what is the average time taken?
Activities
a) Monthly acitivity :
b) Quarterly acitivity
c) Annual activity
d) ad-hoc Acitivities
e) Annual activity
f) Patch deplayment and rollback :
g) Failover /Failback procedure
h) Recovery procedure :

Fault Management Process

Troubleshooting - remoot tool
Troubleshooting Tips,Error Messages, Types of problems, Steps taken to resolve problems, Tools used for resolution, Problem

Backup and Restore Policy

PROCESS
a) Global processes (Incident, Change, Problem, Release Management) problem, workrequest
b) Process followed on Incidnet, Problem, Work request, problemmanagment and any Release management process ? :
c) Helpdesk-desktop-OS + 6 Months Ticket Data
d) Patch Management Process
e) Root Cause Analysis process
f) Server Build Process :
g) Process for test/integration/publish of additional application in citrix enviroment
h) Citrix / Third party vendor call logging process

Service Window / Call Prioritization process (Help Desk)

Operational documentation for any reports to be submitted to the customer

Tools implemented (HP OVSD/OVSC)

CPU , memory , disk space, services, Profile issues and connecton

Detailed Network Information like Domain controllers, Vlans, DNS, DHCP, WINS, Gateway etc..

Complete information about Access to devices/datacentre and services.

What are the known issues still we have faced and do we have a Knowledge base in place for these issues?
Do we do any oncalls?

Roles & Responsibilty

a) Citrix Servers, Citrix Clients, Application, Network
b) Escalation cut off from Level 1, Level 2 & Level 3

Escalation Metrics with Time Lines

a) Severity 3
b) Severity 2
c) Severity 1
3 months ticket data
sition Questionaire
Escalation Metrix Primary Contact Person Contact No
Secondary Contact Person Contact No