ctx-1621aw citrix edgesight 4.2: selling and positioning

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CTX-1621AW Citrix EdgeSight 4.2:Selling and Positioning



The Point (mostly)

• Enterprise customers need to ensure application performance across all application delivery types • Client, Client/Server, Web

• Citrix EdgeSight enables your customers to deliver and ensure Best Access Experience• Definitively measure user experience• Identify problem root-cause• Proactively address performance problems

• Citrix EdgeSight consists of 2 product offerings• EdgeSight for Presentation Server• EdgeSight for Endpoints

• Citrix EdgeSight delivers the BEST Access Management Solutions• Business and Technology Advantages over other solutions• Designed to add-value to Systems Management



EdgeSight

Providing the most widely deployed end-user application performance solutions among the Fortune 1000Focusing on providing IT organizations with improved application visibility and diagnostics Enabling our customers to ensure business-critical applications and IT services perform for demanding business users



Some Stats…• 78% of IT problems are identified by user calls to the Help Desk vs.

infrastructure monitoring tools in place• A problem must occur on average 6 times before the user places a Help Desk

call• An admitted lack of visibility into the services and systems critical to their

business



Universal Endpoint

Access Security& Control

ApplicationDelivery

OperationsSupportSystems

Real-time Collaboration

Citrix Access Infrastructure

Observe, manage, and control all aspects of information

access, allowing IT services to be delivered as a utility



Customer Challenges

• Diversity of Application Types• New Methods of Application Delivery• Highly Distributed User Community• Dependence on Service Availability

Application Management Complexity



Client-Server Apps

Web Apps

Networks Servers Databases

App Delivery Infrastructure

BUSINESS USERS IT SYSTEMS

End UserExperienceMonitoring

Managing Performance Based on User Experience

• Proactively monitor performance across all applications• Instant visibility to application performance problems and bottlenecks• Improve and enhance support efficiency• Make users more productive

Desktop Apps

PC Systems



• Identify poorly performing applications

• Manage system resources to remove bottlenecks

• Monitor diverse set of applications

• Report on application utilization

IT Operations• View user-experience data in

real-time

• Collect run-time application crash data

• Measure impact of change to production environment

• Tune custom-built applications in production

Support / Developers

Improving Application Visibility and Diagnostics

Improve Application

Performance

Expedite Application

Support

Improved End-user Productivity



EdgeSight for EndpointsManage performance for all apps

based on user experience

• Automatic, continuous monitoring of all applications

• Comprehensive collection of application errors, faults, hangs

• Real-time performance alerting • Application crash and contextual

data capture• Network trace-routes

EdgeSight for Presentation ServerManage session-level performance for apps

delivered by Presentation Server

• Server-side performance trending• Granular system utilization for

capacity planning & chargeback

• Session-level data and analysis• End-to-end performance data—ICA

traffic and back-end connectivity• Real-time performance alerting

Improve Application

Performance

Expedite Application

Support

Citrix EdgeSight – Ensuring Best Access Experience

EdgeSight Console• Web-based UI• Real-time alerts• Root-cause analysis• Historical trending

EdgeSight Server• Business rules config.• Data aggregation and

analysis• Centralized agent

administration

EdgeSight Architecture

End User Devices Back-end

ApplicationInfrastructure

Presentation Server

Infrastructure

EdgeSightEndpoint Agent• Non-intrusive self-

configuring agent• Continuous data

collection

EdgeSightPresentation Server Agent• Rich, per-user session data capture• System level metrics• Server capacity reporting

Systems Management Console Integration (OpenView, MOM, Tivoli)



Citrix EdgeSight – Key FeaturesPerformance metrics for all applications/processes from user perspective

User Experience Monitoring

Granular Diagnostic Data Capture

Real-time Performance Alerts – SLA Management

Application Usage Visibility

Client and Back-end Network Connection Data

Automatically collect application crash data and contextual info; remote snapshot capability

Threshold and event alerts based on user experience & transaction times

Monitors every application and identifies new applications by user or group

Client and CPS-side network monitoring and trace routing

User-to-Server Identification (CPS only)

Locates server for every user session to triage reported problems



Targeting: EdgeSight for Presentation Server

Distributed Businesses User base mostly remote

• Branch offices• Task workers

Net New Customers CPS Customers NetScaler

Customers

Non-Employee NetworksMore users than employees

• Non-corporate devices• Partners, Sales

Agents, Outsourcers

Remote/Mobile Critical Employees

High-value employees• Road warriors• Customer and account

data management

Primary

Generally – 500+ CCU Customers

Additional Optimal Target Characteristics



Opportunity Identification

Customers Looking to With These Characteristics

• Improve visibility to performance at the user-level across the CPS environment

• Reduce downtime via faster problem diagnosis

• Identify problem source – definitively show that it is not an CPS problem

• Establish and manage to a set of user-relevant service level metrics

• Obtain better data for capacity planning / optimization

• Sophisticated CPS customers with a mix of applications

• An established initiative to improve & better manage performance across their CPS infrastructure.

• Actively assessing delivering a larger set of their applications and/or service a larger number of users using Citrix technology (CPS, NetScaler, Tarpon)



EdgeSight Pricing

EdgeSight offerings packaged to facilitate customer adoption

• CCU-based pricing • Aligns with CPS model /

customer expectations• Focus on management

demand in CPS customer base

• SA included

EdgeSight for Presentation Server

Per CCU

• Connected Device pricing• No Easy Pricing to keep

focus on Mid-market +• No server charge to

facilitate cross-selling by channel

• SA included

EdgeSight for Endpoints

Per Device



1

Superior Application Performance VisibilityReal-time visibility to application performance from the user perspective enabling the IT organization to proactively address issues and establish and manage to service levels that are relevant to the business. With a more complete picture of performance across the access environment, organizations can dynamically determine the best way to deliver applications.

EdgeSight Benefits

5Integration with Systems Management Consoles

Easily integrates into existing systems management consoles providing incremental visibility to the first-mile of application performance. Plugs into existing Service Desk applications triggering workflows upon the creation of real-time performance alerts.

2Rapid Root-cause Identification

Continuously and comprehensively monitors application performance at the user-level, enabling IT support to quickly identify and diagnose performance problems eliminating finger-pointing and downtime due to inability to reproduce reported problems.

3Intelligent Capacity Optimization

Delivers run-time data across applications and systems providing granular input to capacity and characteristics of the existing infrastructure reducing investment in un-needed software or hardware.

4Ease-of-use and Flexibility

Monitors application performance without requiring instrumentation or configuration. Agents deploy rapidly and begin collecting data immediately resulting in faster time-to-value and lower TCO. The solution facilitates information sharing easily and enables customization based on specific business initiatives and service levels.



EdgeSight Customer AdoptionTelecommunications

Health Care

Finance / Insurance

Manufacturing

Utilities

Professional Services

Pharmaceutical

Retail

http://www.gp.com/

http://www.weil.com/

http://www.communityuk.db.com/

http://www.gs.com/

http://www.petco.com/page.aspx?PC=home&nav=1&cm_re=080905-_-hdr-_-logohome

https://www.gc.usaa.com/inet/ent_home/CpHome



Accelerating Application Support

• Challenge:• Lack of consistent visibility to application performance and utilization

globally• Mission critical trading application crashes impact revenue

• EdgeSight for Endpoints Provided:• Complete application visibility across global infrastructure • Automated run-time data capture for crash analysis

• Results:• Inventory and usage data for all enterprise applications

• Provided insight needed to reduce license maintenance charge by more than $500K

• Application crash details reduce time-to-diagnose by 20%



Reducing Resolution Time & Cost

• Challenge:• Inability to proactively assist internal customers• No Real-Time determination of root cause; no contextual data – “what just

happened?”• No asset-change info

• EdgeSight for Endpoints Provided: • Visibility into all issues, not just those called into the helpdesk• Ability to view asset change deltas while resolving customer issues• Ability to view Spyware intrusion and other resource intensive applications

• Results:• Integrated within corporate ITIL initiative• Reduced deskside visits by 75%• Nearly $2M in overall savings• Rolling out to about 20,000 desktops

http://www.gp.com/



Reducing Cost per Managed Device

• Challenge:• Mission-critical clinical devices failing, putting patient care at risk• Needed to understand availability of applications and systems to

ensure reliable performance of shared PCs

• EdgeSight for Endpoints Provided: • Visibility and Insight to availability issues on “ownerless devices” • Real-time notifications of application performance problems

• Results:• Enterprise-wide increase in productivity of 22%• Remote monitoring virtually eliminates desktop visits• Rolling agent out to all 25,000 employee desktops



Supporting Expanded CPS Environment

• Challenge:• Goldman’s remote desktop strategy is essential to their 2006 and 2007 plan

for disaster planning and trading infrastructure redesign.• Need to predict capacity to allow for rapid expansion of Presentation Server

environment.• Complex, homegrown applications critical to revenue and not visible to IT

organization

• EdgeSight for Presentation Server Provided:• Capacity planning data based on end user usage information• Real time information on a per user and per session basis• Achieved a true picture of application stability at peak loads

• Results:• Realized immediate hardware savings of $650,000 in the first month of use.• Understood true capacity of Citrix farm during MTA Transit strike and were

able to expand use as fast as the business needed.

http://www.gs.com/



Agent-based

Agent-based

Appliance

Service

ActiveMonitoring

PassiveMonitoring

Ease of deploymentGlobal capture of all applicationsNo visibility into the user desktop

Capture of all applications usedFull visibility into the user desktop

Mostly for availability of Internet facing applications

Good statistical sampleNot efficient as an alerting tool

End-User Monitoring Technology Options



The EdgeSight Advantage• Breadth

• Every application, every process, all users• Enterprise-wide reporting and analysis

• Depth• Always-on monitoring• Detailed, highly granular, diagnostic data• Real-time alerting

• Ease-of-use• No instrumentation/configuration• Alert configurations and “learned” averages• Reporting flexibility• Integration with Service Desk / Systems Management



EdgeSight Sales Process

Establishing Interest

Contacts come in via• Marketing programs• Website• Referrals • Cold calls

Inside Sales Team• Qualifies• Educates• Schedules Meeting

Positioning Solution

Field Team Qualification• On-sight meetings• Problem/Solution• Established Champion• Identify Budget/Timeline

Qualified Opportunities• Schedule Pilot• Gather initial data

Contacts Suspects

Prospects Evaluators CustomersOpportunities

Proving Value

POC Process• 15-30 day install• Console review (onsite)• ROI data gathering• Business Case Creation

POC Results• Business case

presentation – champion• Business case

presentation – executives• Negotiation/close

Leverage Install-base

Relationships / Knowledge

ctx-1621aw citrix edgesight 4.2: selling and positioning

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set of user

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