Citrix XenApp and XenDesktop Help Desk

Duration: 
3 days
Codes: 
CHD1001
Versions: 
NULL

Overview

This course introduces help desk and tier 1/tier 2 support professionals to concepts and troubleshooting strategies for XenApp and XenDesktop environments. Students will learn the fundamental concepts behind the types of resources available from a XenApp or XenDesktop deployment, the communication requirements for each environment, and the process involved with accessing a resource from either environment. Help desk professionals will be able to identify if an issue affects a general problem area and then break down the issue into a more specific cause. Some issues will be appropriate for the help desk to take action directly to solve. For other issues, the help desk may be required to identify and direct the issue to the appropriate team, such as XenApp or XenDesktop administrators, network administrators, application teams, or other. Interactive Instructor-led discussion and hands-on lab exercises guide learners through help desk tasks and prepare them to troubleshoot common issues encountered in XenApp and XenDesktop environments.

Who should enroll in this course?

This course is intended for help desk and support professionals equivalent to a tier 1 or tier 2 support level role that need to provide troubleshooting and support for XenApp and XenDesktop environments.

Audience

This course is intended for helpdesk representatives that support XenApp and XenDesktop 7.x users.

Skills Gained

  • Complete help desk tickets thoroughly with the appropriate documentation
  • Troubleshoot and resolve issues within their scope in a timely manner
  • Escalate issues that are out of scope to the appropriate team/individual
  • Ensure issues are fully resolved and steps are taken to prevent them from reoccurring
  • Think strategically and use the proper consoles during troubleshooting to quickly determine the root cause of a problem.

Prerequisites

Before taking this course, Citrix recommends that students have:

  • An understanding of server, desktop and application virtualization concepts.
  • Take the free CXD-102 Introduction to Citrix XenDesktop 7 eLearning course.
  • Take the free CXA-104 Citrix XenApp 7.6: Overview eLearning course.

Course Outline

Students will leave class with the ability to troubleshoot user issues, including interpreting user needs, asking the proper questions to resolve common issues, and applying documentation practices when troubleshooting to ensure a smooth transition when escalation is necessary.

Module 1: Supporting XenApp and XenDesktop as a Help Desk Representative

  • XenApp and XenDesktop 7.x Architecture
  • XenApp and XenDesktop 7.x Infrastructure
  • Overview of the Help Desk

Module 2: Configuring Citrix Receiver and Using Citrix StoreFront

  • Authentication to a XenApp or XenDesktop Environment
  • Understanding Citrix Receiver
  • Navigating Receiver
  • Troubleshooting Receiver Issues

Module 3: Researching Issues with Citrix Studio

  • Delegated Administration
  • Working with Machine Catalogs
  • Working with Delivery Groups
  • Understanding Citrix Policies
  • Understanding End-User Profiles
  • Troubleshooting Policies

Module 4: Printing in a XenApp and XenDesktop Environment

  • Printing Concepts
  • Architecture
  • Default Printing Behavior
  • Printer Provisioning
  • Citrix Universal Print Driver and Server
  • Troubleshooting Printing Issues

Module 5: Resolving Issues Using Citrix Director

  • Citrix Director
  • Viewing User Details
  • Interacting with the End User
  • Resolving End-User Issues
  • Monitoring with the Director Dashboard
  • Troubleshooting Director Issues

Thinking about Onsite?

If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.

Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.

Upcoming Dates

  • GREEN This class is Guaranteed To Run.
  • SPVC - Self-Paced Virtual Class.
  • Click a Date to Enroll.
Course Location Days Cost Date
Onsite
Onsite3 2700 $2700 2019-01-15