Transcript Citrix Acquires Reflectent Software

CTX-1621AW Citrix EdgeSight 4.2:
Selling and Positioning
Internal and Partner Use Only
© 2007 Citrix Systems, Inc.—All rights reserved, Citrix Company Confidential
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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
Internal and Partner Use Only
© 2007 Citrix Systems, Inc.—All rights reserved, Citrix Company Confidential
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EdgeSight
Providing the most widely deployed end-user application performance
solutions among the Fortune 1000
Focusing 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
Internal and Partner Use Only
© 2007 Citrix Systems, Inc.—All rights reserved, Citrix Company Confidential
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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
Internal and Partner Use Only
© 2007 Citrix Systems, Inc.—All rights reserved, Citrix Company Confidential
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Citrix Access Infrastructure
Application
Delivery
Real-time
Collaboration
Operations
Support
Systems
Access Security
& Control
Universal
Endpoint
Observe, manage, and control
all aspects of information
access, allowing IT services to
be delivered as a utility
Internal and Partner Use Only
© 2007 Citrix Systems, Inc.—All rights reserved, Citrix Company Confidential
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Customer Challenges
• Diversity of Application Types
• New Methods of Application Delivery
• Highly Distributed User Community
• Dependence on Service Availability
Application Management Complexity
Internal and Partner Use Only
© 2007 Citrix Systems, Inc.—All rights reserved, Citrix Company Confidential
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Managing Performance Based on User
Experience
BUSINESS USERS
Client-Server Apps
End User
Experience
Monitoring
IT SYSTEMS
App Delivery Infrastructure
Web Apps
Desktop Apps
PC Systems
•
•
•
•
Networks
Servers
Databases
Proactively monitor performance across all applications
Instant visibility to application performance problems and bottlenecks
Improve and enhance support efficiency
Make users more productive
Internal and Partner Use Only
© 2007 Citrix Systems, Inc.—All rights reserved, Citrix Company Confidential
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Improving Application Visibility and
Diagnostics
Expedite
Application
Support
Improve
Application
Performance
Support / Developers
IT Operations
• Identify poorly performing
applications
• View user-experience data in
real-time
• Manage system resources to
remove bottlenecks
• Collect run-time application crash
data
• Monitor diverse set of applications
• Measure impact of change to
production environment
• Report on application utilization
Improved End-user
Productivity
• Tune custom-built applications in
production
Internal and Partner Use Only
© 2007 Citrix Systems, Inc.—All rights reserved, Citrix Company Confidential
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Citrix EdgeSight – Ensuring Best Access
Experience
Improve
Application
Performance
Expedite
Application
Support
•
•
•
•
•
EdgeSight for Endpoints
EdgeSight for Presentation Server
Manage performance for all apps
based on user experience
Manage session-level performance for apps
delivered by Presentation Server
Automatic, continuous monitoring
of all applications
Comprehensive collection of
application errors, faults, hangs
•
•
Server-side performance trending
Granular system utilization for
capacity planning & chargeback
Real-time performance alerting
Application crash and contextual
data capture
Network trace-routes
•
•
Session-level data and analysis
End-to-end performance data—ICA
traffic and back-end connectivity
Real-time performance alerting
•
Internal and Partner Use Only
© 2007 Citrix Systems, Inc.—All rights reserved, Citrix Company Confidential
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EdgeSight Architecture
EdgeSight
Endpoint Agent
EdgeSight
Presentation Server Agent
• Non-intrusive selfconfiguring agent
• Rich, per-user session data capture
• Continuous data
collection
• Server capacity reporting
End User
Devices
• System level metrics
Presentation
Server
Infrastructure
Back-end
Application
Infrastructure
EdgeSight Server
EdgeSight Console
• Business rules config.
• Web-based UI
• Data aggregation and
analysis
• Real-time alerts
• Centralized agent
administration
• Historical trending
• Root-cause analysis
Systems Management Console Integration (OpenView, MOM, Tivoli)
Citrix EdgeSight – Key Features
User Experience Monitoring
Granular Diagnostic Data Capture
Real-time Performance Alerts – SLA
Management
Application Usage Visibility
Client and Back-end Network
Connection Data
User-to-Server Identification
(CPS only)
Performance metrics for all
applications/processes from
user perspective
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
Locates server for every
user session to triage
reported problems
Internal and Partner Use Only
© 2007 Citrix Systems, Inc.—All rights reserved, Citrix Company Confidential
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Targeting:
EdgeSight for Presentation Server
Net New
Customers
CPS Customers
NetScaler
Customers
Primary
Generally – 500+ CCU Customers
Non-Employee Networks
Distributed Businesses
More users than employees
User base mostly remote
• Non-corporate devices
• Partners, Sales Agents,
Outsourcers
• Branch offices
• Task workers
Remote/Mobile Critical
Employees
High-value employees
• Road warriors
• Customer and account
data management
Additional Optimal Target
Characteristics
Internal and Partner Use Only
© 2007 Citrix Systems, Inc.—All rights reserved, Citrix Company Confidential
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Opportunity Identification
Customers Looking to
• 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
With These Characteristics
• 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)
Internal and Partner Use Only
© 2007 Citrix Systems, Inc.—All rights reserved, Citrix Company Confidential
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EdgeSight Pricing
EdgeSight offerings packaged to facilitate customer adoption
EdgeSight for
Presentation Server
EdgeSight for
Endpoints
Per CCU
Per Device
• CCU-based pricing
• Aligns with CPS model /
customer expectations
• Focus on management
demand in CPS customer
base
• SA included
• Connected Device pricing
• No Easy Pricing to keep
focus on Mid-market +
• No server charge to
facilitate cross-selling by
channel
• SA included
Internal and Partner Use Only
© 2007 Citrix Systems, Inc.—All rights reserved, Citrix Company Confidential
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EdgeSight Benefits
Superior Application Performance Visibility
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Real-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.
Rapid Root-cause Identification
2
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.
Intelligent Capacity Optimization
3
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.
Ease-of-use and Flexibility
4
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.
Integration with Systems Management Consoles
5
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.
Internal and Partner Use Only
© 2007 Citrix Systems, Inc.—All rights reserved, Citrix Company Confidential
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EdgeSight Customer Adoption
Telecommunications
Finance / Insurance
Professional Services
Manufacturing
Health Care
Pharmaceutical
Utilities
Retail
Internal and Partner Use Only
© 2007 Citrix Systems, Inc.—All rights reserved, Citrix Company Confidential
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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%
Internal and Partner Use Only
© 2007 Citrix Systems, Inc.—All rights reserved, Citrix Company Confidential
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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
Internal and Partner Use Only
© 2007 Citrix Systems, Inc.—All rights reserved, Citrix Company Confidential
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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
Internal and Partner Use Only
© 2007 Citrix Systems, Inc.—All rights reserved, Citrix Company Confidential
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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.
Internal and Partner Use Only
© 2007 Citrix Systems, Inc.—All rights reserved, Citrix Company Confidential
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End-User Monitoring Technology Options
Service
Active
Monitoring
Agent-based
Mostly for availability of
Internet facing applications
Good statistical sample
Not efficient as an alerting tool
Appliance
Ease of deployment
Global capture of all applications
No visibility into the user desktop
Agent-based
Capture of all applications used
Full visibility into the user desktop
Passive
Monitoring
Internal and Partner Use Only
© 2007 Citrix Systems, Inc.—All rights reserved, Citrix Company Confidential
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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
Internal and Partner Use Only
© 2007 Citrix Systems, Inc.—All rights reserved, Citrix Company Confidential
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EdgeSight Sales Process
Contacts
Suspects
Establishing Interest
Contacts come in via
• Marketing programs
• Website
• Referrals
• Cold Leverage
calls
Install-base
/
InsideRelationships
Sales Team
• Qualifies
Knowledge
• Educates
• Schedules Meeting
Prospects
Opportunities
Positioning Solution
Evaluators
Customers
Proving Value
Field Team Qualification
• On-sight meetings
• Problem/Solution
• Established Champion
• Identify Budget/Timeline
POC Process
• 15-30 day install
• Console review (onsite)
• ROI data gathering
• Business Case Creation
Qualified Opportunities
• Schedule Pilot
• Gather initial data
POC Results
• Business case
presentation – champion
• Business case
presentation – executives
• Negotiation/close
Internal and Partner Use Only
© 2007 Citrix Systems, Inc.—All rights reserved, Citrix Company Confidential
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