CTX-1621AW Citrix EdgeSight 4.2: Selling and Positioning

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CTX-1621AW Citrix EdgeSight 4.2Selling and
Positioning
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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

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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

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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

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Citrix Access Infrastructure
ApplicationDelivery
Real-time Collaboration
Operations SupportSystems
Observe, manage, and control all aspects of
information access, allowing IT services to be
delivered as a utility
Access Security Control
Universal Endpoint
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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
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Managing Performance Based on User Experience
BUSINESS USERS
IT SYSTEMS
Client-Server Apps
App Delivery Infrastructure
Web Apps
End User Experience Monitoring
Desktop Apps
Networks
Servers
Databases
PC Systems

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

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Improving Application Visibility and Diagnostics
Expedite Application Support
Improve Application Performance
Support / Developers
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

• Identify poorly performing applications
• Manage system resources to remove bottlenecks
• Monitor diverse set of applications
• Report on application utilization

Improved End-user Productivity
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Citrix EdgeSight Ensuring Best Access
Experience
EdgeSight for Endpoints Manage performance for
all apps based on user experience
EdgeSight for Presentation Server 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

Improve Application Performance

• Real-time performance alerting
• Application crash and contextual data capture
• Network trace-routes

• Session-level data and analysis
• End-to-end performance dataICA traffic and
  back-end connectivity
• Real-time performance alerting

Expedite Application Support
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EdgeSight Architecture
Presentation Server Infrastructure
End User Devices
Back-end Application Infrastructure
Systems Management Console Integration (OpenView,
MOM, Tivoli)
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Citrix EdgeSight Key Features

• Performance metrics for all applications/processes
  from user perspective

User Experience Monitoring
Granular Diagnostic Data Capture
Automatically collect application crash data and
contextual info remote snapshot capability
Real-time Performance Alerts SLA Management
Threshold and event alerts based on user
experience transaction times
Monitors every application and identifies new
applications by user or group
Application Usage Visibility
Client and Back-end Network Connection Data
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
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Targeting EdgeSight for Presentation Server
Net New Customers
CPS Customers
NetScaler Customers

• Non-Employee Networks
• More users than employees
• Non-corporate devices
• Partners, Sales Agents, Outsourcers

• Remote/Mobile Critical Employees
• High-value employees
• Road warriors
• Customer and account data management

• Distributed Businesses
• User base mostly remote
• Branch offices
• Task workers

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Opportunity Identification

• 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)

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EdgeSight Pricing

• EdgeSight offerings packaged to facilitate
  customer adoption

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EdgeSight Benefits
1 Superior Application Performance Visibility 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.
2 Rapid 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.
3 Intelligent 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.
4 Ease-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.
5 Integration 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.
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EdgeSight Customer Adoption
Telecommunications
Finance / Insurance
Professional Services
Manufacturing
Health Care
Pharmaceutical
Utilities
Retail
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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

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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

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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

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Supporting Expanded CPS Environment

• Challenge
• Goldmans 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.

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End-User Monitoring Technology Options
Service
Mostly for availability of Internet facing
applications
Agent-based
Ease of deployment Global capture of all
applications No visibility into the user desktop
Appliance
Agent-based
Capture of all applications used Full visibility
into the user desktop
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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

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EdgeSight Sales Process
Contacts
Suspects
Prospects
Evaluators
Customers
Opportunities

• 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

• 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
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