Citrix XenDesktop 7 Helpdesk

Training Course Content Provided is the topic outline for the Citrix XenDesktop 7 Helpdesk course:

• Module 1: The Helpdesk and Citrix Solutions
o Understanding Citrix Solutions
Desktop Virtualization
Networking Technologies
Collaboration and file sharing
o Overview of the Helpdesk
Support Levels & Responsibilities
Troubleshooting Methodology
• Define the issue
• Gather detailed information
• Consider possible causes
• Create an action plan to address the issue
• Implement the action plan
• Observe the results of the action plan
• Document any changes following resolutions
o XenDesktop 7 Architecture
Understanding components
• Receiver
• StoreFront
• Delivery Controller
• Studio
• Director
• Virtual Desktop Agent (VDA)
• SQL Database
• NetScaler
• Hypervisor
• Virtual Machines
XenDesktop 7 Infrastructure
Port Utilization
ICA Proxy
o Reinforcement Exercise

• Module 2: Citrix Receiver and the End-User Experience
o StoreFront
o Installing and configuring Receiver
o Navigating Receiver
Accessing Receiver
Adding and Opening Applications
Accessing a Desktop
Downloading a Configuration File
o Troubleshooting Tools
Connection Center
Event Logging
Citrix Scout and Tools as a Service (Taas)
o Reinforcement Exercise

• Module 3: Citrix Studio
o Signing into Studio
o XenDesktop Concepts
Administrator Roles
Administrator Scopes
Machine Catalogs
• Maintenance Mode
• Registered and Unregistered States
Delivery Groups
Policies
• Resultant Set of Policy
User Profiles
o Reinforcement Exercise

• Module 4: Printing with XenDesktop 7
o Printing Concepts
o Printer Types
o Default Printing Behavior
Altering the Default Printing Behavior
o Printing Policies
o Provisioning Printers
Citrix Universal Print Server
Universal Print Driver
Configuring the Universal Print Server
Auto-creating Client Printers
Controlling Client Printer Auto-Creation
Administrator-assigned Session Printers
o End User Self-Provisioning
Auto-Retained Printers
o Printer Drivers
o Citrix Print Detective Tool
o Troubleshooting Printing Issues
o Reinforcement Exercise

• Module 5: Resolving Issues with Citrix Director
o Citrix Director
o Accessing Director
o Viewing User Details
Activity Manager
Machine Details
Session Details
Logon Duration
Personalization
HDX Panel
o Interacting with the End User
Sending a Message to an End User
Shadowing an End User
o Resolving End-User Issues
Resetting an End-User Profile
Ending a Machine Process
Ending applications
Enabling and Disabling Maintenance Mode
Managing an End-User’s Machine Power Status
Disconnecting a Session
Logging an End User Off
o Administrator Features of Director
Monitoring within the Director Dashboard
Monitoring the Infrastructure Panel
Monitoring Connected Sessions
Monitoring Logon Duration Averages
Monitoring Machine and End-User Connection Failures
Monitoring Historical Trends
Viewing Trends
Searching using Filters
o Reinforcement Exercise