Providing Help Desk Support for Citrix XenApp

Doelgroep

This course is intended for XenApp help desk professionals.

Korte inhoud

This course introduces help desk professionals to XenApp and prepares them to troubleshoot common
issues. Students will learn to identify whether more complex issues are related to the XenApp product,
the network or directory services. By knowing the general problem area, help desk professionals can
transfer cases to the appropriate person, such as a XenApp administrator or a network administrator.
Interactive instructor-led discussion and hands-on labs and exercises guide learners through help desk
tasks and prepare them to troubleshoot common issues encountered in a XenApp environment.

Upon successful completion of this course, learners are able to perform the following:
• Describe the Citrix troubleshooting methodology
• Identify the features, components, services and communications of Citrix XenApp 5.0
• Describe the different management consoles
• Describe Citrix administrator account privileges
• Describe the components of the various published resource types, including streaming
• Understand the core architecture and communications used by the Citrix XenApp Plugin for Hosted Apps
• Understand the XenApp logon process and possible delays
• Recognize how Active Directory policies can affect a XenApp implementation
• Recognize how XenApp policies are processed
• Identify policy rules and filters
• View policy configurations
• Use the policy search engine
• Understand how ICA session printing is routed
• Identify services and settings that affect printing
• Understand the Web Interface and Secure Gateway communication processes
• Manage sessions
• Shadow users
• Troubleshoot application issues, including seamless applications
• Troubleshoot sessions and session connectivity issues
• Troubleshoot streamed applications and sessions, including offline access to streamed applications
• Troubleshoot policy issues
• Troubleshoot common printing issues
• Troubleshoot client to Web Interface communication issues
• Troubleshoot Web Interface authentication issues
• Troubleshoot Web Interface enumeration issues
• Troubleshoot Secure Gateway

Voorkennis

It is recommended that learners have basic knowledge of Microsoft Windows Server™ 2003 or Microsoft
Windows Server™ 2008 environments, Active Directory, group membership within Active Directory and
experience with basic client network connectivity.

Invulling

This instructor-led training course provides interactive presentations, discussion and practical application
through hands-on labs and group activities. An on-line student resource is available.