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The parts of the SME architecture presented so far have dealt mainly with collecting information and controlling the environment Publishing and sharing the collected information and the results of those efforts for control are just as important The value of management information increases the more it is shared The IT staff should adopt a policy of no secrets and share information in terms of measured SLAs with users and management That being said, it is also important to present the information formatted appropriately for the audience Management typically is most interested in bottomline information and would not find a detailed network performance graph very useful A one- or two-page report listing each service level and the key metrics used to show whether that service level is being met would likely be more appropriate Users make up a diverse group in most large organizations, making it prudent to err on the side of showing too much information We have found that publishing the user SLA reports on a corporate intranet is a convenient method because it provides a central location for the information If a more proactive method for distributing the information is desired, the URL for the intranet page can be e-mailed to the users NOTE: The format of your reports should not be determined by the capabilities of the measurement and reporting tools The report should reflect the results of business-driven service-level agreements in order to be useful to their recipients
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Communication Plan Part of effective reporting is establishing a communication plan A communication plan can also be thought of in this context as a reporting SLA You must decide who is to receive the reports, at what frequency, and at what level of detail If interaction between individuals or groups for review or approval is needed, define how this is going to happen and document it as part of the plan For enterprises with an intranet built on Microsoft SharePoint, using CitrixWeb Interface for Microsoft SharePoint may be the easiest way to create a one-stop-shop for internal access and information On the subject of what to publish, we have found the following reports to be very useful Daily Reports The idea behind a daily report is to provide users and management with a concise view of performance against SLAs The report should show only key indicators for each SLA Sometimes called a hot sheet, this report should only be one or two pages in length Figure 6-14 shows an example of such a report The ideal delivery mechanism
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Figure 6-14 A Citrix EdgeSight daily report
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for such a report is on an intranet site (such as an MSAM site, as discussed earlier) or through e-mail Enterprises often combine the hot sheet with other pertinent information that may affect user service over the next 24 to 72 hours, such as downtime or approved configuration changes from the configuration management process Periodic Reporting Periodic reports should have more detail than daily reports At whatever interval is defined in the communication plan, detailed performance information should be published to users and management This type of report should show all indicators used to measure SLA performance The data used to generate this type of report is also used for predictive analysis or trending For example, periodic views of disk space utilization will show how fast new disk space is consumed and when new storage should be put online Trend reports allow you to stay ahead of demand and avoid resource-based outages
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fter the project plan, architecture, and design are complete, the implementation begins Project management is a key element in successful execution This chapter, while not attempting an in-depth discussion of such a large topic, covers certain elements crucial to an application delivery system implementation, including preparing for organizational change, executive sponsorship, project manager authority, stakeholder buy-in, project reporting and tracking, task assignment, project change control, scope creep, and timeline management We show examples of how tools such as service-level agreements and help desk software can help you manage changes to the environment to enhance benefits to management and end users We also talk about the needs for the support environment both during and after the implementation This chapter also covers the transition methodology, from deploying applications to various endpoints, to delivering all applications and managing them centrally, regardless of where they physically run First, we ll review the process of setting up a proof-ofconcept pilot program We next talk about expanding the pilot to a beta program in order to identify and resolve any issues that arise in a small-scale production environment We then cover expanding the beta to an enterprisewide rollout of XenApp Platinum Finally, we discuss postproduction processes of ongoing measurement and reporting, change control, upgrades, and changes to the environment NOTE: Although this book primarily focuses on XenApp, it is important to note that the fundamentals in this chapter are also applicable to a rollout of a XenDesktop infrastructure (a XenDesktop environment will typically include XenApp for both performance and organizational reasons)
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