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Start with the test lists defined in the pilot program for component and system testing, and layer in tests aimed at the production environment Such tests would include a larger number of users running the applications, competing network traffic, reconnection to a user session, use of shadowing to support an application, and the effect on applications of backing up and restoring data Determine what performance data needs to be collected and how to collect it System management tools such as Citrix EdgeSight can be useful here, as well as user surveys One of the best testing methods at this stage is simply saturation: Let the users pound away at the applications, and see what they come up with
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The production pilot program should include a larger sample of users than the nonproduction pilot, but the number should remain relatively small The exact number will be
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based on the size of your organization and the complexity of your application environment Ideally, the users selected should be representative of the users who will participate in the application delivery environment, but they should also be friendly to the project We have found that keeping the number of participants in the production pilot between five and ten users, and no more than 50 for large companies, seems to work best Choose which categories of users will participate in the pilot, keeping in mind that you are looking for a representative mix of the ultimate application delivery participants A small pilot, therefore, might still include thin-client-only, mobile, and hybrid users We recommend including at least one thin-client terminal as part of the pilot, if possible, in order to get across the point that there is more than one way to deliver applications Of course, a thin-client terminal can only be used when all required applications for a user or group are accessible from a XenApp server The location of users is also important If users in remote offices will be part of the pilot program, the network s wide-area infrastructure needs to be very sound As discussed in 3, remote office users should be trained ahead of time not to engage in excessive bandwidth utilization practices such as copying data from a local hard drive back to the data center server, or downloading MP3 files from the Internet connection via the XenApp server farm Alternatively, you should have a method to limit the bandwidth available to users We ve already discussed TCP rate control and custom queuing as two common methods We ve summarized these and other requirements as follows: Choose a small but representative mix of users The users selected should access different groups of applications from different types of clients Use this opportunity to test key parts of your infrastructure with server-based computing Choose users in major regional offices, telecommuters, and VPN users Choose users who are open to the thin-client concept Demanding users are fine as long as their demands are reasonable, but avoid high-maintenance users At this stage, choose users who are computer literate and can make the paradigm shift necessary to participate fully We are not saying they have to be programmers or system administrators, just experienced users who have some command of their current desktop
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We discussed customer care in detail earlier in this chapter It is crucial to alert the help desk and to put special mechanisms in place for expediting any problems users encounter A sour experience during the pilot program, even among friendly users, could end up poisoning the entire application delivery project On the other hand, if users receive fast and competent responses to issues that arise, they are more likely to start an early, strong, favorable buzz about the new technology A good technique is to have a triage process in which the help desk can quickly categorize a pilot call from a normal production call and route it appropriately After a call is identified and routed to the first tier of support, it should go directly to the pilot implementation team This is an excellent method for keeping the team in tune with the users and making continuous, incremental improvements to the pilot environment
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