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You have now rolled out an application delivery solution across the enterprise Your users are happy, and your IT staff has joined the swelling ranks of application delivery evangelists Performance should be compared with both expectations and established success metrics The results should be reported to both management and users
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Measure User Satisfaction
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One method for measuring user satisfaction is to send out surveys asking users to grade the project on various criteria, including performance, reliability, how well it meets expectations, ease of use, training, and implementation Compare the user satisfaction results with those obtained in surveys taken before the deployment You can also use the surveys to find out what other attributes users would like
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Were project milestones reached on time For instance, one milestone may have been to migrate all headquarters users within 60 days of the project start Record and publish the results
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Measure actual expenditures against the budget Update the financial feasibility model with the project costs as well as with costs as they accrue going forward This will enable a return on investment (ROI) to be calculated for the project over a three-to-five-year period
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Measure Application Delivery Center Benefits
During the beta and the production deployment, you established service levels for your new environment These service levels represent an agreement between the IT staff and the user community Part of the agreement is that the IT staff will manage the system to meet certain established metrics and goals The data needed to establish whether these goals are being met needs to be collected diligently and continuously For example, if part of the SLA is 9999-percent system uptime, every blue screen or other server outage needs to be recorded, as well as major network disruptions for a given region or data center
Publish Results
The collected data does no good unless the appropriate people review it There should be a policy of no secrets between the IT staff and the user community Establish a reporting cycle as part of the SLA It may not be critical for a user to see a daily status, but it may be appropriate to display quarterly or monthly SLA results This will depend on your corporate culture and what your internal reporting capabilities are
Establish a Steering Committee
A technique for keeping IT staff and the user community focused on continuous improvement is to create a committee made up of both groups The user representatives should be as diverse as the reach of the server-based computing project If the new environment is multinational, a representative from each major region or country should participate The exact scope and responsibility of the committee will depend on your corporate culture, but it should at least evaluate and recommend changes to the XenApp environment
Provide a Forum for Feedback Outside the Box
The help desk will record user problems and outages In addition, you should provide a way for any employee of the company to give suggestions or constructive criticism This input should be reviewed and evaluated by the steering committee We ve found that brilliant suggestions sometimes come from the most unlikely places
Make Facts-Based Decisions on the Future Direction of Your Application Delivery Environment
Collecting and reporting on established SLAs and keeping the users involved result in invaluable information for making decisions about the future of your company s application delivery initiative Even after a successful rollout, there may be factions within the company that remain unconvinced as to the value of an application delivery
Citrix XenApp Platinum Edition for Windows: The Official Guide
solution Having facts to back up a recommendation to expand the infrastructure or to add applications can mean the difference between the ultimate success or failure of the environment
Establish a Server-Based Computing Lab
To maintain a high quality of service, it is necessary to maintain a lab environment where new versions of software and hardware can be evaluated and tested This lab does not need to be onsite In fact, manufacturers often allow their facilities to be used for this purpose, as long as you agree to share the results Regularly check the websites of Microsoft and Citrix for the latest information on changes and upgrades The Citrix knowledge base, in particular, is an excellent place to find this kind of information Because your new environment is now tested and stable, any change must be rigorously evaluated and tested before deployment
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