Managed Services & Support

The Citrix Managed Service from Centralis provides a simple, cost-effective way to ensure that a Citrix XenApp or XenDesktop environment is tuned and maintained to best practice.  Centralis currently manages Citrix farms and desktops for some of the UK's leading private and public sector organisations. 

In addition to all the benefits of our Support Service, the Managed Service offers:

• Best of Breed - Centralis offers the only UK managed service backed by Citrix Platinum & Citrix Ready accreditations

• Proven Track Record - multi-year contracts with major public sector and Times Top 100 customers

• Comprehensive reports - including our unique "Greenlight" report on monthly application & license usage

• Detailed annual health-check - carried out as a peer review by one of our experienced consultants to validate the quality of your configuration

• Value for Money - The service includes daily pro-active maintenance, scheduled patches, updates and service packs, unlimited technical support and call escalation to consultancy / vendor at no extra cost

• Quality Standards - All staff are Citrix & Microsoft certified, and the managed service is backed by ISO9000 standard procedures and Investors in People certification

• SLAs and KPIs - All calls tracked against SLA targets, with "same day close" target on priority calls 

• Enterprise Toolset - Centralis unique farm management software (as used by some of the world's largest farms) included free of charge

If you would like to discuss managed services or would like a sample Greenlight report, please click here and we'll contact you.

Management of a virtual or physical desktop estate requires considerable experience, attention to detail and some clever management tools.  Centralis has over 10 years experience in managing multi-thousand seat physical desktop estates and an increasing number of virtual ones.   

From creating a standard build to updating that build in the field, Centralis has met (and overcome!) the key obstacles and issues in managing desktop environments of over 10,000 devices. 

Whether you need to take control of an expanding laptop population or simplify the update of your virtual machines, Centralis can assist with proven, fixed cost solutions.

Managed Services for Desktops typically include:

• Creation of device independent "gold" builds

• Application of company specific standards including interface & security

• Application of user and/or role based personalisation

• Secure, automated update processes for operating system, applications and data via LAN, WAN, 3G, GPRS or DVD

• Use of Citrix virtual channels to give secure access to locked-down devices

• Use of provisioning services and /or application virtualisation & streaming

• Use of Type 1 client hypervisors to create fully hardware independent virtual machines (coming shortly)

If you would like to discuss managed services for desktops, please click here and we'll contact you.

The Centralis Service Desk provides support and assistance to customers by acting as an expert resource to:

• Diagnose performance issues, error messages or other service delivery issues
• Help customers to restore operational service in the event of a problem
• Assist with the deployment of new software or services
• Give advice and guidance on configuration, maintenance and change issues

All Centralis Service Desk staff are qualified IT professionals, certified to at least Citrix CCA or Microsoft MCP level.

Three levels of support service are available: Technical Support (unit-based), Premium Support (unlimited) and Managed Service.

Centralis support services typically include:

• Telephone, e-mail or automated logging of incidents
• Record incident details including classification & prioritisation.
• Initial analysis, diagnosis and feedback on possible resolution or short term fixes
• Escalation to consulting and service management where required
• Provide longer term call analysis and resolution via "trouble tickets"
• Report to customers on Service Desk performance against SLA

Through the Support Service, Centralis is able to offer the following benefits:

• Reduced Risk  - Centralis has over ten years experience, resolving over 1,000 technical support calls a year
• Measured Performance - All calls are tracked against SLA with monthly performance reports
• Speedy Resolution - Our service desk system contains an integrated knowledge-base with over 50,000 entries covering specific issues matched to incident and configuration details, helping us to provide a speedy diagnosis
• Customer Satisfaction - Regular reports, reviews and meetings to ensure that we meet or exceed your expectations

If you would like to discuss support services, please click here and we'll contact you to discuss your requirements and options.