Centralis Managed Services & Support

The Citrix Managed Service from Centralis provides a simple, cost-effective way to ensure that a Citrix XenApp or Citrix 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 is managed by an ITIL qualified practitioner and staffed by qualified, experienced IT professionals.

The levels of support service available are as follows:

Remedial If you have a problem and haven’t yet signed up for a service desk contract, the Centralis remedial service is designed to get you back up and working as quickly as possible. You get access to our experienced service desk staff on a time and materials basis, with the option to escalate to our consultancy services for on-site work if required.

Reactive For customers who have a skilled in-house team, the Reactive service provides you with 15 pre-paid incidents per annum. More incidents can be purchased if required and Centralis will provide unlimited time to resolve the calls, measuring the service provided in monthly SLA reports against an industry-leading “time to fix” SLA.

Analytic The Analytic service provides incidents for your use throughout the year, unlimited time on each incident and an annual health check of the environment and an annual strategy day. It also includes an assigned consultant who maintains a detailed knowledge of the environment and acts as an additional escalation resource.

Predictive Customers who want additional information on their environment, who uses it and which applications they use can opt for the Predictive service, which includes annual units, the annual Healthcheck, plus monthly reports on key service capacity metrics, easily identifying any areas for concern through simple reports e.g. “traffic light” status alerts.

Pre-emptive The Pre-emptive level includes unlimited incidents, plus pro-active monitoring services during contracted hours, either by access to the customer’s own monitoring system or our market-leading cloud-based system monitoring. Alerts and information are passed directly to Centralis service desk staff allowing them to identify issues and recommend remedial action before users experience problems.

Optimised At the highest level Centralis can take responsibility for the smooth running of the environment via a managed service which includes the testing and installation of O\S patches, hot-fixes and service packs to the managed servers. Centralis also includes daily, weekly and monthly checks on every managed server and pro-active monitoring during contracted hours. With over 12 years experience from SME up to FTSE 100 customers, reliability and optimised performance are assured.

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