In the era of remote work and an increasing number of companies operating in virtual environments, monitoring and managing IT infrastructure has become crucial for ensuring business efficiency and continuity. A call center company using virtual desktop infrastructure (VDI) faced the challenge of effectively overseeing and optimizing its IT resources. In response to these needs, implementing the advanced Zabbix monitoring system became an indispensable step toward improving the performance and security of remote operations.
 

Challenge

The growing use of virtual desktops and applications by call center teams, business partners, suppliers, and the client's employees has led to a significant increase in operational risk, directly impacting:

• The efficiency of individual user groups
• The quality of service for individual and business customers
• The availability of company resources from anywhere in the world
• Data and information security

To ensure the continuity of the work environment, the main goal was defined as the implementation of a comprehensive monitoring system that would present the condition of virtual desktops and provide information about failures or a decrease in performance quality.

Solution 

Before choosing the target solution, key parameters to be monitored were identified. These included system parameters and parameters from the Citrix ICA protocol, parameters from the virtualization platforms on which the virtual desktops operate, and the quality parameters of the network connection between the user and the virtual desktop.

For monitoring these parameters, an open-source class system, Zabbix, was chosen. In terms of visualizing the collected information, Grafana proved to be effective, and it was integrated with the Zabbix system.

Outcomes

Our specialists implemented a solution for monitoring virtual desktop infrastructure.

As a result, our client achieved the following outcomes: data collection on user feedback in one system, faster analysis of user sentiments and observation of the causes and effects of failures. Additionally, the implementation provided enhanced capabilities for analyzing environment-related issues and secure environment scaling while maintaining operational efficiency.

Consequently, it enabled an efficient infrastructure capacity planning process, reduced average repair time and the number of incident reports, improved work efficiency, and support for a larger number of users.

Want to get more details? Contact us!