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, among others:

• System parameters and parameters from the Citrix ICA protoco
• Parameters from the virtualization platforms on which the virtual desktops operate
• 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, observing the causes and effects of failures
• Enhanced capabilities for analyzing environment-related issues
• Secure environment scaling while maintaining operational efficiency
• Efficient infrastructure capacity planning process
• Reduced average repair time and the number of incident reports
• Improved work efficiency
• Possible support for a larger number of users
   

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