Help Desk Support for XenApp and XenDesktop

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Overview

​The Citrix Help Desk Support for XenApp and Desktop course CHD-100, introduces help desk and tier 1/tier 2 support professionals to concepts and troubleshooting strategies for XenApp and XenDesktop environments.  

You will learn the fundamental concepts behind the types of resources available from a XenApp or XenDesktop deployment, the communication requirements for each environment, and the process involved with accessing a resource from either environment.  

Help desk professionals will be able to identify if an issue affects a general problem area and then break down the issue into a more specific cause.  Some issues will be appropriate for the help desk to take action directly to solve.  For other issues, the help desk may be required to identify and direct the issue to the appropriate team, such as XenApp or XenDesktop administrators, network administrators, application teams, or other.  

Interactive Instructor-led discussion and hands-on lab exercises guide learners through help desk tasks and prepare them to troubleshoot common issues encountered in XenApp and XenDesktop environments.

Intended Audience

​This course is intended for help desk and support professionals equivalent to a tier 1 or tier 2 support level role that need to provide troubleshooting and support for XenApp and XenDesktop environments.


At Completion

​Upon successful completion of this course, learners are able to perform the following:

  • Identify components, communication, and services of Citrix XenApp 6.5. and XenDesktop 5.6
  • Describe and use the different management consoles
  • Identify and use tools from Citrix for troubleshooting and diagnosing issues (for example: qfarm, lbdiag, Quick Launch)
  • Describe delegated administrator privileges for XenApp and XenDesktop
  • Describe the various resource types available for XenApp and XenDesktop
  • Understand the core architecture and communication requirements for the Citrix Receiver, Web Interface, and the XenApp/XenDesktop architecture
  • Understand the XenApp and XenDesktop logon process and cause for possible delays or issues
  • Recognize how XenApp and XenDesktop policies are processed
  • Recognize how Active Directory GPO's apply to sessions
  • View resultant set of policies using policy modeling and view configured policy settings
  • Troubleshoot application issues, sessions and session connectivity issues (including streamed applications and sessions), policy issues, common printing issues, client to Web Interface communication issues, Web Interface authentication and enumeration issues, and Secure Gateway

Prerequisites

​It is recommended that learners have basic knowledge of Microsoft Windows Server 2008 R2 environments, Active Directory, group membership within Active Directory, and experience with basic client network connectivity.


Exams & Certifications

​Currently, there are no certifications related to this course.


Materials


Course Outline

  • ​Identify components, communication, and services of Citrix XenApp 6.5. and XenDesktop 5.6
  • Describe and use the different management consoles
  • Identify and use tools from Citrix for troubleshooting and diagnosing issues (for example: qfarm, lbdiag, Quick Launch)
  • Describe delegated administrator privileges for XenApp and XenDesktop
  • Describe the various resource types available for XenApp and XenDesktop
  • Understand the core architecture and communication requirements for the Citrix Receiver, Web Interface, and the XenApp/XenDesktop architecture
  • Understand the XenApp and XenDesktop logon process and cause for possible delays or issues
  • Recognize how XenApp and XenDesktop policies are processed
  • Recognize how Active Directory GPO's apply to sessions
  • View resultant set of policies using policy modeling and view configured policy settings
  • Troubleshoot application issues, sessions and session connectivity issues (including streamed applications and sessions), policy issues, common printing issues, client to Web Interface communication issues, Web Interface authentication and enumeration issues, and Secure Gateway.

 

 

Help Desk Support for XenApp and XenDesktophttp://springhouse.com/course-catalog/CHD-100Help Desk Support for XenApp and XenDesktop

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