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Citrix Synergy TV - SYN193 - Case study: Global Cruise Lines transforms end-user computing...

Simon Townsend
Chief Marketing Officer at IGEL Technology
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Citrix Synergy Atlanta 2019
May 23, 2019, Atlanta, GA, United States
Citrix Synergy Atlanta 2019
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Citrix Synergy TV - SYN193 - Case study: Global Cruise Lines transforms end-user computing...
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About speakers

Simon Townsend
Chief Marketing Officer at IGEL Technology
Roberto Perez
IT Technical Architect at Royal Caribbean International

About the talk

Royal Caribbean Cruise Line, the world’s second-largest cruise line operator, was looking to simplify the management of shared desktops in its North American call centers. They were delivering Windows desktops via Citrix VDI and faced a hardware upgrade due to aging workstations. During this session, attendees will learn how Royal Caribbean was able to repurpose many of its aging endpoints leveraging IGEL’s software-defined endpoint solutions. The IT department was also able to improve management and speed time to deployment. The combination of IGEL and Citrix increased the flexibility of the organization’s small IT team, making it possible to do more with less, while at the same time improving the end-user computing experience.Note: This session will be available for on-demand viewing post-event on Citrix Synergy TV.

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Good morning, everybody. Good morning, everybody. Good. Thank you. Good good. Good. Are we having a good conference? Cricket, yeah, it's pretty good pop in the walking. My my feet are killing me. But the marketing in Amelia. I've worked in the citric Spies full probably 20 years or more and what very closely with Technologies like a person's address software are an opposite direction in the past very privileged to be joined onstage this morning though

with Roberto and as you can see that from Royal Caribbean Cruises and we going to have a flea in formal conversation right through the main purpose of this is to really share with you what Roberto and what Royal Caribbean Cruises have been up to and not just how they use an eye Joe but how they use in Sister Act. An answer what how does a Citrix audio story come together and what they've been able to achieve if there's a controller up session running before this one, right?

And your controller customers was outright. Sorry that we got him a little bit. Yeah, well, I'm glad to be here. Thanks for having me Simon. I am currently an architect with our operational excellence team at RCL. What I do I help the the windows Technologies team easy team come up with solutions for the business. Most of the solutions that you know, I work on, you know are around virtualization. So server application desktop virtualization been doing that for a while now and I've been at Royal for

18 years now because I get through Cruise a lot. So it's been difficult to get away from that and I've been coming up soon as you also for about 10 years now and I'm very glad to to to to be actually, you know, and it's been it's been a good for days. What's the most enjoyable one? I mean it's always on the ship. Right which is which is which is something a lot of people don't realize that the cruising experience is not just about the the porch that you go to what we

make the experience. Memorable because of what's on the ship right? So I like when I try to remember what's the best shape I've been on I think of all the things I got to do in the ship that which by the way was Freedom of the Seas out of Puerto Rico. That was a lot of fun in part because of the people. I'm a little bias cuz I was I was born there but that was in the room. So you have to stand being really really smooth and irritate me or they bigger than that.

We have the the basically the wall to wall in screen Ranch simulates like a window right and then don't feel that small funny things like that, but The thing is not in the room you just going there to sleep if you just show up to sleep and then it's all about being out on the bar. If your cabin you're you're good about Royal Caribbean because it's not just one organization is it is like an umbrella and suburbanization send Denise a little bit about the company where they

based his well-being Services International where five or six major brands are notably Royal Caribbean Celebrity Cruises at the marrow, and we recently Paris take out of silver Seas. So we're based out of the Miami area in downtown Miami at work out of Miramar Florida, and we have a fleet of about forty or so ships between the major brands which event we are floating data centers from from my perspective and Yeah, that's that's that's RCL and maybe touch on it later. We're not just steps. Right? So we have some private islands. Are we doing some very interesting things? So

what work we're trying to make sure we make me cruising experience amazing before you get on right as you're getting off and and and and afterwards a little bit. What's the new office are going to be on uhq campus down in Biscayne Bay and Miami. I think it's scheduled to open in 2023 to get aggressive. It's Like three or four new brand new buildings in the in the background, you can see the old building and its model. It's modeled on a on a ship. Right? So this is a lot of Crews feel when you're going around the

ship and there's like there's going to be a lot of cool Innovative stuff there. I might have to start doing the hour and a half drive to work there cuz that'll be a much cooler replacement where I work at now larimar 30 minutes away with with with no traffic an hour and a half is the business going in there for how does that impact it as well? gesso the business wants like most organizations. They want it to be more agile and Innovative. We've been kind of a leader as

far as going to be shown when it comes to the technology on the ships. So for us, it's pretty easy to kind of spread that same type of mentality and house, right? And so they're definitely putting a lot of focus and an effort on just innovating all the time not just for me to get facing technology, but also in house no corporate and crew what we're doing a lot of new or interesting things are X-ray vision. One of these technologies that recently added to the guest experiences using a our guests

can hold up their their phone to a particular area of the ship and then you can see what's happened what happens behind the scenes so you could see the inner workings of the ship Soul music, you'll see people walking around just holding their phones like you don't understand why but but that's why I said that's one way that we're innovating on ships. What are you specific MacArthur? And what was today's these cool census was? the cruising experience by the

way starts with That call right front end and we have online booking and so forth but most vacation still begin with a call to a call center agent or calling the the potential customers or online. So are our call center off of right now. We have three major call centers in North America a few remote smaller ones internationally we partner with we all sorts of a portion of that. It's just just as large and and then we have several other remote partner strategic call centers where we partner with some travel companies in those markets.

I think I have about 7,000 or so users. What type of applications are used to pulling out today? Walnut flooring to them thanks to you two to Citrix, but the essentially is is is all the all the above. So we we were sent to them their the desktop and within their they have the, you know, the specific applications all the tools that they need to do to help the other guests to the job. Obviously, we're here at Citrix Synergy. So using Citrix and it is an audio section. So using Eye Joe. What did it look like before how far back do we have to go? people

people the days of Citrix well before the days of Citrix, you look very very, you know, traditional it model where you know where we're deploying a lot to be and stations track clients a lot of on-site infrastructure, even in the smaller of locations fo4 tampon, the private islands. We have all we have a container for Data Center and we have a tight spot. It was very traditional and you know, I always been with his always it was always a concern as the company was drawing write a weekly cost to have to stay on top

of the bandwidth requirements and infrastructure for training and so forth. So that's the way it used to be. What is Citrix initially coming? Yes, or first use case in the medical term XP days. If I remember correctly. What's for our supply chain department. So they be there to which is very critical for them for, you know, getting you know ordering parts for the for the ships. It was her to come with them to install the Oracle client in and a lot of them were very mobile. And so it was an issue manatee in that application, right? So that was a perfect fit we decentralized it

and and we got that on on on Citrix. I was the first application and then then made perfect sense to go into the contact centers because as they were scaling out, right basically the same build for the standard agent. So we threw in the the contact centers there at some point where we started merchandise into Apps initially and then eventually started with the last name be the best. Call desktop XP. what was the I was just a self-addressed envelope s s i n e was the three they were the three different XPS with

standard dies a lot. Products. It was it was good until I started a little bit of a Home Depot have no idea what that's very true. Very true last year. So we're on Citrix Cloud now. Okay, and that's 90% of the environment is on Citrix Cloud. We still have some older versions out. There just haven't been able to get rid of butt. That's where we're at right now. We're such a very good source of what the info. Originally wrote out Citrix vacations send it start to Skyline start to deploy more applications, but you were still running

fat climb PCS on the end. What is that worth? That that is correct. So for some time as the organization started drawing on myself team are supporting workstations, right? Cuz it was essentially just the facts Lion and the users would leverage Citrix to get to the application. So we are over the years came up with interesting ways of kind of creating a Thin Client type experience so that we could minimize the issues that that the you just would have right I would affect the Pacific. So we basically

use different tools to try to do like a DS Lite used to use incline at one point. I worked out pretty fairly well, but ultimately it was always a fat client. IBM 2007 and Windows Windows 7 time frame Glenda you deployed? What software Hardware spring Klein operating system that's what it is. yeah, so some of the reasons that I mentioned we at one point did try attempt in and did a couple of kale seeds with some Client Solutions unfortunate that never ended up being

successful and there's probably a couple hundred of Thin Client sitting in a closet somewhere in one of the call centers of trying to control the endpoint OS I was introduced to to Ideal through are such a partner of forthright and I immediately log that I knew was a good fit. I used it on my own for 4/4 use cases that I had her for a couple of months extending the piper now supposed to return the the demo units which pattern in the environment had tested it for a

while and just waiting for the right opportunity to introduce it to to to the call center what to say how it is, right you acquired both software and Hardware from Orajel and that was those email units that came out to you would have been different versions of the of the unit for instance. Was there anything in particular? I gel that have to be present from a user experience point of view or security point of view mean. What was it that you were looking for when you

remove them from a fat client to? Arguably Center operating system. POS, so I needed to be able to manage a growing number of endpoints as easy as possible Right has been growing for the for City it team around this technology wasn't necessarily drawn. So that was very important for me that you know, we would be able to easily manage and points and the.. The management server and the way that I saw that you could have full control over the endpoint and in easily manage them. That's what really was a selling point for

me. And then for for the for the agent is the stability right? I knew I can bring them stability by introducing dos2 the endpoints. Was oh so tight during existing Hardware siding to be fair. I think cuz I look a lot of our business at the moment. These numbers might surprise you but 75% of sales. The Argentina makes is software or Hardware or software and that is our operating system going on top of existing hardware and repurposing that Hardware so that people can then control in the latest version of

Citrix. I can move into another Cloud by space was nice, but this was something that you did as well right you repurpose to resistant Hardware options to convert awesome machines and I had the option to put in the thin clients and then we also have the new pocket. I basically had options and just waiting for an opportunity and the Opportunity that came up was we had a raging workstations. They were like about 8 to 10 years old in part because of the liver virtualization. We were already done and

they just started at that one of the concept contact soon as they started did dying out and you know, what up to three months left in the year. It was a little bit of a rush to potentially do the typical of machines and and deployment M and end and that's when I realized that it was a perfect place to see if I could continue expanding the life of the existing machines and maybe put a couple of the physicals on there. So, you know, maybe two weeks. I did a PLC a quick feel

C30 machines the users were Loving it. Not because Pacific is filled at any different but the like Buddha X went from 5-6 minutes to about a minute boot. So static some more it because it that would cut into their coffee time. But yeah, so we converted about 450 machines at the contact center that we were looking to do refresh of the machines. We did that in about a month month-and-a-half with just the local folks that were on site. So yeah, we went from looking at sending people to start Imaging machines and the plug-in machines to let me

just send you this USB to start converting the machines and that's what we've mostly done. We've heard it a lot of older hardware and we've extended the life of good good. We've got them down on the on the boat. The very easy actually now I told the latest version credit be easy to evaluate now you can you plug them in Djibouti. You could you'll do a Chromebook you could do it on a Mac. You can do it on a PC smooth foam comes up out the phone activate

your license and then you get to experience the ideal operating system operating system is a linux-based operating system that we take so I'm very low in terms of its requirements and specifications secure because we actually make sure the is a read-only operating system as well. And as we both have said couple that with a with a management about and you suddenly end up with something that's very very easy to manage thousands of devices and then points

What world map flat stool come out? Why are you mentioned a minute ago? This is a screenshot that you a mess on management. So you mentioned that was an important part. It always amazes me. I'm like, why why would you need to manage a fishing in point? What why is that important to you? Cuz I don't want to manage and points right? I want to make sure that they get to their applications at a dead stop on 6th and in Citrix, right? But but while there's an endpoint there the I realize that would allow me to

basically create event client type of environment keeping the same hardware and when I went through the ums server and was able to just on the Fly simulate kind of what we already did today write a centrally without any fancy Imaging or restricting or anything of this other sort. That's when I realized this is this is very very powerful and that I wasn't able to do in the password required script and Basically, I could customize the environment depending on the under you skate center. So that to me that was that was very

powerful and they don't require. You know, you see you see Team to be involved in Thailand are very happy about the way to another right. So did you go from an older version of Citrix the new version you might want to roll out a new version of the receiver of the workplace Apple whatever is cool with these days, but when I point if I can use that time I use a who's currently connected to one sets its environment to suddenly Connect to a different one and I'm assuming that

comes into play absolutely. So not just any any storefront changes in post any netscaler changes. I can now easily test that in a subset of users across all my sites just by updating the profile. So that's what we do. We can we just deployed subset of musers right all from the from the management so I can and then what's a radio loud then I push out a new profile to all the machines has helped us a lot with that. And even for the arson Dario's in the past. We've had like a different URL worst case scenario that to to get into Citrix.

We had a different you're all that we have to communicate now. I just read in the profile. We have an icon in the background that if for whatever reason Doesn't work. They just click on that and I could change it out on the Fly within within a few minutes literally across the entire footprint we have on she's not saying you don't send a demonstration about you can go to the Boost and see that will come and see me off to its but it's it's actually quite and grouping over those devices together and been able to add profiles configuration

profiles to those machines and then choose what he want to do it in the next time the thing boots or what do you want to do in real time? So it's good. This is a slide that I talked to quite a lot and I think it's probably one of the most important topics of conversation that we have with our customers and it really does. Make a difference. But when you talk about developing an operating system as as we are then it needs to have Integrations put in place. So, you know, if you take a look at the top of

the screen or the fact that we can connect to all of those clouds delivered work spaces in and we're actually expanding that out even further if we go out through the rest of this year because it's obviously other cloud-delivered workspaces. Coming to Market but have the ability that we can connect to old and new versions of Citrix the fact that we can connect to VMware environments Amazon workspaces now for the teradici integration and a whole host of others, but other Integrations that we've got mean that you can eat to improve user experience

because of perhaps the peripheral or an application that you needs to live it down a fuse up or you could further increase the amount of management that you can do. So if I pick some of those out for you that we have a lot of customers who need to have smart child support fingerprint reader support. So we do a whole host of work with imbruvica printing contain continues to be a bit of a challenge in in a vdi desktop environments. Hope we do somewhat with those so I can do a lot of work at night with printerlogic who would do

Cloud 7s Princeton solution dose piece of technology again, they built into the operating system. Just this week we will talk about this fool just came in, but I think it was yesterday. We just announced that we've got controller support within our operating system. Well, it means it when you get home download the software. Will you take one of those keys to control up in the Lakeside agent is already built into the operating system. So will you that need to do is literally enable that I don't want something you've got complete visibility

for me then side control. Not just on the endpoint as well. Any examples you can give us a wireless. My opinion polling station is Integrations Whirlpool, especially in the current state of I can technology. There's a lot of moving Parts a lot of service has a lot of vendors working with each other and ultimately you know, what I look for in any solution is is is agility. Right? So we have you know, what we're customers of control up a little bit of Lagunitas is VMware Citrix, right? So I

knew that at any point in time if there is a a use case that comes up I feel like I'm ready to support them. Right? And yeah, so today we're at work wear abayas Abaya top right? So I knew there was some options for that. So we're testing that now front and We're testing multiple types of these cases which require us to work with certain vendors yet, and I haven't I haven't come up with a a scenario so far that that the device that didn't support. So the question I don't ask what didn't work. What's milk? Good. Nothing's perfect. Nothing's perfect. What

time what challenges did you have when it came to? Deploy nausea for the first time on gaming challenges that you might have today. What are the initial challenge which isn't there an idle issue was the user acceptance when it came to think lines because of previous history, right? So then I was like, okay, that's no issue. Cuz I decided to convert them right I have the I have the options, right? So the and he one thing that didn't work and they didn't work but that I have a challenge with this just a license but

that's as moral as we scale upright and forth a lot of turnover and in contact centers, right? I just had a little bit of an issue with managing the licenses and releasing them in a pint into new devices. But but there's already been a couple of updates that would make me feel like Turn the right direction. If nothing else I could think of that that that really hasn't worked yet. Yeah, I can give you some background on me. Nigel arguably has been in the hardware space in 2001 and historically the way that you would license Hardware or thin clients would be to

tie the license to the piece of hardware. And that's how it's been about three years ago when we started to Focus and develop this operating system when we started see a changing in the business. We made the decision that we would have been completely decouple the hardware away from software. So now you can buy the software when is item. But oh so you've now got the ability to Port your license is significantly easier. So we'll be working towards it being a user faced type of type of license and that fool.

If you do need to change a device if someone might not return then at least those licenses can be pulled and they can be then then then reassigned. So hopefully that helps a little bit. So anybody know this guy? Douglas Brown so Doug Brown has been working. Community forest and he's done a phenomenal job in getting very very close now to about 2,000 people onto all Community uses a slack platform and we've got people from all over the globe on the talk about and used to compute helping each other out from up front for your point of view. I didn't know whether you wanted to

sign a thing for my house all your support you how's your partner support you that the community help out? Well, I just I just bugged my SC a lot. He has very little time for a bunch of what he's doing the PLC face, for example, I wanted to get it out and working as soon as possible and we have questions and very very responsive. And so I mostly just pick up the phone and call it work whenever I have to but as of late I've been using the community because it's the best support you can have is from

other peers places unique. So I've learned a few things going on there and and just seeing what people are talking about or I'll just throw out a scenario, so I haven't really have to call support too much and I found the answer so far do anything that I'm thinking. I'm doing or about to do in the community. We can be very close on it from a product management point of you. So there's a whole section channeling there around feature requests and the product

managers to four months in people. And in fact some of the development TV channel so very very good way of doing that. It's basically to summarize some of the benefits of these benefits come from moving to Citrix and some of these benefits come from each other as well. How would you summarize things? Well, absolutely the the benefit as far as it networking is has been clear once we started putting eye gel out there. I moved to almost * 100% share desktop model, right?

And so now from some of the contact centers we reduce bandwidth pretty drastically. It's all good GIF accessions out of the contact center and definitely Hardware cost because As we have to replace Hardware if if we have to replace Hardware the the the cost of the unit is pretty much close to where it what it was or maybe a little bit less and and and I'm expecting it to last much longer than the physical machines. Cuz what's dying on a physical machine just like

the moving Parts I drive and stuff like that and I can management for sure because the technicians out of the in the context in which is minimal. They can now spend a lot of time just supporting the applications and issues at the usual hiding within their application stack versus the the endpoint and deployment time is is is is a gun down to a minute vs an hour or two of setting up our machine so weird. Play half slow down or stop the need to scale out when it came comes to resources right now. My

team. Both its and never scared about a good thing now is that I could manage all these in points in the same thing for the resources that are locally in those sites. I don't want it. I don't want to get my soapbox about it. But we do spend I feel that we do spell of organization took those who have not looked up situational closet work spaces. You spend far too much time on the endpoint Management in these figures about how you know, organizations are spending ATL 85g budget. Just

keeping the lights on and looking at ways in which we could reduce all of that. But the fact that I speak to us this Windows 10 Titans problem and some of the organizations I speak to pay exchange Germany and some of the muscle of seventy eighty thousand season size. They called deploy Windows 10 version of Windows 10 in that time frame before the next version comes out until then you just end up with multiple deployment rings of Windows standing. Hence, I think more people are going to

consider moving to some form of cloud livid workspace. Yeah, that was a challenge for us is the the life cycle of the OS at distributed footprint. So I ended up with multiple versions of the OSI multiple versions of different applications all spread out. So I've been able to just standardized everyone on Windows 10 look and feel cuz we've we've gone on server 2016 Chevy model and deployment of Windows 10 was through Citrix could we just were able to deploy to 4,000 users in a very short time frame? So yeah, so

So what is the future look like? Cruises travel too much but I mean the the future as far as the the technology is that where we're looking at expanding to all kinds of different this case is not right and like I said, the business is looking at us to be very Innovative and I just guessed facing so internally in the office. So we're looking at the testing out the the Gateway and potentially having, you know, expanding the remote Workforce and work from home and stuff like that. Okay hand and also the

mobility of some of the user that's always a challenge when you have to manage the endpoint or I'm testing the the beauty pocket also. so the future looks like there's going to be a lot of work, but at least from the I Joe perspective so far. It's pretty straightforward for me. I have I have options so one of the things that are the technologies that we've got is this secure Gateway in the secure Gateway allows the endpoint communicate with the back pain

management over the security GPS Communication number of different sites in the cool sensors that go in points, but you've got dedicated links in between those sites and see you put no reason to go over the over the world wide web if you like the clouds are so you'll just have these dedicated Lynx 7000 call center agent work-from-home, then they'll just have an internet connection in the hand. Should you be looking at life Gateway technology? That's why we're looking at the the the Gateway so that we don't have to either VPN into the environment

or anything of the sort. So just kind of go over the the internet in some of those cases. It's all about being mobile. Right? So I think going over the Internet stuff that direction that I'm I'm seeing that it's going to work in so far that having to the Gateway option seems a positive couple of minutes left any questions from anybody. How many devices can you have total? From a Nigel perspective believe we're managing about 2,000. clients right now Most of them have been

converted and then as some of the hardware dying out we're now starting to use some of the physical pink lines and or if there is a requirement to have a more powerful machine at the endpoint, so mostly convert. What devices are using for my child like 7 if you choose mostly and start introducing somebody 3s? Is the new version of the 82 Outlander love you seen that if you get into the booth racing car that's on the booth. That's the running on the new UT to device significantly smaller form-factor, but the specification of it is

a lot higher as it's actually encroaching on on on so U D3 performance until the wee bring out a new version of apps iOS what we really good price point. I'm very very performing. So what happened to look at it? That's what you're interested in yet anyone else? Currently on the ship. I mean we will do leveraged such a short side for some use cases. But but on the ship currently, no, I don't have any devices on the shipper or conversions on the ship and so far. I got some Citrix we we we we

actually take advantage of the fact that some applications that need to be more real time. They can access it from from from from the store. But so far nothing nothing nothing on this trip and there's a lot of I-80 going on maybe in the future there might be some some use cases there. Anybody else? help why I volunteer a lot for evaluations in projects on on the ship but not as much as I used to but the other opportunities are good good right things to go through.

I think hopefully all of you have got that right? Yes Simon. Right. Now I'm going to throw one of these out like gives you the ability to go down to a boost you can go into the money machine and get 25 seconds of the money machine on told the people then went in anywhere between 80 and $120 Within. is our number and the winner is 4401 26 Yeah that we got perfect. Well done. Where you at? Catch up with Kimberly who's at the back before we go. It's worth noting. We wrote about stuff like

to find endpoints and about how we can stay up. Aaron points with these software-defined german-engineered at 4 about reason. We are the shake giving away a Porsche taycan at the end of the year, so everybody's going to the drawer for a Porsche go to www.com take a short survey, and then you can go into the drawer the post. Thank you very much for coming and thank you for sharing his stories with a thank you.

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