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Citrix Synergy TV - SYN238 - Real-world lessons on a successful deployment of Citrix Content...

Brian Galletta
Senior Technical Consultant at Citrix
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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 - SYN238 - Real-world lessons on a successful deployment of Citrix Content...
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About speakers

Brian Galletta
Senior Technical Consultant at Citrix
Bernadette Risley
Customer Success Leader at Citrix

About the talk

What is the recipe for planning a successful deployment, migration, and adoption of Citrix Content Collaboration? Learn from the Citrix Consulting Services and Customer Adoption teams what they’ve seen using real customer examples and challenges.Note: This session will be available for on-demand viewing post-event on Citrix Synergy TV.

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Today we're going to we're going to cover some great content on successful deployment for contact Liberation. But before we get started, I have a very special guest so he is going to tell you first a customer story. So let me welcome to the stage technology strategist Office of the CTO, Victor Rodriguez. Thank you in advance. I don't know about special but I was trying my best in my name is Victor Rodriguez, technology strategist in the office of the CTO. But in my former life a whole 8 months ago, I was at

PTO for healthcare organization in South Florida guitar Health Center control Network that has a network of Community Health centers across the country that mostly see homeless and under under insurance for low-income patients for years ago. I started a transition to get everything moved into the cloud. We were determined to burn down our data centers as we're done with that. That's move everything into the cloud about 2 years after I started that transitional two years of planning dealing with Microsoft dealing with all different kinds of vendors including such as we

thought we had a plan in place. We said this is the perfect time we're moving forward and then I cut the purchase order for the Citrus clouds component. I get a link in my email and 20 minutes after I got that email. I have my Citrix. Set up or I thought I did you know, we we get in there because you know technologist we all believe that we're like Tyrion Lannister, you know, we all want a trial by combat. We want to get in there and just heads on do everything that it takes to get stuff set up as quickly as possible. So I learned the hard way that going in there and just

clicking on everything and setting everything up and sending files. It's not the correct way to set up the Fishers files. So to the point where it when I finally got in touch with my CSM two weeks later. We really had to delete everything that I've done and start from scratch and it took us just a couple of days to put a plan together for me. Like what we wanted to do how we wanted to activate do the active directory integration how we wanted to do nested groups and things like that make a feasible for our users to be able to add people into Sheriff out without having this convoluted no

click and go on every single individual use it and if your small organization is looking at you Is fine, but we were nine thousand users. There was no way that might help us was going to sit down and going to this share files interface and set up those 9000 users. So I told that story to Bernadette a couple of days ago, and she said you have to get on stage and tell everybody what you did and I feel like a fool but Thank you so much. Don't oversleep. Manager of customer success management and I have a team based out of Raleigh that actually

support all all of the all of America's but mainly II focus on the northeast and a New England and I'm in a customer success management team. What we do is we actually help you adopt to the new technology that you purchased when you become a subscription customer with citric you come to our team and you are you are then allocated at the customer success manager. So with me today, I have Brian customer success engineer and together. We're going to talk to you about how we help our customers and provide you with some real world lesson

on content collaboration deployment. We're going to start today with first designing for 6.4 step, right? And then we're going to do some deployment scenarios. We're going to do migrate to contact collaboration the sodas different ways in which you can do that and then my favorite is making adoption happen. Right and I'm going to show you a few ways in which your customer success manager can help you do that as well. We're also going to ask you to tell us what stories are going to pass it over to Brian. Everybody want to talk a

little bit about kind of collaboration and talk about design. The first pieces are going to be strategy planning and we have to ask the right questions. If we're not asking the customer is it in the right questions and we're going to have Lupo's going to have security issues. But we also want to make sure that we keep the end users in mind. The end users are the goal here to make sure that the end of everything that we do looks and makes it such the end users. Have a great experience using the product. Again, security considerations i t and super concerned about their data

where it lives who's there sharing items with two through a little bit of the configuration there. Questions for divine right? How do users work? Where do they work from from? Where are they in the office? Are they remote are they online or they offline and what tools everyday we see users absorbing more and more tools for them to get to work on from their laptops corporate devices virtual apps virtual desktops. Are they using map drives? They login via GPO are they using a browser to access files to maybe start through some other third-party again? There's a lot of items to

choose from we want to make sure that we give them the right access to those files right from the beginning. I'm not going to be really overwhelming to because usually our customers only thinking about that first use case when truly way should be thinking about you know, how flexible this piece of technology is for all the different newspapers because you really do need to understand not only that one use case, but how this technology will be customized to all the other ways in which you can use that within your organization. Very important information and brain. Thank you. The last piece

on this side is you know understand who and they're collaborating with users. Maybe they're not supposed to share documents with third parties. Maybe they're only supposed to have internal access to files. What is the determine whether or not going to lock some people down again? Did they need access to third-party? But maybe they'll start parties don't have the rights to do certain items with those files once they receive them. So talk a little bit about that as well. Little bit more on the security front, right? What is the goal of it security around the data?

Is the date of sensitive who has access to it when it's shared who can basically download it save it for offline use are the requirements for a PIR DLP. It's important understand that a certain documents might contain certain sensitive information. We want to make sure that we put controls to make sure that that is not shared with third parties or other or otherwise, maybe even employees can share that data or maybe nobody can do anything with it other than just view it in a browser. Where can I reside this is a really big piece of content collaboration so we can have a

hybrid model where you can maybe use our cloud storage. You can set up your own on-premises storage. You can use existing drives that you might have some drive to Parma library is excetera. So we need to understand and focus on a lot of the different ways customers have data in the organization quite a bit and the upcoming side. So stay tuned. Are you allowed to actually download file for offline? Use can they be locally stored on the client? Maybe there's some selective think that can happen in the background when users and traveling set or they

don't have access to the internet. They know they're going to be going away offline for a little while. So our users allowed to download that information out when they're outside of the office. A good point to mention is also about retention. No customers. Sometimes don't want huge amounts of data backing up. So they want to set controls and place to say Hey, you know, I don't I have certain files from folders. Maybe they're just internal users are just collaborating here and there we don't need this day to the last very long. We can set

retention requirements and essentially give the users. You know, what is a little bit of freedom to overblow how much storage gets used up? Allegan authentication is a huge piece of security right about Samuel and okta and all the different two-factor authentication methods. We want users to understand that we're not going to try to lock him down. But we want to make sure that we're being secure. We have the opportunity to provide samples so they can use just a regular ID credentials to step four clients or employees may be admin users at login to the to the interface

using maybe a local password. We want us to protect out a little bit more so we can provide Two Step authentication are providing time-based just text message since that. The music is probably for additional Authentication. We'll go over some deployment scenarios in deciding where the data needs to live providing users with the right policies and information and right when they were created. We don't want to have a situation where users are created in with we're basically giving them access to something that they shouldn't have. So we want to make sure we use a t groups and sign them to

the the right folders and access upon login. And then decide on what tools are going to wind up using the tool usage is extremely important. There are at least five or six different tools and I'll go over there with you guys. Some guys are comfortable working in browser. Some users are accountable working in Outlook and we have options for all of that. Where will the day to be stored? You know, you were going to stand up and contact libration service we have to decide on where it's stored. But looking at this pretty sure that everyone in here can probably say that they do so many things do

we have? Pants Johansson better using at least five of these services today. Yep, exactly. So the content collaboration option gives administrators rights to maybe provide these these types of third-party storage or even internal storage such as you know, what's your point libraries or even files and folders like Department drives we can provide that in a single interface for you. So just be mindful that when it comes to the users and they were their work doesn't matter where the data is really stored at this matter of how they're going

to get access to and use it for moving forward from from that point. When you stand up contact collaboration, we haven't really great option for you. As far as storage is concerned. He can we take the headache away from you to have to manage all that on the back end. There are multiple locations as well where you can actually deploy the storage in our Cloud. So if you have data centers on the East Coast vs. East Coast West Coast. Maybe have some overseas at the time of use of the provision. We can actually assign them to a storage location. That's more convenient.

Some customers might say hello, and I'm not really secure with the cloud storage. I want to manage it on my own or I might have my own third-party storage through some Amazon S3 or an Azure blob storage so we can configure an on-premises storage Zone to actually front end all of that traffic and actually send the data to an on-premises location. So you can actually have it stored in all securely on your own network if necessary or using again some other with cloud storage provider. Data is probably being stored today on Department Riser home drives in on library that

uses used either in or getting home after I when they login with Department drive otherwise so we can provide access to that to our connection restored zones and no matter where the users are there off. The network is using let me no matter what to buy store on they can get access to data that you know might only be available with it too if you're in the corporate office. And again and it raining with other third-party storage, it's usually important now users go around and they're clicking in different applications and they're clicking a different browser windows and are told to

get things from different locations and somebody share something with them and have to go pull up from somewhere the best thing about the content collaboration service and the citric files absence elves are that all of this information can be piled up into one location for the user can work out of one app at a different versions to Brian. Right? I mean, I think the real takeaway here is that contact collaboration can be really the Gateway for all of your data repositories and secure. We talked a little bit about user provisioning and getting

users into access will also need to look at the functional features that are driven by that so we had something called their policy. They stop ministration feature. This works in conjunction with our user management tool. So it's a time that you ready to get users on board and into the system and get them for vision into contact collaboration. We're assigning the proper user access policies were signing the right file folder management policies. We're giving them the right storage location the very first time that they login to get created. This is a huge pain if you have to go

backwards if you don't do this right from the beginning There is there is ways to move data between storage locations if that has to happen, you know, we could we have tools that could potentially do that, but it's much better for you. If you do it right the first time and you know what he was going to live in you know, with what access the data they need Brian said right the first time and this is where your CSM comes into play. Okay. So your customer success manager can help you put together a success plan and really outline what those use cases are and what the needs are for every single

use case that you have for this technology. So all of that information will be ready prior to use a deploying it into the technology. Absolutely last piece here that policies move has users do so. This is a really important piece. So if you have somebody that's been a standard end-user. Maybe they need more admin access now or you want to give them reporting rights or some other types of right? You can simply just change their group and AD and the user management tool with pick up on that and provide them access to the features that they need the next time that the user management tools

synchronizers. But we talked a little bit about the tools that are the tools of the trade very popular tool today provided by GPO. Most of the time would be artistic files for Windows or Mac. This is again a very familiar tulle tutu up to us and buy super important that you get your users to use this because again, it's going to really help them how to move forward and keep their existing jobs existing work habits. Just like I normally do right. So, a PC user an admin windows. I probably have mapped drives. It probably been using them

for a long time. I can just simply go into the citric files sdrive or whatever Drive letter you got want to pray for them and I can see all of my contacts Liberation content in addition to again other types of files like personal cloud connected like those box Dropbox. I can see personal folders for David. I might have added into the system and again I can get to those Network share its like again Department drive home drives that instead of having to worry about doing that on the on my PC otherwise and again, if I'm out of the office the same thing applies I can have my

computer. I can have a laptop I can be on the road I can get to that. There's also grade context menu is when you're actually working inside of those files and folders the right clicking to sheriff. I'll just natively using whichever mail app check-in and check-out so I can actually lock a file from being used by somebody else if I'm actually working on it. I can selectively sync files and if I need to again if I'm going to be remote I'm going to be working, you know, without having internet access excetera. I can make sure that I have folders that I know I need are really important than just

selectively think those down to my device. This is also the tool that you'll deploy usually in your virtual apps and desktops environments. It takes some very very little space, of course because again, it doesn't synchronize files into you click on them where you selectively do so Artistic file for Outlook client is probably our most popular client. The best thing about this again, it will take the onus off of your exchange server with all of that information that I couldn't really happens. When you save or send a file again, we're going to automatically convert all

attachments the links such that way, you know again much better experience for your end users and for your IP address from an exchange standpoint the Edmonton hard quotes and the hard control and hard toward your settings inside of the Plug-In or the city filed for Outlook client. Again, if we mandate that certain files have retention if we certain and it's a certain files when you're sharing them can only be shared five times we have ways that you can walk down some settings in there. How many people are using such as files for Atlas? my favorite Email encryption is

another great feature as well. So I'm typing up an email and there might be some sensitive content in there and I'm saying are you know what I want to make sure that this email doesn't get forward it to somebody. I want to protect the content of even the body of the message. I can enable Email encryption when a user goes and clicks on the email message we'll have to be prompted to I should have fennec 8 to contact collaboration to see it and won't be able to share that message at all as well. And of course we want to make it easy for the users to gain access to their files and folders and

there's SSO for ease of access right into the contact libration service, right? So, I'm an end-user. I log into my PC whatever Prudential Drive used the app launches in the background it launches with Outlook, and I'm already signed into Fountain collaboration. No need to have the user enter. I need credentials. Are workspace app obviously you've heard a lot about workspace this week. This is going to be our go-to out for all of us Citrix models going forward. Caps place all of what we have to offer today at desktops files. We have

the security control setup. I've seen this week as well as lock screen grabbing walking down keylogging that all the flies when using the word space out even into the Citrix pause. Another great picture that was just released with our latest version of storage on controller is single sign-on to your connectors. So if using the workspace app and you have those Department libraries like home drive Department rides excetera, we can just natively sign you in cuz you've already a fennec 82 workspace we can sign you right into your connectors in that regard. Contextual search this is really

really great teacher. So if I have a document and I don't remember the name of the document. I have some I have some paragraphs that I've written in the document and I need to look for Content inside that we can actually do contextual search inside of this application. And the best thing about the workspace app and send it to a unified look and feel so no matter what version of the word face after using you're going to see the same exact feature-set right for this is a web app. I've logged into the web app and workspace. It's exactly the same two users basically had not trying to

disrupt uses and having to work differently depending on what type of tool that they're using in all browsers is no client to install. This is where your external users would wind up going to a third-party users that you're sharing documents with. So I had I share a link to a user clicks on a link that redirected to log into a web browser and then it would fill their files and folders down that way. Are mobile applications? This is this is really important to a white. So again, same look and feel like the most important piece of this year is again gaining access to data

when I'm on the go I might be offline. I want to save files. I can do that with a mobile application again. I can use the connector features and get into those home Driving Department drives where I normally I would have to get some sort of a VPN client which essentially was not a very good experience on mobile. I can send documents. I all the features and functionality of using the other apps are embedded into the mobile application. We also have a client for Gmail and Outlook online. He's a great because again, if you could if you used to using contact collaboration and you know,

you have files located inside of the service, but you're at your using one of your your native clients, see how your personal work. You can actually grab files and folders from there as well. Oak transition to migrate accountant collaboration, right? We need to make sure that we do it the right way. So we need to determine what type of data we're trying to migrate into the service. We have to look at. Hey, I have a lot of promise. I'm looking to shut the servers down their poor performance excetera how we going to move that data entry contact collaboration so I can get away from those that

Legacy environment and again users as far as getting them to the Angelika service from going to just make sure that's as fluid as possible for him. I'm so when we migrated we have to think about what platform are we migrating from? We have Legacy shares, right? We all know we have Legacy shift NTFS shares with permissions on them Department rides home drives. I'll be migrating from another cloud provider. Is there service somewhere that we have to pull that day two down from or do we maybe leave that dated are in eventually, you know shut it

off but we have we give users access to that right from within again those applications that you saw earlier. So we have those personal cloud connectors that we can actually leverage to pull data down from there and imported into contact collaboration. Are we not migrating? Actually are we standing on that new storage? Are we looking at it to basically just start from scratch, right? So if you're going with our cloud storage did you know that we have the right zones and able to wear the users are going to live. Do we have in the East Coast stata Center location West Coast Data Center

location, if we're standing up there's a built-in configuration for load balancing your storage on controllers with that that also provides really good security such that it protects the web application that actually front ends the storage Zone from just being out there on the Internet or we can just drop request that are not initiated when a user uploads or downloads a file using some responder policies again that a built-in using that that configuration wizard. The ATC will also provide you with your

triple a virtual server to the front end the connector access. So if we use in the workspace app, we don't really have to worry about this before using some other applications and we don't have the right Kerberos or SSO policies are using might be presented with another challenge or another authentication prompt to get into those home drives in libraries, and we can use the AAA on the netscaler to circumvent that So let's say we have some Legacy data out there that song from Network share and I'm saying I need to get it into context of operation. Do we have a tool

for that? Absolutely. We have data migration tool we can point is folders on your network and sink them right into our content collaboration service. We can maintain permissions for that as well. So if you have Department drives or home drives or anything that has either personal or shared access we can maintain all of those permission to bring it into the service for you. We also have a beta service which is going on now, which is part of another team that works with us, which is actually a cloud to Cloud migration tool. This right now is only for contact collaboration account will expand that

a little bit later but what this can do is what say you have m&a purchasing you had no customers at Legacy contact collaboration environment. We want to move it over to a new one or excetera. We can actually move that data between accounts maintaining permissions maintaining all the structure that was there before and even pulling the users over. Laughing out leases again that users which supports the user to not laugh. But with all of this importance we again, we want to introduce the right tool for their job, but we want

to make it as streamlined as possible. Right? We want to make sure that their work is not disrupted and we want to make sure that the that we provide them with access just the same way. They were before I give them an experience that they have been using for it for a long time and just make it really easy to absorb again using, collaboration using the right tools right clicking on file-sharing using the Citrus clouds for Outlook sharing right there just basically want to make it as easy as possible. I'm again working with your admins and your it team we can make sure

that we're developing and the right solution for you. And with that being said I'm going to turn it over to burn for adoption my favorite. So this is where the rubber meets the road right? This is all of your efforts now realized. So we're going to tell you what you need to know. Taylor Music Experience I'm building a champion Network a favorite. Real simple. You got to find out who you want to roll it out to sow what you might want to use your initial use case. You may want to use several

different champions from different lines of business along with your initial use case. You want to make sure that whatever that first pilot test is that you're going to get the best feedback and insight from what you're rolling out because you want to be able to test and sweet that before it actually goes out to your first set of users write most important. There is define success criteria another area where your customer success manager can help you to find that success criteria 74, you're rolling out this technology you want to be able to check off those boxes you want to be able to

make sure you're meeting your timelines and you're getting that feedback. Have you met that success criteria? Have you met it in the timeline that you wanted to meet it? Have you satisfied your customer your end-users your employees. So those are the things that you want to make sure you document before you do your pilot testing and last is your role as strategy. Yeah, I mean if your a one-and-done roll it all out. That's that's one method are best practices to make sure that you do different tiers of roll out and make sure that each time you do that that you're getting the right feedback

and you have the right champion and different ones so you can continue to enhance the product that you that you're providing to your end users. So a little bit about some things you need to think about. You know adoption really starts before you even start to design the technology, right? You have to go out there and understand who your customers are who you're at the owner's right who does lines of business that you need to connect with because there may be one that needed this technology, but you want this to descale, right? So you need to

know how they work. You need to know. What's going to make them productive. You also need to know that whatever they do for their daily work that you can help them increase their productivity by giving them this technology. And you also need to know what this security needs are so someone in HR might be very different than someone in a different admin and admin role. This is a kid talking about Champions it if it's the listening the Champions the ones who like to get their hands into new technology find out who they are cuz you know what

those are the ones that are going to have feet on the street. I love this. One of my customers said this to me and they send out these Champions to the different lines of business and talk about the technology. You want to roll out right and they make sure they understand how they work so they can take that information and let the people rolling out the technology know how they can better serve that particular line of business. And also how they can certainly understand with some product and has since my feet that will help them. Communication can't do without that right you

got to get them ready. You got to get them excited. He got to find every single way that you can reach them with her being different slot channels internet all different kinds of media because this is what you're doing. You're rolling out the future of work so that communication again, like I mentioned earlier needs to start even before you're rolling out the before you even designing the technology. And one of my customers gave me this incredible idea, but you need to connect with support right? They need to adopt. So the way that you're going to find out if they're not

adopting is they're going to have some issues so connect with support find ways in which they can create forums. So there's different pockets of areas where they can ask anything and make sure that they get the training that they need so they continue to use the technology. So they continue to adopt they continue to ask question. And most important training make sure you have different forms of training online training instructor-led training anything that is going to reach them because everyone sides a different way in which they need to learn.

So customer success. is really You know the team that is going to help you drive at technology. We're going to give you all the best practices we can give you and you can definitely receive all that kind of information when you become a subscription customer with your customer success manager. However, we have our Cloud Success Center and you can get these best practices right from our microsite which went live today. So we have to. Oh that is life and you can see a lot of what we're

talking about today from our class Success Center website. I thought statement Brian ready. What about the importance of this transition is so great. That stitches has a whole team our team that can help you achieve success as seamless and smoothly as possible. So when you become or if you are a subscription customer. Please connect with your CSM and make sure we can help you in any way that we can. Bank of Berne you want to get into any stories from the audience? Is anybody have any great success stories out there and deployment or have

any questions regarding any deployment that they run into? Hands, no, yes deployment is you know, it's something that we have to look at. It really important. I had a large Financial customer that were really like strict on we don't want use clouded. We don't want to go and have to have to stand up any type of telling our users have to go to some third-party site to go download and share files Etc. Eventually. We got them in the right direction. They adopted a collaboration service, but they wanted to make sure that they had the most secure environment possible. So I had to stand up

three separate contact collaboration accounts for them and in doing so we had again that protected behind Citrix ADC where the internal storage zone for internal data. We had a QA environment. We had a test environment and then we had a fraud environment. So again anytime she just needs to be made we made sure that when they weren't affecting the masses and just making sure that would giving them the right tools that they need to do. You know someone they hit Prague they won't run into any problems. neither can I I would like to open it up for questions.

Yep. Go ahead and repeat that. I don't know when you get wood when he got help from a three or a town team. When I get down. Okay, so so through the accounting write such as accounting absolutely, you know, it's a we work very closely. We're sort of an extension of the accounting as long as you're a subscription customer. We actually are introduced to you through the accounting more than or more than likely we are ready or purchasing potentially as well as afterwards. You want to make sure that word, you know answering those specific questions to make sure that

the whole transaction is really smooth. Any other question? Right. We are looking at that there a Roadmaster that absolutely right now we of course, you know when customers had their date and they want to maintain it on front of his that's traditionally it's their choice before I swear to stand that up. If you stand it up in some sort of account. You can certainly do that with your storage. We have a customer that is doing that today. 00 awesome that I pray that we have someone up here who just provided an example of working with one of our says X through a very tough migration and

providing documentation and templates and things that they wouldn't have thought of, you know without working with someone on our team. So thank you for that anyone else. Okay, so a couple of things if we can go to please before you leave, you know, make sure you do the survey and even more important make sure you do the rating but we have a couple of hashtag so has tag at 4 and Ridley. I'm on Twitter or any one of these you can also have tag and say happy birthday to Brian today. I do.

So thank everyone.

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