CWS-115: Citrix Virtual Apps and Desktops 7 Help Desk Support {CWS-115-1I} Course Outline

Special Note to New Hampshire Residents
This course has not yet been approved by the New Hampshire Department of Education. Please contact us for an update on when the class will be available in New Hampshire.

Overview
Learn to support end-users accessing virtual apps and desktops as part of a Citrix solution. In this course, you will learn to use Citrix Director to interact with user sessions and to capture information for solving issues or escalating to the administration team. Gain foundational knowledge about the Citrix Virtual Apps and Desktops technology and an understanding of how components interact. You will learn about each component focusing on common user related issues that may arise, and how to apply a methodical approach to solve them using real world scenarios. By the end of the course, you will be able to solve or escalate end-user issues appropriately.

What you'll learn
How to support end-users connecting to Citrix Virtual Apps and Desktops through Citrix Workspace App
How to use Citrix Director to gather information and interact with user sessions
A methodology to approach user related issues to minimize time to resolution
An understanding of the Citrix Virtual Apps and Desktops solution and the role of the components

Audience
Built for those supporting a Citrix Virtual Apps and Desktops solution in a help desk or service desk capacity. An ideal candidate for this course interacts with end users to troubleshoot and resolve issues.

Prerequisite Knowledge
This course requires little to no previous experience with Citrix Virtual Apps and Desktops

Course Outline

Module 1: Fundamental Architecture for the Help Desk Role
Citrix Site Infrastructure and Deployment Models
The Help Desk Role in the Fundamental Architecture
Problem Resolution Methodology

Module 2: Citrix Director and its role in Help Desk Support
Citrix Director Role and Purpose
Access to Director for Help Desk Administrators
Common Director Monitoring Tasks
Common Help Desk Administrator Troubleshooting Tasks

Module 3: Providing and Troubleshooting End User Access
End User Access Overview
Components between end users and published resources on VDAs
User Experience
Support End User Access

Module 4: Citrix Workspace App
Workspace App Types
Deploying Citrix Workspace app
Pass though Authentication
Supporting Citrix Workspace App

Module 5: User Sessions
FlexCast Architecture
User Sessions
App and Desktop Launch Process
User Profiles
HDX Technologies

Module 6: Printing
Introduction to Printing
Printing Components Overview
Supporting Printing
View outline in Word

CTW115

Attend hands-on, instructor-led CWS-115: Citrix Virtual Apps and Desktops 7 Help Desk Support {CWS-115-1I} training classes at ONLC's more than 300 locations. Not near one of our locations? Attend these same live classes from your home/office PC via our Remote Classroom Instruction (RCI) technology.

For additional training options, check out our list of Citrix Courses and select the one that's right for you.