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Citrix Services

Service description

Citrix Services allow a business unit to contract with OIT to deliver a customized suite of desktop applications to users without those users each needing the applications installed on their own workstation. Using central servers, Citrix Services facilitate the delivery of applications.

Benefits for users

  • Centralized management and maintenance of key desktop applications
  • A standardized, dependable cost effective server environment that meets the businesses needs.
  • Steady predictable costs.

Availability:

Normal coverage is 7AM 5PM, Monday Friday. To initiate 24x7 (or any other expanded) coverage, the business unit will need to provide a written business justification to OIT. Once justification has been approved, OIT will work with the business on a service level agreement for the specific systems.

Service Components Included in the Base Price:

  • 50 gig of local disk space
  • Network connection/connections
  • Server procurement and management
  • Windows client access license
  • Facilities management (the datacenter is secure, has short and long term systems in case of power loss, and maintains all necessary environmental controls)
  • Operating disk setup with mirror
  • Operating system backup with off-site rotation
  • Primary and secondary server administration support
  • All OIT overhead costs (facilities, personnel, etc.)
  • Upgrade (Patch) management, OS support Virus protection
  • Citrix software renewal
  • Security - server hardening
  • Hardware monitoring (HP insight manager)
  • WebNM monitoring (Hardware monitoring by default and Server Services and log monitoring are available upon request)
  • Operating system backup w/ off-site rotation 24 x 7 data center monitoring/coverage

Options Available for Additional Charge:

  • Any storage, local or network attached, above the 50GB of local storage is available at the storage published rate
  • Support & maintenance contracts for hardware and software. Core Technologies will manage, procure and charge these items back directly to agencies using the servers.
  • Charge back options available:
    • A monthly charge back amount determined by the cost of the server, depreciation factors, and estimated future procurement costs.
    • One time payment options - (i.e. a one time grant or project funding source) available for the cost of the server
  • Additional client access licenses to support specific applications (i.e. third party)
  • Fiber channel cards for network attached storage

Rates charged:

for this service are in the OIT rate table:
One time costs incurred do apply.

Service Level Targets & Agreements:

The standard production published service level agreement can be viewed at the following link: Standard_SLA_CTS_Production Services. A formal SLA has not been developed specific to this service.

To get help and or order Citrix services:

  • To learn more about this service or to order this service:
    • Call Customer Support at 624-7700
    • Enter a Foot prints service request assigned to the Enterprise Citrix Team
    • Request assistance at one of the regular scheduled meeting with Core Technology.
  • How to Escalate Service Issues:
    • If the published SLA is not met, the issues can be escalated to the next priority level by any of the following methods: Dawnna Pease, Manager
    • Production Services Windows Server, Citrix, File & Print and SQL Server Services
    • dawnna.pease@maine.gov ~ 207.624.7548

Customers (users) responsibilities:

  • Individual users follow state IT use rules and policies, including all security policies
  • A contact person and backup are designated to interface with the OIT team
  • Any issues or problems with this service are reported to the OIT team as promptly and with as complete information as is feasible.

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Page last modified: August 18, 2014