Citrix Services

What is this Service?

Citrix services provide secure remote access capabilities to connect to the State of Vermont’s internal network and resources from non-state locations:

  • The ability to access your workstation, files, and commonly used applications from anywhere in the world through a browser, regardless of what kind of computer or mobile device a user has at their disposal.

What is Included?

Key Standard Features:

  • Restricted access to State of Vermont resources (Windows-based applications) based on profile and permissions of user
    • Permissions are from existing VSMS domain (or trusted external domain)
  • The ability to access your workstation, files, and commonly used applications from anywhere in the world through a browser.
  • Available published applications:
    • Microsoft Office 2010 Suite: including Outlook, Word, Excel, PowerPoint
    • Internet Explorer
    • Remote Desktop (ability to login to your desktop at work – provided it is turned on)
  • Technical support and fulfillment of service requests

How Do I Obtain This Service?

User Request Process for Service Features:

  • Citrix (Remote Access) can be requested as part of the employee user account request process, or requesting a change in access to an existing user account; approvals are necessary from the employee’s supervisor.  (Approvals will also be necessary for requests for third party or contractor access).
  • You may submit your request through the following:

If you are the person filing the Footprints ticket on behalf of a user, please make sure you choose:

Type: Enterprise Application
Sub Type: Citrix (make sure to specify in the Description Field the type of access needed)
Description field: Enter the name of the user that needs a Citrix account.  Please identify which Published Applications the user needs access to.  (See Key Standard Features above)

***New to FY14*** See Price Model below. DII will seek approval before adding new users to be able to access Citrix, as there are charges associated with the service.

  • Call the Service Desk 802-828-6620 or toll free 855-828-6620, option 1

Service Exclusions

  • Customers are responsible for setting up the Citrix client on their home computers. For information on how to do so, we have created the following guides to help:

How Do I Receive Support for this Service?

To request support for this service, contact the Service Desk to open a support ticket:

Service Maintenance Schedule

Maintenance window is slated for every Saturday from 12:00 a.m. – 6:00 a.m. (Citrix).

Service may be interrupted during the Maintenance Window

Service Performance

Availability Goal:

 

    Service/Application Availability:

  • Citrix Application: 99%

    Support Availability:

  • DII Service Desk: Monday –Friday 7:45 a.m. to 4:30 pm

Non-Business Hours:

DII does not traditionally respond to issues after business hours. DII staff is only available via "best effort" after hours. Support calls placed after 4:30 PM and weekends/holidays will be redirected to Contact Communications. Issues requiring immediate attention will be forwarded to the appropriate DII employee who will triage the reported issue and follow proper procedures to restore activities to normal operations

 

Request Fulfillment Goal:

  • 3 business days to fulfill request for remote access account (provided it’s a standard request not requiring further approvals)

Resolution Goal:

  • Issues will be prioritized and resolved based on priority.  Please refer to the Customer Support Service Level Agreement for definitions of priority levels and resolution goals for each level.

Service Costing

 

 Description/Service Component:

Service Cost

Other details

Citrix License/per user/per year

$185

Will be billed in the Demand Services SLA process (excluding AHS users at this time as they are billed separately)