This is a guest blog post by Keary Pence, Director of Product Marketing at Goliath Technologies.

In literally one click, I can see anything that might be causing performance degradation.Scott Urofsky, CTO, System Solutions Inc.

System Solutions Inc. (SSI) is a Platinum Level Managed Service Provider that offers managed services for the entire Citrix environment, from building secure, scalable Citrix deployments to app containerization and 24/7 support expertise. With many customers using ChromeOS devices for their end users, SSI needed a way to troubleshoot and monitor potential issues. Delivering a great end-user experience involves a complex mesh of technologies, and visibility across the delivery infrastructure, including end-user behavior, is paramount to success.

To solve this issue, SSI turned to Citrix Ready-validated Goliath Technologies’ software, which gives them visibility into the health of ChromeOS devices. This software correlates their device data with their Citrix infrastructure and user behavior to quickly determine the root cause of any performance problems, helping SSI ensure exceptional service levels and reducing impact to end users.

“We want to make sure when we are deploying, supporting, and monitoring Chromebooks that if a ticket is submitted, the end user does not automatically blame the front-facing elements, like the Google Chromebook or Citrix when the underlying issue might be several other elements in the infrastructure,” says Scott Urofsky, CTO at System Solutions Inc.

A missing element to ensuring a successful ChromeOS deployment is the ability to incorporate device-health telemetry for ChromeOS devices. Now, having the ability to see ChromeOS device-health telemetry correlated with user behavior and the Citrix infrastructure, IT has the visibility needed to troubleshoot and resolve issues quickly.

Common troubleshooting scenarios most IT professionals encounter are often easy to resolve but difficult to find. With the right tools in place, those same common issues are identified quickly and end-user impact is significantly reduced. Here’s an example:

Ticket Submission: A call comes in and someone says their Google Chromebook is not working because the application is slow. They are having a performance problem, but they are not technical users, so they assume it is what’s in front of them — the device or the virtualized app.

Step 1: Open Goliath and locate the Citrix session of the user reporting the issue in real time.

Step 2: In one click, see anything that might be causing the performance degradation including user behavior, Citrix delivery infrastructure, server layer, end user network connection, and even peripheral devices like printers or USB drives.

Immediately ruling out non-issues and isolating the actual source gets fingers pointing in the right direction. In most cases, what was otherwise submitted as a Chromebook or Citrix issue can now be directed towards the actual root cause.

Isolating the “true root cause” of a performance problem so it can be resolved quickly and then documenting why it occurred leads to more productive conversations with management, vendors, and users, so permanent resolution of the issue can be put in place.

“We use Goliath as one of our primary software applications to help us with the task of anticipating issues before they impact end users, finding and troubleshooting the root cause when they do, and proving the root cause with objective evidence like reports and analytics,” Urofsky says.

Learn More

You can learn more about this industry-only monitoring and troubleshooting capabilities for ChromeOS devices here, or come see us at HIMSS23 in Chicago April 17-21 in the Citrix Ready Pavillion!


About Goliath Technologies
Goliath Technologies provides industry leading end-user experience monitoring and troubleshooting software, with embedded intelligence and automation, that enables IT pros to anticipate, troubleshoot, and document performance issues regardless of where workloads, applications, or users are located.  Learn more.

About SSI
Founded in 1988, SSI is an award-winning IT Support and IT Services business located in the Philadelphia area. Their vertical solutions expertise allows businesses to streamline workflow and increase productivity.  Learn more.