ExtraHop Slashes Troubleshooting Time For Middlesex Hospital

Leading Hospital Uses Wire Data Analytics Platform to Reduce Mean Time to Resolution by 90 Percent and Proactively Remediate Problems to Improve Application Performance and Stability

SEATTLE, WA – April 13, 2015 – ExtraHop, the global leader in real-time wire data analytics for IT operational intelligence, today announced that Middlesex Hospital is using the ExtraHop wire data analytics platform to monitor and manage an array of applications and services. By providing greater visibility into Cerner, eClinicalWorks, and McKesson Homecare, Middlesex Hospital is dramatically reducing troubleshooting times and ensuring reliable access to critical patient information and other resources at the hospital and across Middlesex's more than 20 offsite facilities.

Before deploying ExtraHop, the IT team at Middlesex relied heavily on packet capture tools for monitoring and troubleshooting, leaving them with limited visibility. Even when they were able to identify a problem, these tools didn't always give them the clear evidence that they needed to convince vendors and internal application teams of root cause.

"Before, when we would send a packet capture back to the vendor, they might not understand what they were seeing," said Ant Lefebvre, Senior Systems Engineer, Middlesex Hospital. "With ExtraHop, it's the difference between the vendor believing us and the vendor not believing us—or the difference between getting to the root cause of a problem now versus getting to the root cause of a problem weeks from now, after exhausting every other possible avenue."

In one example, Middlesex was working on an EMR upgrade, but the application was experiencing significant slow-downs. Unable to identify the root cause of the problem, the EMR vendor told the IT team they needed to add capacity. When more capacity didn't solve the problem, the vendor then blamed the network.

Middlesex then checked its ExtraHop platform, which had just been installed as a proof-of-concept. "Within minutes, we were able to prove that Citrix round-trip times were good on the network side, which convinced the vendor to go back and correctly identify the issue," said Lefebvre. Middlesex went on to purchase ExtraHop and has since expanded its deployment.

"Hospitals like Middlesex rely on a complex network of applications to keep business and clinical operations running smoothly," said Jesse Rothstein, CEO, ExtraHop. "With ExtraHop, the IT team at Middlesex has the visibility they need to rapidly identify issues, determine the root cause of service outages and latencies, and streamline cooperation not only between internal teams, but also with third-party application vendors."

For more information about how Middlesex is using ExtraHop, read the case study: Top Hospital Cuts MTTR by 90% with Insight from Real-Time Wire Data.

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