90% reduction in MTTR for complex problems
Better accountability from third-party vendors
Precise insight into performance issues
Like many successful healthcare organizations, Middlesex Hospital must manage a diverse and ever-expanding array of applications and services, including Cerner, eClinicalWorks, and McKesson Homecare. With so many complex applications to support, troubleshooting was time-consuming. Even when the team could successfully identify a problem, their monitoring tools didn't always give them the clear evidence that they needed to convince vendors and internal app teams.
In healthcare, a lot of vendors over-promise and under-deliver.But ExtraHop works as advertised, right out of the box. It's intuitive and almost plug-and-play in terms of set up.
Ant Lefebvre Senior Systems Engineer, Middlesex Hospital
The Middlesex IT team had primarily used packet-capture tools for troubleshooting and forensic analysis, and investigated ExtraHop to get real-time insight into all L2-L7 communications between systems.
"Instead of capturing packets, ExtraHop gives you all the information from the wire," says Ant Lefebvre, Senior Systems Engineer for Middlesex Hospital. "So you see real-time activity and can also go back in time and see trending and errors without having to capture all that data and replay it."
Objective Data for IT Troubleshooting
When Middlesex was upgrading one of its EMR systems, the EMR vendor couldn't figure out the cause of significant slowdowns. The vendor kept telling the IT team that they needed to add capacity—but when more capacity didn't solve the problem, the vendor then blamed the network. With ExtraHop, the IT team was 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.
Pinpoint Precision in Real Time
A monitoring tool kept generating alerts that a shared storage server was nearing capacity and threatening data loss—but since the tool only provided information on capacity and availability, the IT team wasn't sure what was consuming storage space.
Prior to having ExtraHop, the team would run a utility to help determine which files were the largest (and hence the best candidates for removal), but that process took eight hours. The first day that ExtraHop was installed, the team could immediately identify—down to the specific user, file, and timeframe—what was causing a "server down" scenario: Someone from the PR department was backing up 41GB of video unnecessarily. With this information, the IT team worked with that person to find a better alternative.