St. Luke’s University Health Network

St. Luke’s University Health Network Dropped Epic Support Tickets by 25%

User Story Banner

Goliath Performance Monitor was able to identify several issues within my infrastructure and none of them were due to Citrix. After we were able to resolve the issues identified by Goliath, we saw a drop in the number of tier 1 support tickets and, after one month of using the technology, we were able to drop tier 1 support tickets by 25%.”

– Chad Brisendine, CIO of St. Luke’s University Health Network


Citrix XenApp, Epic



Consistent and Constant Availability

Ensuring that 9,000+ employees at St. Luke’s who deliver quality care to their patients have a reliable and consistent user experience; coupled with aligning the Citrix delivery infrastructure to St. Luke’s.


Chad Brisendine, CIO at St. Luke’s University Health Network, and his team evaluated multiple monitoring solutions. After contacting Goliath Technologies about their fully-supported, 30-day free trial of the Goliath Performance Monitor (GPM), Chad started collecting data from over 400 Citrix XenApp servers. GPM was set up and configured within 24 hours and Chad immediately started receiving real-time alerts and daily performance reports. What was most important to Chad was that, not only did the daily reports detail errors and faults, they pinpointed where in the infrastructure problems were occurring and their frequency. The first report isolated the root cause to the print drivers on multiple servers, which were installed and configured incorrectly.


St. Lukes

Chad and his team then discovered that end users were having trouble launching their published applications. With GPM’s real-time event log display, they found there were several errors stemming from the Web Interface trying to connect to the SQL database.


St. Lukes pic 2

The errors shown from the real-time display shows the Data Store on the SQL server was unavailable and causing all incoming connections to fail. Chad and his team were then able to restart the SQL server and bring SQL back online, all without having to guess and check each of the role servers in the farm.


Citrix XenApp was being blamed for issues related to print drivers being installed and configured incorrectly. By utilizing Goliath Performance Monitor’s daily reports and real-time alerts and Event Log Management dashboard, Chad was able drop support tickets by 25%.

St. Luke's Hospital & Health Network


St. Luke’s University Health Network (SLUHN) is a non-profit, regional, integrated network based in northeast Pennsylvania. SLUHN is comprised of six acute care hospitals. The tertiary hub, St. Luke’s University Hospital, is a teaching hospital based in Bethlehem. Additional hospital campuses are located in Allentown, Quakertown, Coaldale, and Easton, as well as a New Jersey-based campus in Philipsburg. The network is comprised of over 1,400 physicians and provides out-patient services at over 150 locations. Areas of exceptional medical expertise include oncology, heart/vascular, neuroscience, orthopaedics and an adult level I trauma center.

Headquarters location: Bethlehem, Pennsylvania
Founded: 1872
Employees: 18 000+
Industry: Healthcare