Memorial Health System Reduced Printer Failures from 100 Per Day to Under 10 in their Citrix-MEDITECH Environment with Goliath XenApp Monitoring
“Before we had Goliath’s XenApp Monitoring & Troubleshooting MEDITECH module Citrix XenApp 6.5 was very challenging. With Goliath, we can identify the ‘who, what and where’ of performance issues. We even use the data in the product to open up support tasks with MEDITECH and they, in turn, are able to work with the support staff to determine root cause.” – Derek Seiber, Systems Administrator at Memorial Health System
The Organization: Memorial Health System
The Organization’s Infrastructure: Citrix XenApp 6.5, Citrix NetScaler, VMware & MEDITECH
The Organization’s Performance Monitoring Products: Goliath Performance Monitor, Goliath for NetScaler & Goliath Performance Monitoring Module for MEDITECH
The Business Challenge: Stop 100+ Printer Failures Per Day
Derek Seiber, a Systems Administrator overseeing IT Operations for Memorial Health System, and employed by CareTech Solutions, has been experiencing Citrix XenApp, MEDITECH EMR/EHR, and printer crashes since he joined the team in 2010. He experienced hundreds of printer crashes daily because they had no Citrix XenApp Monitoring Tools to proactively resolve the issues.
Derek was using VMware’s vCOPs with Enterprise Plus licensing to monitor his environment. With this solution, he only had visibility into the VMware hypervisor level and not Citrix XenApp or MEDITECH. Derek knew that to permanently resolve these issues, he would need a comprehensive XenApp monitoring software that offered visibility into Citrix XenApp, VMware and MEDITECH.
The Solution: Pinpoint Root Cause with Deep Visibility into the Citrix-MEDITECH Environment
Derek decided to run a proof of concept on two solutions, SolarWinds XenApp Monitoring and Goliath Technologies XenApp Monitoring. He admitted that SolarWinds was a great network monitoring tool, but it didn’t have deep Citrix XenApp Monitoring which would give them visibility into key Citrix metrics like HDX Channel and logon duration breakdowns. In addition, there was no support for MEDITECH. Goliath’s XenApp Monitoring technology was purpose-built for Citrix XenApp Monitoring and MEDITECH which made it the clear choice.
The technical decision by Derek was approved by management largely because Goliath offered a MEDITECH EMR/EHR performance monitoring module. Goliath is the only software in the market that correlates end user experience metrics with MEDITECH and Citrix XenApp performance monitoring data to give IT professionals a single view into the root cause of MEDITECH performance issues for troubleshooting.
The below screenshot shows the real time performance graphs that trend MEDITECH server performance, which illustrates the value of the MEDITECH module for troubleshooting.
Derek further explained the MEDITECH module’s value. “We are now able to send reports and log files from your product to MEDITECH, and they in turn are able to work with the support staff to determine what, in the user’s work routine, is kicking off some type of issue. This is a great use case and value.”
The Citrix XenApp monitoring performance and end user experience can be tracked as seen below. Again, in real time and per user, one can drill down into user connection performance, ICA Latency, ICA RTT, Network Latency and bandwidth.
Pertaining to the print driver issues mentioned earlier, Derek and his team were able to see that there had been a change in how print drivers were mapped through the Citrix policies. They changed one setting and they reduced printer failures from hundreds per day to less than ten.
With the help of their service provider, IntraSystems, and MEDITECH, Derek was able to put remediation actions in place that reduced printer failures from driver and MEDITECH crashes. Today, MEDITECH, IntraSystems, and Memorial Health are working together to resolve issues and offer the hospital staff a positive Citrix end user experience while, at the same time, managing and monitoring the Citrix XenApp infrastructure proactively.