Lightening the load with proactive fault management
"For us, every second counts. The lesser the downtime, the better it is for us. We were particularly looking for a tool that could provide real-time insight and context into incidents impacting application performance," says Newman. Familiarity with the ManageEngine brand drove them to evaluate Applications Manager. With Applications Manager, CHCN's IT team is able to monitor all its mission-critical systems, get deeper application-level insights, and resolve issues with ease.
"Prior to using Applications Manager, addressing performance issues meant laboriously logging into each application, sifting through extensive lines of code, manually checking KPIs, and formulating a troubleshooting strategy," says Newman. This cumbersome process of data collection, impact assessment, and issue resolution used to consume valuable hours. The absence of unified data made it nearly impossible for CHCN to pinpoint the root causes of errors, further prolonging issue resolution timelines.
Since turning to Applications Manager, CHCN visualizes its crucial applications with a unified view. Now, with a single click CHCN is able to gain insight into a wealth of key metrics and reduce mean time to identify (MTTI) and mean time to respond (MTTR) from hours to minutes. Additionally, the product has proven to be an invaluable ally, swiftly alerting CHCN to potential crises and enabling it to take rapid, cost-saving actions.
Newman recounts an incident where the linchpin of CHCN's daily operations—Ezcap system, which helps manage patient data and healthcare records—encountered unforeseen performance problems. "In this critical situation, Applications Manager promptly detected anomalies in Ezcap's performance metrics, signaling a potential issue. Thanks to this early warning, our IT team swiftly jumped into action, identifying and mitigating the problem before it could escalate into a full-blown system outage. It nearly saved us from a staggering loss of $100,000," says Newman.
Additionally, Applications Manager also helps ensure the availability of CHCN's web portals. "Our web portal serves as a critical platform for healthcare providers and administrators to process insurance claims efficiently. Timely claim processing is essential for us to maintain the financial health of CHCN and ensure that patients receive proper coverage for their medical expenses," says Newman.
When CHCN witnessed a slowdown in the response time of its web portal, Applications Manager immediately detected the performance degradation and alerted CHCN. The tool helped CHCN drill down to the root cause of the issue: a database server was experiencing unusually high resource utilization, leading to delayed database queries and, subsequently, sluggish portal performance.
With the problem pinpointed, the IT team promptly optimized the database server configuration, allocated additional resources, and fine-tuned query performance. This allowed CHCN to process claims in a timely manner, ensuring that patients received the insurance coverage they needed without undue delays.