REVIEWER: Ayad Shammout, lead technical database administrator for CareGroup Healthcare System.

BACKGROUND: Headquartered in Boston, Massachusetts, CareGroup Healthcare System and its member organizations offer a broad spectrum of health services at settings ranging from academic health centers and community hospital to physician offices and community health centers. CareGroup supports 16,000 medical professionals and employees and serves more than 3.5 million patients. CareGroup offers the best possible service to its patient and doctor user, and the organization relies on strategic technology to reach this goal.

PLATFORMS: We use Precise Transaction Performance Management to monitor transaction performance across our diverse system environment, including our Oracle PeopleSoft applications, Microsoft SQL Server database, HP servers, BEA Tuxedo application Web Services and EMC storage suite.

PROBLEM SOLVED: When it comes to helping providers deliver quality health care, IT organizations face challenges from several directions at once. Increasingly, patients expect to use the Web to interact with providers, make appointments and view health records. Meanwhile, medical personnel and other employees rely on internal systems for access to the right tools and information to care for patients and perform many other jobs. For us, the performance of applications, databases, and other systems is truly a critical issue in these complex environments where people’s lives are on the line. The push to enhance the performance of applications and databases began in 2003 when we first implemented our innovative CareWeb intranet system and related PatientSite patient Web site. CareWeb provides physicians with instant access to patient records. PatientSite is used by more than 3.5 million patients to book appointments and access lab results over the Web. In order to avoid outages and address performance issues we selected Precise to monitor, manage and optimize application and database performance. We place a high value on the way Precise immediately allowed us to drill down into our multi-tiered environment and capture performance metrics from all system components, including applications, databases, our BEA Web servers and attached storage. Precise provides the IT staff with an end-to-end breakdown of the end-user response time for all their applications, and it generates alerts and reports that help them quickly pinpoint performance problems. It also stores the captured data in a performance warehouse, enabling CareGroup to analyze past events to head off future problems. Precise gives us the tools we need to do our job properly and be proactive rather than just react.

PRODUCT FUNCTIONALITY: We use Precise to optimize performance for applications running on Oracle and SQL Server databases in a heterogeneous environment. We also use Precise to address performance issues proactively, generate historical data for trend analysis and in resource planning to help us ensure 24x7 availability of the business-critical CareWeb system.

STRENGTHS: Precise allowed us to drill down into our multitiered environment and capture performance metrics from all system components, including applications, Microsoft SQL Server databases, BEA Web servers, PeopleSoft system, Oracle and our attached storage. The software provides the IT staff with an end-to-end breakdown of the end-user response time of all their applications, and it generates alerts and reports that help us quickly pinpoint performance problems.

WEAKNESSES: We found limitations in customizing the reports and scheduling them to query the Performance Warehouse Repository as well as in exporting the Activity pane data and rendering it in Excel or a PDF.

SELECTION CRITERIA: After reviewing the offerings of several technology vendors we selected Precise to monitor, manage and optimize application and database performance.

DELIVERABLES: Through Precise, we have seen a major improvement in our billing information system as well as achieved 99 percent system availability. We have also seen greater system availability through the elimination of system reboots related to software and OS installation and upgrades. The Precise solution paid for itself in less than six months.

VENDOR SUPPORT: Vendor support has been great, and we have learned to count on Precise Platinum Support for responsive service. We have also benefitted from taking classes from the unique Precise Education Services.

DOCUMENTATION: The Precise documentation is easy to follow and covers all components well.

Precise Transaction Performance Management

Precise Software Solutions

3 Twin Dolphin Drive, Suite 350

Redwood Shores, CA 94065

(650) 591-3007

www.precise.com

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