We will begin today s session shortly! Copyright 2/12/2015 Aternity, Inc

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We will begin

today’s session

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Please feel free to submit your questions throughout today’s

presentation via GotoWebinar’s Q&A Section

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If for some reason, you are having any technical problems, or have

questions that you would like addressed after today’s event, please

do not hesitate to email me directly at:

donna@aternity.com

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Today’s session is being recorded and you will receive a copy

of the on-demand session and slide deck within the next 24 hours

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Julie Craig

(@julie_craig) and

Aternity

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Optimizing Healthcare IT Delivery

Julie Craig

Research Director |

Application Management

Enterprise Management Associates (EMA)

Troy Partain

Senior Sales Engineering Leader

Aternity Inc.

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When End User Experience Management Matters

Exclusive Healthcare IT Research Findings

Julie Craig

Research Director |

Application Management

Enterprise Management Associates (EMA)

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Intro

• Healthcare: AN ENTIRELY DIFFERENT ANIMAL

• Applications mission critical: performance or availability issues can cost lives • BUT… multiple factors stand in the way

• Top three application-related challenges include…

1. Complexity of foundational hardware and software systems

 Apps are highly integrated

 They execute across wide variety of hardware, software and platforms

 Often span multiple external systems, i.e. providers, suppliers, cloud-based services 2. Mobility

 Uber mobile workforce, many of whom seldom see a desk  On wide variety of mobile devices, often BYOD

3. Performance/availability: Combination of complexity and mobility increase risks of poor user experience

• End User Experience (EUE) solutions monitor end user vantage point

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1. Complexity of foundational hardware and software

• Integrated, componentized, and off-premise-hosted components raise the risk of application performance/availability issues

• Loosely coupled applications such as Hybrid, Mobile, SOA, VDI have multiple potential

points of failure

• Compared to IT organizations as a whole, healthcare orgs are…

• 45% more likely to run “hybrid” transactions spanning on and off premise • 20% more likely to run component-based SOA applications

• 35% more likely to experience “slow” app performance • 85% run Virtual Desktop Infrastructure (VDI)-based apps

• Centrally delivered to desktop

• Performance highly dependent on network

• Industry-wide, VDI a top priority driving EUE purchases

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2. Mobility

• Mobile workforce

• Healthcare workers 50% more likely to use mobile devices at work

• More than 40% use tablets during workday – 10% higher than industry norm  One third use tablets between 50 and 80% of the work day

• Bring Your Own Device (BYOD) and multi-device

• Roughly half of all mobile devices used in healthcare are employee-owned • Most healthcare employees use PCs as well; 80% are purchased by employers

• VDI

• Healthcare workers are 30% more likely to use thin clients, 15% less likely to use traditional windows-based desktops

• Consumer-oriented healthcare • Patients accessing healthcare apps

• EUE on consumer side difficult to monitor and track

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3. Performance/Availability

• Healthcare IT organizations – compared to industry norms – are half as likely to believe they are effective in terms of EUE

• Twice as likely to receive “multiple” performance-related user calls daily

• Twice as likely to receive performance-related calls on at least an hourly basis • Healthcare monitoring priorities

• Twice as likely to consider VDI-delivered apps a monitoring priority • Twice as likely to consider media/videoconferencing an EUE priority • Compliance use cases

• Those who have EUE tools are twice as likely to utilize them to monitor compliance-related metrics AND OpEx savings

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End User Experience Management products:

See performance as the USER sees it

• EUE Value-add

• “See” app performance as the user sees it – no more guesswork

• Mitigate risk – support teams know when performance is impacting SLAs, productivity and patient care • Mitigate impact of complexity – Consolidated view of app performance across complex underlying

systems

• Types of EUE Technologies

1. Real User Monitoring (RUM): monitor from perspective of network 2. Synthetic transactions: monitor top level transaction performance 3. Browser injection: monitor from the browser

4. Application server: monitor from application server

5. Client-side monitoring: monitor endpoint device and user experience of apps interacting with endpoint

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Client-side EUE differentiators

• Full visibility to desktop environment

• Aggregate, analyze and correlate metrics from multiple sources

•

Across desktop, application and user

• Support for transactions within any type of Application

• Physical or virtual desktop

• Web, Rich Client, Java and Rich Internet Applications (RIA) • Citrix XenApp and VDI environments

• Mobile

• EUE plus support for diagnostics and root cause analysis of performance/availability problems

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3 Ways End User Experience Management

Optimizes Healthcare IT Delivery

Troy Partain

Senior Sales Engineering Leader

Aternity Inc.

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Founded in 2005

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Headquartered outside of Boston, MA

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Global 2000 customers in every major vertical

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Installed on millions of enterprise devices

• Physical & Virtual Desktops

• Mobile Devices

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Deployments from 1K to 100K+ devices

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Closes the visibility gap within all APM tools

 Any Application  Any Device  Any User

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Applications & Databases

Network & Storage

Hypervisor Health & OS Resources

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Network & Storage

Hypervisor Health & OS Resources

MDM & MAM

It’s slow when I record vitals!

It’s slow when I look-up a patient!

My mHealth app just crashed!

It’s slow when I schedule treatment!

Applications & Databases

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• Aternity Workforce APM closes your APM

visibility gap by focusing from the

perspective of the end user's device on

the user’s experience of all applications

across all devices

• APM products focus on the performance

of web-based applications, one at a time,

from the vantage point of the data center

• Device monitoring products deliver

operating system metrics and device

health, but no insight into actual end

user experience with applications

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

Healthcare IT can

define user

interactions in the

context of a patient

workflow – a single

step (“record vitals”)

or a more complex

sequence of patient

care activities



These

business-defined user

interactions provide

the business context

to measure, manage

and improve medical

staff productivity

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Our Customer

• Regional not for profit US healthcare system

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Their Challenge

• Isolate and resolve problems impacting medical

staff ability to access & maintain connectivity to Citrix-hosted APTA rehab app

• “Blame game” between the APTA app vendor

and healthcare system network team due to lack of visibility into the virtual infrastructure

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Our Unique Solution –

Complete VDI Visibility

• Recovered 400 hours/month of lost

medical staff productivity by isolating the problem to an application memory leak

• 95% reduction in MTTR for similar problems

Case Study

Aternity Impact

Recovered 400 hours/month of lost medical staff productivity by isolating and resolving a memory leak in the APTA rehab

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Business Pain Addressed

• Ensure my medical staff is more productive as we achieve EHR Meaningful Use criteria

• Hold my application provider accountable to application SLAs for which I am being held responsible

• Determine if application performance suffered after migrating to a centralized virtual infrastructure

• Determine the impact of mobile app performance on the success of our BYOD and mHealth initiatives

• Hold your cloud provider or outsourcer accountable to meaningful application performance-based SLAs

Technical Challenges Addressed

• Monitor and measure EHR application usage across the enterprise to evaluate adoption progress

• Ensure EHR apps deliver excellent end user experience to extended care providers

• How can I determine whether performance challenges are due to an application issue, infrastructure issue, or a problem with remote display latency

• Ensure a quality mobile experience for 3rd_{-party developed apps without access to the developer}

• Measure end user experience of applications delivered via SaaS, or hosted by a cloud provider or outsourcer, without access to the infrastructure on which the apps run

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

Request a product demonstration and review of your critical EUEM challenges with Aternity



Aternity End User Experience Management for Healthcare

• Go to www.aternity.com/trial and register for the FREE Trial, Aternity’s Proof of Value for the Enterprise

o 30-day Product Evaluation

o Provides insight into key IT performance metrics

o Generates the empirical evidence you need to quantify the value of enabling your key strategic IT initiatives with

End User Experience Management (Physical, virtual, or mobile devices)

Troy Partain

Senior Sales Engineering Leader ATERNITY

Troy.Partain@aternity.com

Julie Craig

Research Director | Application Management EMA

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