Case Study: Sisters of Mercy Health System achieves proactive IT monitoring and reduced downtime with eG Innovations' eG Enterprise

Regional Hospital System Monitors Health of its IT Infrastructure with eG Enterprise Management Software

Sisters of Mercy Health System is a large, seven‑state regional healthcare network with 18 hospitals, outpatient facilities and more than 28,000 employees. Faced with a sprawling IT environment—over 500 Citrix servers and 25,000+ desktops—Mercy outgrew its legacy monitoring tools and needed a proactive solution to detect and resolve issues before they impacted clinicians and patients as part of its Customer Service 2.0 initiative.

Mercy deployed eG Enterprise for centralized, technology‑specific monitoring of Citrix and server resources, with a small implementation team and 24/7 alerting to its Level III support. The result: faster root‑cause identification (minutes instead of 30–120 minutes), early detection of issues like Citrix XML service hangs, improved uptime for critical applications and more reliable IT operations that better support patient care.

Sister of Mercy Health Systems

Mike Grabian

Manager of Terminal Services