IDEXX Laboratories

IDEXX Laboratories, Inc. is a leader in pet healthcare innovation, serving practicing veterinarians around the world with a broad range of diagnostic and information technology-based products and services. 

The Challenge

IDEXX Laboratories had their IT infrastructure spread out over different regions of the world. When outages occurred, IT staff would be called together to identify and troubleshoot the problem. This would mean that 10 to 20 people would be working 12 to 16 hours to get the system back online. They needed a more efficient solution that would allow the IT department to pinpoint where problems occurred – and why – as quickly as possible.

“Live Maps provides an awesome touch point of common understanding between the IT department and non-IT Executives. ”

Senior IT Manager

The Solution

IDEXX Laboratories implemented Live Maps to monitor the entire IT system. They created “accountability maps” for business applications and supporting technologies. With this approach, IT staff members have constant visibility over critical business services and their areas of infrastructure responsibility. When problems occur, they know about it instantly: the services impacted, location where the problem exists, and who is responsible for fixing it. They can begin addressing the problem in mere minutes, saving many hours of troubleshooting.

The Result

Live Maps has been so successful in monitoring the entire IT infrastructure in real-time that the CIO now has the screen displayed on his wall at all times. Not once since Live Maps was installed have they needed one of those multi-hour meetings to find and solve the source of the outage. This has improved services levels and led to considerably increased productivity, as IDEXX Laboratories has been able to save between 15 and 40 person days per month, allocating resources to strategic initiatives, instead of troubleshooting issues.

Conclusion

Simply knowing there is an outage isn’t enough to start working on the problem until you know where in the system the issue is and what led up to the outage. Companies can spend more time trying to locate the problem than they would actually fixing the problem. Using Live Maps, IDEXX Laboratories was able to locate and fix problems more efficiently.

“Open alerts at the bottom of Live Maps is really powerful –  within seconds, I know where the problem is, and what the problem is.”

Senior IT Manager