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LogicMonitor is a go-to IT operations solution for MSPs. It provides greater visibility levels of automation to manage functions such as service, infrastructure, and application monitoring.

ServiceNow is arguably the market leader in ITSM software. MSPs and their customers use ServiceNow to manage their Service Desk and IT support functions.

LogicMonitor and ServiceNow are frequently used together. A common use case within the managed service environment is that an MSP will use LogicMonitor to oversee the day-to-day health of their customers’ IT services, cloud solutions, infrastructure, and applications. IT service providers and their customers (internal or external) alike may then use ServiceNow to manage service requests and incidents.

How to create robust LogicMonitor ServiceNow integration

Most IT teams will try to manually create LogicMonitor integration with ServiceNow by studying API documentation and hand-coding integrations, or finding labor-intensive workarounds with traditional integration platforms (iPaaS). This adds unwanted time and cost and the end customer experience suffers too. There is another way.

Integrations between these two services are common-place, especially for automating the way outages and non-reported incidents are logged and tracked within the service desk.

Despite these tools being used together frequently, many common pitfalls in the integration process continue to trip up MSPs. This results in lengthy integration projects, underperforming integrations, significant data loss, and poor customer experiences.

1. Hand-built integrations

Coding system integrations by hand and manually connecting these to applications using the available APIs often leads to frequent and difficult to fix outages. This is because you will be using non-standard connections and relying on internal members of IT to document and pass on specific knowledge. Hand-coding also takes a long time. Instead, you want to use pre-built and standardized integrations, which are available to you in solutions such as ONEiO.

2. Using LogicMonitor incident management integration or ServiceNow IntegrationHub

You can attempt to approach the integration from two sides; the sender and receiver of the information. On the receiving side, ServiceNow’s IntegrationHub, can really only send information out of ServiceNow based on changes happening to the incident record. Since the incident record should be created when an alert occurs in LogicMonitor, it rules out ServiceNow IntegrationHub as an option to obtain the alerts.

The integration must be handled on the sender side for the alert information to be created into an incident. Be cautious, however, because just firing alert data to ServiceNow to create incidents each time an alert is raised will just lead to more work on both systems. You need to be able to maintain context at all times and on both sides.

With LogicMonitor’s own ServiceNow app you could create incidents in ServiceNow and even keep them updated, but you will be in hot water soon. When you’re faced with multiple customers each with their own ServiceNow configuration, wanting different rules for handling severity levels and automating steps in the process depending on what the prior status of the device was, you will quickly realize that there needs to be a centralized integration platform to orchestrate all of this.

Read more:
Alternative solution for ServiceNow integration hub

3. Outsourcing the integration build and maintenance

Try to avoid doing this at all costs, especially for something as small-scale as LogicMonitor and ServiceNow. Just because it looks too tricky for you to build internally, it doesn’t mean you have to ask another organization to build and maintain it for you. You will most likely end up with the same issues you would have with an internal build and it will cost you significantly more. And when you need to fix something, improve or scale the integration you will have no internal expertise to lean in on.

How should you move forward with this? Give ONEiO a try.

ONEiO is a cloud-native integration service provider connecting people, processes, and tools – enabling seamless collaboration without traditional integration hassle. Provided as a turn-key solution, as self-service, or something in between. 

See which tools (endpoints) LogicMonitor can easily be connected with ONEiO.

LogicMonitor ServiceNow Case study: Managed Service Provider - Ahead

“When an alert is raised, we wanted to be able to auto acknowledge that the incident in Servicenow had been created and that we had received that alert. We wanted to show that acknowledgement in logic monitor and also wanted to be able to start that device out with a low level warning and then it could raise to an error or raise to a critical, so the severity would change depending on the metrics. We also needed to keep a history of what was going on with that device all in the same incident.

A previous integration prior to ONEiO changed its severity before raising different incidents and this gave our servicedesk more work to do in order to find those incidences and match them to try to keep a history together. We also have what we call ‘Monitoring Only’ contracts, and in some cases we wanted to be able to raise incidents but not work from them and wanted a way for those incidents to auto close so that they don’t stay open indefinitely.

In the case of Servicenow to Servicenow we’re running all the traffic through ONEiO and if they have different categories of incidence or different prioritizations, whatever the transformation is needed between how they’ve customized their Servicenow instance and how we’ve customized ours, we do those transformations across ONEiO and then we get the added benefit that if we ever have an endpoint that is down or we have a problem, we have those messages housed in ONEiO so they can be retried.

All of these types of requirements were beyond what the vendor offered out of box and that’s another reason we chose to go with ONEiO because we could accomplish those extra requirements,” Denise Taylor, ServiceNow Platform Architect,  Ahead said.

Read the full story...

Need help with LogicMonitor ServiceNow integration?

If you would like to see LogicMonitor (or other performance monitoring platform) integration in action or talk about a more specific use case, get in touch with our integration team today.

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Erkka Heinola

Erkka Heinola is the Director of Customer Operations at ONEiO – a cloud-native integration service provider. He mostly writes about service desk integration, integration platforms and ITSM.

15 min read
April 10, 2024

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