CRN Exclusive: LogicMonitor Tightens Product Ties With Autotask, ConnectWise

IT infrastructure monitoring company LogicMonitor, citing a need to make life easier for its customers in the managed services provider market, has updated the integrations of its product with service platform competitors Autotask and ConnectWise.

The new releases create a more seamless experience for LogicMonitor’s MSP customers that are managing multiple IT infrastructures, providing easier configurations, and allowing for a real-time view of device performance within management systems and workflows, the company said in a statement.

The new integrations with Autotask and ConnectWise give customers access to two-way ticketing functionality, allowing for tickets from both vendors’ products to be updated as LogicMonitor detects changes in device performance, according to LogicMonitor’s statement.

[Related: Autotask Integrates With Performance Monitoring Firm LogicMonitor]

With the updates to LogicMonitor’s integration with Autotask, the integration is now built directly into the product and can be set up in minutes, according to the statement from LogicMonitor, a 130-employee company based in Santa Barbara, Calif.

"We’re streamlining how MSPs can integrate their ticketing systems within LogicMonitor," Annie Dunham, the company’s director of product management, told CRN exclusively. "That includes both ease of configuration within our application … and the full end-to-end integration where you can see a real-time view of what's happening to your device from your ticketing system" that’s provided by either Autotask or ConnectWise.

LogicMonitor struck an integration deal with Autotask in 2014. The agreement allows for two-way interaction and syncing of data between LogicMonitor’s monitoring tools and Autotask’s service desk. LogicMonitor has been working with ConnectWise since 2012.

In an exclusive interview with CRN, LogicMonitor CEO Kevin McGibben said MSPs are working with end-user customers whose IT infrastructures are becoming more complex with the addition of public cloud and distributed technology services.

"There's been a kind of a technological shift that's occurred in the service provider space," with a heavier reliance on process rather than people, McGibben said.

"You can look back at when RMMs started to kind of gain favor as way to remotely manage and monitor, typically on premise," he said. With smaller firms -- especially in the midmarket, deploying public cloud technologies and developing and delivering applications, there is a need for "different kinds of technologies to be able to manage them."

As that demand has grown, McGibben added, there’s a greater demand for "technology tools to be able to provide the solutions to service providers [that can] put more process into place."

"We've been talking recently … about this notion of MSP 3.0 and some of the changes that are happening in the market that MSPs are really grappling with in [bringing] their businesses to become more 'future proof,' as they deal with new technologies and new ways that customers are expecting services and technologies to be deployed and managed," McGibben said. "This is a hot topic for MSPs who are trying to understand how they can take their legacy managed service provider business into a … new era."

PUBLISHED DEC. 23, 2015