A NOC Engineer's view of MSP using ScienceLogic
April 25, 2019

A NOC Engineer's view of MSP using ScienceLogic

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with ScienceLogic

We currently use ScienceLogic to support the monitoring and ticketing for our managed services companies.
  • Collector-based phone-home data collection provides a LOT of operational data for our customers.
  • The ability to use the collector to force data collection in real time to an underperforming device is a valuable troubleshooting tool for remote troubleshooting.
  • Not enough attention is paid to the built-in ticketing system. Either support it or farm it out to someone who will support it. ISO 9001 reporting and data collection is nearly impossible without paying ScienceLogic professional services to custom-write reports that the system SHOULD already provide
  • Support desk needs a lot of attention. Have had simple tickets open for months, awaiting attention by the "right" individual. There are some great support people, but getting in their queue quite often requires an escalation by my CSM (thank you, Andre!).
  • It has allowed higher level users to diagnose more on failure or threshold violations, making our customers believe that we are quicker on the issue.
It did, across our customer's organizations.
We are evaluating the cost-benefit of using SL to support our business expansion into MSP of cloud-based SAAS and DAAS business.
Not a lot, but we are hoping to leverage SL1 to improve this.
  • Pinging devices from inside the remote customer network (collector) to further diagnose and troubleshoot devices there.
Not so good for simple on/off type monitoring, there are cheaper ways to do that. If you need to be able to see inside the remote environment, however, and need to see historical performance data regarding a device, it is VERY good for that use case.