April 27, 2020
Score 10 out of 10
Overall Satisfaction with ScienceLogic SL1
We are an MSP providing monitoring and analytics services to audio/video and UC customers. We use SL1 to monitor customers' audio / video integrated rooms and UC endpoint-enabled rooms including Poly, Cisco and LifeSize devices. We have a 24/7 customer support operation centered around receiving customer device events from SL1, auto-generating tickets into our ITSM platform and providing real-time analytics and trending report analysis through SL1 collected data. This data and analytics help customers make business decision surrounding the use and optimal deployment of their conferencing and enriched media services to their internal teams.
- Automation engine - easy to take scripted action on specific device events.
- Automation action open source - the platform allows you to custom build snippet actions with Python to remediate any unhealthy event detected on devices.
- Manager of managers - the platform has several ways of receiving inbound alerts and alarms not only from directly monitored devices but from 3rd-party solutions in the form of traps, emails and REST API connections.
- Built-in Reporting - the reporting engine that comes with the platform is woefully inadequate to perform most of any report request that is not a very simple and basic output of data.
- Continuous Integration/Continuous Deployment support - the platform is bound by Power-Packs for deployment of monitoring solutions for specific device types. These are great when first starting out using the platform as they allow you to on-board several types of device support, but when you mature and start building your own actions and monitoring solutions, they are cumbersome to work with.
- Current Platform Architecture - the main CDB design requires lots of memory and CPU to handle the load of all the threaded processing of even a few thousand monitored devices. To scale up to several thousand or tens of thousands if devices becomes a pricing hurdle. Also, in a cloud deployment strategy, this processing power comes at a hefty price for cloud resources, not including the pricey SL1 license costs as well.
- Custom development support - when you start developing your own snippet actions for monitoring custom devices or solutions, ScienceLogic only provides a pay-for Professional Services resource to assist you in even the smallest of development questions. The product customer support desk will not spend time discussing development solutions and providing development support. This has been an issue for SL from the beginning and the company needs to put together a development support arm.
- Positive - it enables our managed service business and provides the collection and event management arm for our customers.
Being a Managed Service Provider, we have greatly increased our visibility into customer networks and devices using SL1. It provides a solution that allows us to not only be alerted to customer events and issues, but through the single pain of glass design and multi-tenancy of the application, we can safely and securely offer customers visibility to the dashboard to see their events and our team responses as well.
Every new product that we add to our managed service portfolio requires that we have monitoring support in place. This means that we are constantly looking at new devices or solutions to monitor using SL1. This is allowing us to more effectively grow our service offering to our customers.
Over the course of working with SL1 for the past 10 years, I have been the designer of 3 separate ITSM integrations to SL1 (Twice with ServiceNow, once with SalesForce and once with Solutions360). I have also integrated SL1 as a manager of managers to SolarWinds N-central, PRTG, vRealize OPs, ReliaTel, various AWS resources events from CloudWatch, a custom-built ELK stack app, and various direct email alert formats (Cisco TMS, Poly RPRM, etc.). With all of these apps, the longest development items have been the other vendor APIs and connectivity issues and not SL1. SL1 is very easy to integrate with as a platform and its API is very well documented, easy to reference and manipulate, and the API objects have most of the resources necessary to do anything you want through the API calls.
- Business services - we are just starting to use the business services section, but the idea of transitioning from a device monitoring paradigm to a service monitoring paradigm sites right where we need it as a managed service provider. Our customers don't usually care too much about specific monitored events in one particular room as those are remediated locally and with our help desk support, which they are generally pleased with. What they really want is to have metrics that comprise 'services' and to see how that service is doing on a monthly basis. We are looking into the SL1 business services feature to do just that.
- DCM - the device component mapping function in SL1 is really neat and compelling for most customers. I have not seen this type of breakdown of nested or component devices to describe a room or conglomerate system in any other apps.
SL1 stands apart from the others, imo, in their workflow automation capabilities. Giving customers a Python snippet environment to develop customer-coded diagnostic and remediation solutions stands out for us. Some of the other products I've looked at provide similar capabilities, but SL1 seems to just work better end-to-end.
Great for enterprise deployments where there is a single standard of devices and monitoring practices in place. Managed Service Providers have a harder time deploying the solution across multiple customers due to constantly changing customer requirements, device types and monitoring and security requirements and scenarios.