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LogicMonitor OverviewUNIXBusinessApplication

LogicMonitor is the #3 ranked solution in our list of best Network Monitoring Tools. It is most often compared to SolarWinds NPM: LogicMonitor vs SolarWinds NPM

What is LogicMonitor?

LogicMonitor is the only fully automated, cloud-based infrastructure monitoring platform for enterprise IT and managed service providers. Gain full-stack visibility for networks, cloud, servers, and more within one unified view. Our monitoring technology enables businesses to see what’s coming before it happens. We collaborate closely with our customers to understand their risks and anticipate their needs, providing insights that unlock their vision.

LogicMonitor Buyer's Guide

Download the LogicMonitor Buyer's Guide including reviews and more. Updated: October 2021

LogicMonitor Customers

Kayak, Zendesk, Ted Baker, Trulia, Sophos, iVision, TekLinks, Siemens

LogicMonitor Video

Pricing Advice

What users are saying about LogicMonitor pricing:
  • "The features were very valuable to us because we could consolidate them into one platform and have a good user experience with the platform, our accounts, and the support team. That was the key driver for us. That was what we were looking for. We looked for a comprehensive solution that could provide advanced features all in one platform, and LogicMonitor was the solution that we chose. It definitely has a premium price. However, you are getting what you pay for in a very effective way. That was important in our decision-making.The features were very valuable to us because we could consolidate them into one platform and have a good user experience with the platform, our accounts, and the support team. That was the key driver for us. That was what we were looking for. We looked for a comprehensive solution that could provide advanced features all in one platform, and LogicMonitor was the solution that we chose. It definitely has a premium price. However, you are getting what you pay for in a very effective way. That was important in our decision-making."
  • "Pricing seems to be on par with other solutions. For what we get, I think it's a very fair price."
  • "We are on an enterprise license plan, we are paying $7.75 per device a month. That is for a commitment of 350 devices. Anything that is over the 350 is charged at 1.2 times the rate; 1.2 times $7.75 would be the overage charge. We are looking at increasing our commitment to either 450 or 500 devices. It changes our pricing if we go to 450 devices, bringing it from $7.75 down to $7.70. If we go for 500 devices, it brings it from $7.75 down to $7.50. We will probably factor in the volume discount drop from $7.75 to $7.50 in our decision of whether we uplift or not. We also have some cloud monitors, which are about $500 a month."
  • "We've had customers who have reduced their costs by not having multiple platforms for monitoring. That said, especially with super-large environments, the cost model for LogicMonitor is the one area where we run into issues."
  • "It's affordable. The price we get per license is a lot cheaper than what we were getting with some of the other tools. There are other monitoring tools out there that are cheaper, but what you get with LogicMonitor, out-of-the-box, makes it worth the cost."
  • "The licensing side of things with LogicMonitor, is quite simple. It is one license per device. Recently, you have additional licenses with things, like LM Cloud, which does confuse things a bit. Because it's very hard to estimate how many licenses you're going to need until you're monitoring it, so it's quite hard through that process to give a customer price to say, "This is how much this services will cost.""
  • "As a managed services provider, the licensing model that LogicMonitor provides us is excellent. We are able to scale up and scale down as needed. The pricing is reasonable for the amount of features and support that they provide."
  • "As a managed service provider, we have the highest level of licensing that they offer, so we don't have any extra fees. I believe there are some add-ons for some of the lower tiers of LogicMonitor service, but that's not something that we use with our agreement."

LogicMonitor Reviews

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Valentine Christofis
Technical Service Delivery Manager at Sparx Solutions
MSP
Top 20
Being a single pane of glass, a lot of metrics and alerts can all be grabbed from one place

Pros and Cons

  • "LogicMonitor saves time in terms of its ability to proxy a connection through a device. For example, if you are troubleshooting a device, which you may want to connect to, you can proxy this connection through the platform. As a support resource, I don't need to use multiple platforms to connect to a device to further investigate the issue. It is all consolidated. From that perspective, it saves time because a resource now only needs to use one platform."
  • "We would like to see more functionality around mapping of topologies, in terms of networks. An improvement that we would like to see is added functionality to get more detail out of mapping. For example, if the LogicMonitor Collector identifies a connection between two network endpoints, it would be great to actually see which ports are connecting the two endpoints together. That functionality is something we greatly desire. It would actually make our documentation more dynamic in the sense that we wouldn't need to manually document. If this is something that the platform could provide, then this would be a great asset."

What is our primary use case?

Sparx Solutions is a managed service provider. We primarily use the LogicMonitor platform for monitoring, maintenance, and management of our managed services and customers' infrastructure. In terms of management, it is more around monitoring and alerting. That is essentially the core component that we use it for. However, there are other features integrated into the platform that we get value out of.

We have baked LogicMonitor into our core services, in terms of MSP and managed service offerings. We use this tool to fundamentally provide network monitoring services to our customers. It is definitely a great tool and something that we use daily.

We have multiple users using these solutions. They are technicians and engineers. Essentially, they use this platform for different purposes. So, a support resource will be able to use it to identify alarms and when there is a new ticket that needs to be created to remediate a problem. Engineers may use this platform to obtain valuable insight into the systems that they are working on, e.g., if they would like to understand whether a device has a really high CPU before they plan a change, etc. There are different use cases for using the platform. One of the main use cases is having users use the platform to provide support services.

We deploy probes, which are hosted by us. These connect back to the LogicMonitor platform in the cloud.

How has it helped my organization?

In terms of alerting, there is already a prebuilt alert threshold for a lot of the metrics. It is quite smart out-of-the-box. You may even identify issues which were not visible to you before by just introducing monitoring from the LogicMonitor platform. 

To a certain extent, there are mapping functionalities within the platform. A lot of these sorts of features, which are desired, come straight out-of-the-box. By being able to drop a Collector in the environment, you can quickly identify a lot of key information. Maybe some information, which you didn't previously have visibility to, becomes very visible. That sort of insight is very good information and allows us to be able to provide more value to our customers by having a better understanding out-of-the-box.

What is most valuable?

There are a multitude of features that we use. Obviously, with the core foundational features, which are monitoring, we use different sorts of data sources to monitor. For example, SNMP would be an example of syslog monitoring. Primarily, that is used for network devices in our use case. When we monitor network devices for our customers, it is all performed with the compute being within the LogicMonitor platform and architecture. The list goes on. 

There are a multitude of different vendors, products, and hardware that it can perform monitoring on. It is not limited to that either. There is actually a vast range of different services that can be monitored, e.g., cloud services and services that use APIs. It is quite customizable and flexible in terms of monitoring capabilities. In addition to what is out-of-the-box, there are also capabilities to configure custom monitoring which can use many different data sources. From that perspective, it is quite broad in its scope of monitoring. 

In terms of the services that we like to use, there is the built-in AIOps, which is quite a good service. It analyzes metrics of data over time and can identify anomalies based on AIs, sort of an intelligence in the back-end. This is a really good service. Some of the services can add on components to the platform, like cloud monitoring, so you can monitor your cloud environments, such as AWS, Azure, and Google Cloud Platform.

There are quite a vast amount of different features that you can use within the platform. Some of them are additional costs and some of them come out-of-the-box. Another example of something, which has recently been included in the core component, would be a service called LM Config. Essentially, this service allows us to collect network devices, run configuration files, and take backups of our customers' infrastructure centrally from one system. Rather than needing individual systems at every customer site, because this is a cloud delivered sort of architecture, we can take backups of our customers' infrastructure through the platform, which is a really great convenience and sort of efficient way of doing so. This is actually an automated process, so you can schedule it to occur as frequently as you would like.

LogicMonitor enables us to modernize legacy tooling and consolidate monitoring tools in our customers' stacks. It has a nice user interface. It is very straightforward in terms of usability and utility. 

A single pane of glass is always preferred over distributed monitoring or other management platforms. In the past, you would need to have multiple different technologies performing different functions. For example, backups would usually be under another tool. Therefore, LogicMonitor was a great tool for us when we found that it had integrated backups using LM Config. That has reduced the time of being able to provide value to a customer. Being a single pane of glass, a lot of your metrics and alerts can all be grabbed from the tool. For a managed service provider, like us, it creates a lot more efficiencies within our operations. Our users only need to learn one tool, as opposed to learning multiple tools.

We believe that the dashboards are one of the most powerful functionalities within the LogicMonitor platform, as they are quite close to real-time, dynamic, and update quite frequently. Also, they give you a glimpse into the environment without having to run reports, etc. So, the dashboards are definitely a very powerful way of obtaining information and insights from any environment quickly. There are obviously environments where custom dashboards are required. However, a lot of time, the default dashboards provide enough information to get you going and give you that visibility instantly. Monitoring is overtime, but the earlier that you onboard and get the monitoring going, the faster the dashboard starts to populate with data. In that instance, you will be able to see data as it happens through the network or systems that you are monitoring.

Its templated dashboards are quite comprehensive out-of-the-box. For a lot of users out there, the out-of-the-box dashboards and monitoring will suffice. They are definitely comprehensive. Obviously, every environment is different, so you will need to tweak it where suitable. Overall, it's a pretty straightforward onboarding process. Assuming that you have all the right information required, if you want to monitor certain systems, then you may need passwords and configuration setup. Assuming that all these things are complete, then the onboarding process is pretty straightforward and streamlined.

One of LogicMonitor's benefits and strongest elements is that it is very extensible. It allows you to configure a lot of customizations, which are sometimes limited in other platforms. However, we found in our experience with LogicMonitor that it is quite extensible. The functionality is quite comprehensive in terms of customization. You can get very detailed into what you would like to monitor, whether it is using an out-of-the-box data source or a custom data source. You can then create custom dashboard elements so you can exhibit that data in a dashboard.

There have been some new features that have been released recently in the last few months, one of them being LM Logs. This feature uses syslog and SNMP to correlate data. So, if there is an alarm that is identified on a device, the LM Logs component will actually correlate the received log messages from the device and give the resource, or whoever is trying to remediate, insight. Instead of having to log into the device and check the logs manually, the LM Logs feature provides all that within the platform. This definitely decreases the amount of time it takes to resolve, as some of the steps that you would normally do are actually provided within the platform. So, we would definitely like to explore more of the product's feature sets.

We use the solution's AIOps functionality. We have made quite good use of it. It is something that we use daily. In terms of being able to predict anomalies or alert on anomalies within the environment, those prompt us to perform additional investigation. I would assess AIOps as being highly-effective for helping to detect warning signs that precede issues. Some of the monitoring that is provided out-of-the-box provides visibility, even in terms of metrics that you would not normally monitor or may not even know that could be monitored. From that perspective, having a broader scope of monitoring out-of-the-box gives you insight. In terms of AIOps, if we receive alarms where there have been multiple anomalies occurring within a certain time period, then that would prompt us to proactively investigate an issue prior to it actually occurring. From the visibility perspective of having monitoring out-of-the-box, it has been highly-effective and quite insightful.

What needs improvement?

We would like to see more functionality around mapping of topologies, in terms of networks. An improvement that we would like to see is added functionality to get more detail out of mapping. For example, if the LogicMonitor Collector identifies a connection between two network endpoints, it would be great to actually see which ports are connecting the two endpoints together. That functionality is something we greatly desire. It would actually make our documentation more dynamic in the sense that we wouldn't need to manually document. If this is something that the platform could provide, then this would be a great asset.

For how long have I used the solution?

We started using LogicMonitor between the end of 2019 to early 2020. It has been almost two years, I would say.

What do I think about the stability of the solution?

In the time that we have been using it, we have never had a major outage that has affected our ability to alarm or report. From that perspective, it is quite good in terms of stability. There are a lot of new features being released, and we have never had an experience where a major outage was caused by the introduction of a new feature. We are quite happy with its stability.

It is all sort of invisible to us as updates roll in. I think the most recent one coming out is version 155, which is about to be released tonight. At the moment, I would imagine we are using 154.

LogicMonitor is making many updates quite frequently and their monitoring capabilities are growing very rapidly. With every update, I see that gets released, there are new integrations to different systems as well as new monitoring configured. Being a cloud delivered platform, all the updates are performed by LogicMonitor. So, using the system, this is quite invisible to us. 

New updates roll out quite frequently. I believe that it is quite comprehensive in terms of its scope and capability to monitor many platforms, including on-prem platforms/devices, cloud infrastructure, etc. So, I think that it is quite good in its update releases. I'm quite happy with the amount of updates that are occurring. I keep up-to-date with all the different monitoring requirements.

I definitely think that having ongoing maintenance is required. That is not specific to LogicMonitor, but for any IT monitoring platform. I think it is always recommended to have ongoing maintenance performed. In terms of patches, everything is all delivered via SaaS. So, a lot of the patches and new features are actually done by the LogicMonitor team. 

What do I think about the scalability of the solution?

It is scalable out-of-the-box, which is good. The way that it is configured, out-of-the-box, you get a lot of good feature sets. There is minimal configuration required to get up and running. Obviously, the larger the environment, the more effort that is required. In terms of out-of-the-box feature sets, it is pretty comprehensive. You can essentially turn it on, tweak a few metrics, and be on your way. So, there is obviously some work to do. With this particular platform, it has been the most efficient that we have used at this stage. 

The scalability element of LogicMonitor is sort of built into the platform. From the very beginning, the platform is designed to be scalable, in terms of its automatic identification of different vendors. Once it identifies the vendor or system that it is trying to monitor, it knows which data sources to apply to that device. This is all an automatic process. If you have the right information configured on the device, then it will automatically identify what type of device it is and the metrics are for monitoring. Also, it has its own alerting preconfigured. For some of the metrics that are common across multiple vendors or systems, it actually knows by default what the expected result of the monitoring is. This obviously differs between different devices. However, for common elements that are considered successful or failures in terms of monitoring, these are pre-built into the system. 

Additionally, there are predefined remediation steps in some of the data sources. Not only does it alert you on the failure of some monitoring elements, but in some cases, it also provides you with some recommended remediation steps to follow to resolve the problem. That goes outside of the monitoring. From that perspective, it is quite insightful, especially to a resource who is using the tool. They may be able to obtain some insight from the platform, which may assist in resolving the issue.

Once the solution is structured in a way that your requirements desire it to be, then the onboarding process is quite straightforward. It works on a very scalable inheritance model. So, you can have a top level configuration that pushes down all the way to the bottom, and you can override values at the bottom level. In terms of scalability, and onboarding specifically, if your rules are already configured in such a way that it allows you to just onboard, then no additional work is required, other than creating the customer, branch, or whatever you are monitoring in terms of a container and just adding devices. Once the device is added to the system, the inheritance model will actually push down different metrics and alerts based on automatic identification of vendor, equipment, and systems. So, everything is very automated. That is one of the key strengths of the platform: It is very dynamic and scalable out-of-the-box.

It reduces the time for onboarding customers. We have experienced that firsthand. It actually creates efficiencies when onboarding. The way it does that is by using automation, a sort of inheritance, and a sort of scalable architecture out-of-the-box.

How are customer service and technical support?

The tech support has been great. For any query that I have, I have been able to talk to a resource quite quickly. In terms of their turnaround time, they are always available during the times that we have needed them. They have shown that they can go above and beyond in terms of their supportability with the platform. I am definitely very happy with the level of support being provided.

There is a lot of information in terms of the learning platforms that LogicMonitor provides. They give you sufficient information to build dashboards and other customizations within the platform. So, the information is readily available, if anyone wishes to pursue that.

We have discussions with the vendor quite frequently every couple of weeks. So, we are always in touch.

Which solution did I use previously and why did I switch?

In the past, we needed to spend a lot of time and effort tweaking and adjusting metrics per customer, though not with LogicMonitor, which is not efficient. With LogicMonitor, we found that the overall time to onboard a customer into monitoring, providing useful and valuable input to the customer based on their environment, is quite quick. So, the time to onboard and provide insight is quite quick. This is a good example of a way that we found the solution to be quite efficient.

We did previously use another solution. The reason why we switched is LogicMonitor has more advanced extensibility in terms of custom configuration. That was one of the drivers. Another driver why we switched was our user experience with the account teams. We found that with LogicMonitor, from the moment that we sort of met over the phone or virtually, we always had a good experience and felt that we were being looked after. That definitely increased our drive to sort of move away from our previous solution. Additionally, there were integrated functionalities, like LM Config, that take configuration backups from network devices and systems. LM Config was a feature that we wanted to consolidate into one platform.

How was the initial setup?

There was planning that was required before the rollout of this product. That planning is to ensure that the product aligns with our monitoring requirements. In terms of planning, there will always be planning before you introduce any sort of tool like this, i.e., an IT monitoring tool, in terms of how you would like to structure the platform. This foundational planning is ultimately what affects your capability to create efficiencies in alerting and problem identification. 

There is obviously consideration around your alerting. I think alerting is probably one of the key features that any digital IT provider would use, whether it is an MSP or if you are monitoring your own infrastructure. One of the key things that you want out of a platform like this is its ability to promptly alert when there is an issue in your environment, then ultimately triggering a chain of events that would occur after that. So, in terms of planning, you will need to sort of assess your current monitoring and see how you would structure the architecture of the alerting. A lot of it comes down to that. 

It is quite flexible in that sense that no matter what sort of company you are, whether you are an MSP or internal IT looking to deploy a new product in your environment, it comes down to what your requirements are. So, there is not a set timeframe because there are a lot of factors involved, like understanding what your alert rules look like and the classification of the infrastructure. You might have some critical infrastructure, and you will need to consider that and put it in its own group. There are many different methods of doing this, but it all comes down to the requirements.

In terms of configuring and rolling out the platform, once the planning component of it was complete, the actual rollout was quite straightforward as it aligns to the structure that we defined prior.

What about the implementation team?

We deployed LogicMonitor in-house.

There are a lot of different components involved in rolling it out. We would have to configure the platform first with all the planning prerequisites. Once that was all done, then we would have to go and install the Collector applications on our probes and essentially onboard each device individually. 

There is an automatic sort of device for onboarding that you can frequently run to identify any new infrastructure in the environment and flag it. Once this is in, the ability to identify new infrastructure is very straightforward and quick. In terms of how long it takes to actually roll it out to our entire customer base, it takes about a month's time. This includes planning, communications, and multiple other factors as well. 

What was our ROI?

The quicker that we can onboard, the quicker that we are able to collect metrics to give us insight. Then, we are able to provide value to the customer and insights on their environment more quickly.

The return on investment is having the capability to offer more advanced features as part of our service offering. By having that capability, we have an advantage because we can offer different capabilities and functionalities within a single platform.

It has quite an advanced feature set, especially with its functionality like AIOps. It definitely gives us an edge and advantage to be able to provide these services to our customers and allow our customers to utilize our infrastructure for their own monitoring or reporting purposes. I definitely think that the functionalities are quite good and advanced. It definitely gives us that edge. From the perspective of the services that we can provide, we are able to offer more services to our customers by utilizing the features of the LogicMonitor platform.

From the feedback that we have received from our customers, they are quite happy with the tools that we have been able to offer, things like dashboards and centralized backups. From that perspective, I think that our customers are happy, having provided their feedback on LogicMonitor.

In certain circumstances, the AIOps functionality helps prevent outages. It really comes down to the circumstance. There are multiple factors involved. Being able to promptly receive information that could be anomalous, from the AIOps feature, allows us to proactively investigate alarms prior to any outages occurring, and this is sort of down to circumstance. From this perspective, time is being saved in respect to resolving an issue.

LogicMonitor has given us visibility into issues we didn’t even know existed. It comes down to the consolidation of data and being able to have dynamic dashboards and effective alert rules. It can provide information where something unrelated to the device may cause an alarm to be produced. It might not be directly related to the device that you are concerned with. However, it could prompt an investigation outside the scope of that device which may help us identify an issue downstream or upstream.

An example where LogicMonitor has provided visibility into an issue is it could highlight if there is a configuration issue. We predominantly monitor networks with this platform. Any example of networks using LogicMonitor's mapping feature can give us visibility into what physical links are connected between devices. When there is an alarm in the window where you look at the mappings, it actually identifies the alarm on the device. So, you may be able to identify misconfigurations. 

Another example is using the LM Config feature. If there has been a change to a running configuration file, it actually flags this change. So, if you have a change management policy that needs to be adhered to, and somebody has made a change without authorization, you can actually flag this information. Even though it may not cause an immediate outage or issue to be triggered, being able to have the visibility that somebody has made a change can prompt an investigation that could prevent an issue which may occur later.

LogicMonitor saves time in terms of its ability to proxy a connection through a device. For example, if you are troubleshooting a device, which you may want to connect to, you can proxy this connection through the platform. As a support resource, I don't need to use multiple platforms to connect to a device to further investigate the issue. It is all consolidated. From that perspective, it saves time because a resource now only needs to use one platform.

It saves time because the resource does not need to leave the platform. Depending on how many activities or issues that you are working on, that time could vary. From a consolidation perspective, everything is accessible within the platform. I definitely see the value in a resource not having to actually leave the platform to remediate an issue that is present.

The solution reduces mean time to repair. An example of this is when the resource no longer needs to look at logs manually on a device. It could actually be integrated into the platform. By having those logs right in front of you, it is very quick to make assumptions or conclusions about issues. Whereas, in the past, you might have needed to log into the device independently and do your own review. 

Another example of reducing mean time to repair is the ability to connect to the device directly from the platform. Being a cloud platform, you can perform this connection wherever you are. So, if you are working from home, you don't need to VPN into an office, then connect to some on-premises equipment. Being cloud delivered, you can configure SSO for authentication to authorize against your domain. This makes the authentication and login processes quite easy, especially now during this time of COVID as a lot of people are working from home. It has the flexibility to connect wherever you are as well as the ability to connect to a device within the platform.

What's my experience with pricing, setup cost, and licensing?

LogicMonitor is a premium solution and offers a premium feature set. In terms of what it offers, it is more about value. 

The features were very valuable to us because we could consolidate them into one platform and have a good user experience with the platform, our accounts, and the support team. That was the key driver for us. That was what we were looking for. We looked for a comprehensive solution that could provide advanced features all in one platform, and LogicMonitor was the solution that we chose. It definitely has a premium price. However, you are getting what you pay for in a very effective way. That was important in our decision-making.

There are add-ons. One of the add-ons, LM Config, has now been integrated as part of the standard fee. Also, there are different tiers which offer different feature sets.

Which other solutions did I evaluate?

I evaluated multiple different solutions. Some of the solutions that we looked at were NinjaRMM, Auvik monitoring, and Kaseya. There were multiple different platforms that I personally trialed. Not that they didn't have good offerings, it is just that the LogicMonitor platform was comprehensive in its feature set. We found, with LogicMonitor, that most of the features we desired were actually consolidated into a single platform. This made it really easy to onboard and offboard as well as apply new features or monitoring to our userbase.

We are very selective about the vendors that we use, in terms of our products that we provide.

What other advice do I have?

So far, the introduction of cloud monitoring with LogicMonitor is testament to their ability to stay up-to-date with different sorts of monitoring and future IT requirements. I have seen progress on this front from LogicMonitor. Ever since we started using the LogicMonitor platform, there have been many updates that have introduced new functionality that seemed to be catered for the future of IT.

There are still some features that we haven't fully integrated that we would like to do. At the moment, we are currently reviewing what the value of these tools will bring to our customers.

We don't use Dynamic Thresholds at this stage. Dynamic Thresholds are something that we would like to review as we proceed with the product. It comes down to use cases. Depending on what you are monitoring, it may make sense. However, in some cases, it doesn't make sense, which is a factor to consider.

In terms of visibility, LogicMonitor provides a wide variety of information. The more devices that you are monitoring, the more information that you can cross correlate. Especially using other features, LM Logs is definitely something I can see value in. From a support perspective, it decreases the amount of time it takes to identify or resolve a problem. So, you receive an alarm, then when the resource looks into the alarm, the LM Logs capability actually allows you to see the log messages at the time of the alarm. Instead of the resource having to manually connect to the device and check the log file, this information is correlated for you within the platform. So, this is not a feature that we use today. I have seen a demo and can definitely say that there is a lot of value from this particular feature. I believe that a lot of providers would see the value in it.

At this stage, we are quite happy with the level of functionality that we have with this tool.

I would definitely recommend trying LogicMonitor for yourself. I believe you will quickly see the value in the different feature sets that are provided and its simplicity, in terms of the user interface. If you have used another platform for IT monitoring before, this is very good in terms of the user interface. It definitely has a great user experience when you are using the platform. It is very customizable in terms of the color schemes that you can use. Definitely give it a go and you will see the value, just as I have.

If you feel like you can't find the tool that meets your requirements, it is definitely out there. Personally, we were looking for a new tool for quite a significant amount of time. We looked at many tools. Coincidentally, towards the end of that sort of campaign of trying to find a new solution, I actually received a call from a LogicMonitor resource. It was quite coincidental. It's actually funny how it happened. So, one of the lessons I learned is there are many platforms out there and you just have to keep looking. Eventually, you will come across something like we did, like LogicMonitor, that will meet your requirements. 

We have had a fantastic experience so far. It is a fantastic product. It is definitely worth looking at. It has definitely delivered on our requirements. I will rate it as a solid nine out of 10.

Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
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Subbarao Punnamaraju
IT Operations Manager at a university with 10,001+ employees
Real User
Top 5
Clear escalation chains mean the right people are alerted, decreasing resource usage and helping with planning

Pros and Cons

  • "Another feature from the technical aspect, the back-end, is the ability to allow individual users or customers to have their own APIs. They're able to make changes using the plugins covered by LogicMonitor. That is a very powerful feature that is more attractive to our techno-savvy customers."
  • "The dashboards can be improved. They are good, but there is a pain point. To show things to management, to explain pain points to other customers, to show them exactly where we can do better, the dashboarding could be better. Dashboards need to show the key things. Nobody is going to go into the ample details of Excel sheets or HTML."

What is our primary use case?

We use it to make sure that proper tuning is done for the existing monitoring.

In addition, our university has a number of schools and each is a customer of the main IT organization that manages and provides support for all the colleges, like the law school, the business school, the medical school, the arts school, etc. The goal, and one of the main use cases that we were planning and thinking about, was to be able to onboard all the devices, all the applications, all the databases, as required by individual schools.

We also wanted them to be able to create their own dashboard, tweak it, manage it, delete from it, and add to it. 

It's deployed as a SaaS model. LogicMonitor is out in the cloud.

How has it helped my organization?

When we were using Nagios and we had alerts but there was only red, yellow, green. Here, the good thing is that you have escalation: level-one, two, three, which are clearly defined, and what action needs to be taken for each level. The clear escalation chain and tuning helps, because we don't want to wake up the director for 80 percent of the cases. That would be ridiculous. But when necessary, the right people should be alerted, especially for the production environment. If something has been "red" or there has been no interaction for half an hour, it's important to know that and to take the necessary actions.

That's a key thing, being a production-operations team member, because I don't want my team to be flooded with all the noise of alerts for something which can be tackled by a specific team. Having escalation chains, so that the alert goes to the right team to look into that and take action, means the prod-ops team doesn't need to even look into it. We don't even need to ticket it. We only keep aware of it through the daily alert dashboards. That has made a big difference in our overall resource planning, because previously we had 400 to 450 daily alerts. By using this feature we cut that down to 150 to 200 which are "candidate alerts" that production-operations needs to take action on. They may require creating a ticket, or calling the right people, or doing some activity that needs intervention or escalation to the next level. We have been able to cut down on our resources. We don't need to have four members actively looking into the dashboard. We can validate things with one or two employees.

LogicMonitor has also helped to consolidate the number of monitoring tools we need. We had some third-party monitoring, four or five things, and they're all consolidated with LogicMonitor. The only exception is IBM Tivoli Workload Scheduler. But what we did was we integrated that via Slack. I'm not really sure why we weren't able to consolidate TWS. The plan is to get rid of TWS, but we could not do so immediately, until there is an alternate route. But apart from that, everything has been consolidated using LogicMonitor.

We were especially able to consolidate third-party cloud monitoring for AWS. There were discussions about how we could also integrate or combine Azure monitoring resources through LogicMonitor. The team has mentioned that it has plug-ins that it can use to combine that. We also had separate backup scheduling software, a tool that had separate monitoring, and that has also been combined with LogicMonitor.

And LogicMonitor has absolutely reduced the number of false positives compared to how many we were getting with other monitoring platforms. At a minimum they have been reduced by 50 percent. The scope of more tuning and going through the learning curve helped to bring it down. Within the first two or three months, we were able to bring the false positives down by 50 percent. That's a big achievement. That is the main reason we initiated this project of getting into LogicMonitor. There have been further talks internally about how we can eliminate them further, and bring it down by 70 percent compared to the false positives we were getting. That's our goal. So far, it has reduced the time we used to spend on them by 50 percent, both offshore and onsite, as we have an offshore team in India that works 24/7. We used to have multiple people in each shift and we have reduced that down to a single person in each shift. That's a big step in the right direction.

What is most valuable?

Tuning is one of the main components. We like to make sure that only the right alerts are escalated, and that alerts are being sent to the right members, as opposed to every alert being broadcast to everybody. The main thing is the escalation chains. We feel that is a very good thing, rather than sending all the information to everybody at each level. Having the ability to make those sorts of changes doesn't require you to do too much, out-of-the-box. You just need to create the basic entities, like who are the different people, who are the contacts, or email groups, and cover the data source and events which should be alerted.

Another feature from the technical aspect, the back-end, is the ability to allow individual users or customers to have their own APIs. They're able to make changes using the plugins covered by LogicMonitor. That is a very powerful feature that is more attractive to our techno-savvy customers.

In terms of basic functionality, from a normal user's perspective, the escalation chains and the tuning part that are embedded in LogicMonitor are the two most important things.

Among my favorite dashboards are the alert dashboards. Being a prod-ops team, we took the out-of-the-box alerts dashboard given by LogicMonitor and we have kept on tweaking it by adding more columns and more data points. The alert dashboard is something which is very key for us as a team. In general, it gives us more in-depth information about uptime, the SLAs, etc. LogicMonitor has done a good job of providing very user-friendly dashboards, out-of-the-box. There are so many things that we are still learning about it, how we can use it better, but the alerts dashboard is my favorite.

The reporting is something which I have explored, to send me an email every day with how many alerts, in particular how many critical alerts, there were. It's a good starting point. The reporting can be sent in both HTML and Excel and is accessible on the dashboard after you log in. These two things are very good. This is the first feature I looked at once we went live, because I want to know things on a day-to-day basis and a weekly basis. I activated the email feature because I want it to send daily, weekly, and monthly reports of my alert dashboard data.

We use LogicMonitor's ability to customize data sources and it's a must, because ours is a very heterogeneous, complex environment. Changing data sources is important for at least some of the deployments. For other organizations, it may not really be required to change the default data sources provided by LogicMonitor. But here, it was important to change them. That's where the capabilities of the embedded APIs really helped us. I'm not part of the team that makes those changes, but I worked actively with the teams that did, and I always got very positive feedback from them on how they would get the right answers from LogicMonitor. They had to make a lot of changes to the data sources, for each customer, and it worked out well.

What needs improvement?

There are a few things that could have been done better with the reporting. It could have a more graphical interface.

The dashboards can be improved. They are good, but there is a pain point. To show things to management, to explain pain points to other customers, to show them exactly where we can do better, the dashboarding could be better. Dashboards need to show the key things. Nobody is going to go into the ample details of Excel sheets or HTML.

Automation can also be improved. 

Finally, while this is a very good tool for monitoring and responding, if there was a way they could do something like PagerDuty or another third-party solution for alerting, integrate both monitoring and alerting, that would be an ideal scenario.

For how long have I used the solution?

I have been using LogicMonitor for close to a year. If I remember correctly, LogicMonitor was implemented in my organization as a replacement for Nagios. I was actively involved in that project right from the beginning of verification through going live. In the initial stages we may not have been actively using it, but we started learning about the tool and how to implement it about a year ago.

What do I think about the stability of the solution?

Overall, the stability has been good. We didn't have any issues during the phase after we set up and went live. 

The performance was also pretty good. We didn't have to wait for a response for any of the attributes on the dashboard or reporting.

LogicMonitor has the ability to alert you if the cloud loses contact with the on-prem collectors. We had a challenge within one or two months of deployment. The problem was the way we were using the collectors. We were actually using our Nagios server as one of the collectors. We were trying to eliminate that server altogether, because it was giving duplicate alerts.

Initially we had a challenge of not getting any alerts when the connection to the collector was lost. Later on we found that there was a routing table or there were some firewall changes that were needed. I would attribute that more the learning curve and what the best practices are.

Since correcting that problem, we haven't had an issue of any collector being down. There's no question about any of the alerting.

What do I think about the scalability of the solution?

The impression we got when we provided information about the number of servers, the number of end-users, and the number of networks that were part of Nagios back then, was that LogicMonitor said they could expand and double that, if things were to grow. There is scalability in that environment to support a big data buffer. So there should not be any problem with scalability.

In terms of DR, discussions are still going on as to what would happen if there were a disaster. 

As a whole, the organization has to use a monitoring tool. It could be Nagios, it could be LogicMonitor. There was a phase in which most of the schools were using both in parallel. But one after another, they are all happy to be using LogicMonitor. Usage-wise now, it's only LogicMonitor. Nagios has been cut down, so nobody is looking for any monitoring system apart from LogicMonitor.

There are some schools that still need to tweak it and tune it, because they have not given it much attention or have not really been required to actively monitor their solutions. We know where the priorities are, which school is the top priority and which schools were using Nagios more actively. But all the major customers that were using Nagios, once we unplugged it, have been happy with the LogicMonitor implementation. There are a few schools which are not actively using any monitoring system. They may get to the stage of actively using it, but, university-wide, everybody is using LogicMonitor. There is no other monitoring tool out there.

How are customer service and technical support?

We have evolved and have kept on making changes, as per the requirement of the customers and one good thing about LogicMonitor is that it has a very good support system. We have had chat sessions with them to ask questions which help each school, and the IT organization as a whole, to evolve a better monitoring and alerting tool.

The way LogicMonitor support responded during our initial setup was amazing. That's something I really enjoyed a lot. They never said something like, "This question should not be asked," or "This question is not a candidate for the chat session." For every question we would get a reasonably quick answer which we would be able to implement right away. They would also log in remotely and help if something was something beyond an individual's capability. That helped to migrate and complete this process in a quicker manner. LogicMonitor has a very highly talented support team that can answer the questions and help the customer right away. It's been wonderful.

I don't see that happening with all vendors. With other organizations, when you submit questions in the chat session, they'll take the request and they'll say, "Okay, we'll get back to you." LogicMonitor — and it's a differentiating factor — is there to provide solutions right away, rather than putting it into their ticketing system and escalating to level-2 and to level-3.

I really don't know if that level of service is only for specific customers, based on the contractual terms and conditions, or if it is the way they do it for everybody. If this is the way they do it for every customer, they should definitely be very proud of the way they are doing it. Their team is there to help support the customer instantly, versus taking their own sweet time.

I would encourage LogicMonitor to continue that same level of expertise, of people being there 24/7 to support customers. That would be a big differentiating factor compared to competitors.

Which solution did I use previously and why did I switch?

The main reason for migrating to LogicMonitor from Nagios was to eliminate the noise of alerts. It may have been because alerts were not properly tuned, but the visibility with Nagios was not complete. It became a bottleneck. 

Only one or two people had active access to tune things. If anything had to be done, there was just one guy who had to do it. We wanted to move towards a self-managed model. LogicMonitor is a solution which can be in that category, once it's deployed and there is a transfer of knowledge to each school.

We want each department to self-manage: manage their own dashboards and create their own reports based on their requirements. If they have a new device coming up, they can spin up a new AWS instance and onboard that, etc. It's the initial phase which is going to be challenging. But once we have the handover call with the individual customer, it's going to be easy, and that was not possible in Nagios.

We also wanted to have a proper escalation chain, which was not present in Nagios. That's something we have made use of in LogicMonitor.

Finally, we switched to use fewer resources and to speed up turnaround.

How was the initial setup?

The initial setup is complex. It's too picky. I'm a hands-on technical guy, although I don't call myself an SME, but I know everything right from networking, servers, databases, firewalls, to clustering, support, and operations. The initial phase is definitely a little bumpy for somebody who's not completely technically savvy. I understand that it's because there are so many features involved, and there are so many ways for onboarding and using the custom APIs, etc. To me, LogicMonitor, looks like too much of a technical-savvy company. There's good and bad in that. It depends on how you look at it.

The automated and agentless discovery, deployment, and configuration are good. We used that a lot initially. They did a good job with that. One thing that could be done is to make the naming conventions — adding different names like the IPs, the DNS lookup — a little better. They could eliminate some of the duplicate entries when you're onboarding it. I saw a lot of duplicate entries, which goes into the licensing. Apart from that, the way they provide a template or a flat file to the system for onboarding is good.

As for monitoring things out-of-the-box, it seemed that our database team spent more time in configuring stuff, whether MySQL or Oracle, etc. Now, LogicMonitor has come up with a very easy way for configuring and monitoring database components out-of-the-box. But that's something which I felt was a little bit of a pain point. I don't know whether it was that our team made it more complicated or LogicMonitor didn't handle it out-of-the-box.

Apart from that, LogicMonitor has done a good job of out-of-the-box monitoring of the basic resources within the servers — memory, CPU, disk configuration, etc. — as well as for HTTP, the web components.

While I wasn't actively involved in the planning for the implementation, I picked up things from the team which was actively involved in planning and implementation. The process was primarily to engage with LogicMonitor. Our team — the product owner and team members — worked together and was in touch with LogicMonitor to gather all the existing features that were available and how we would make use of all that. That was the initial phase during which we got to know the product completely.

We mapped all of the devices which were in Nagios to make sure we onboarded everything that was in Nagios to LogicMonitor.

We had several internal discussions where we told the schools how we were actively engaging with LogicMonitor to make sure that we would go in phases. The initial phase was knowledge-transfer, the second one was to onboard a school, or at least one application, to make sure that it was tested completely and then remove that from Nagios. We took time to make sure that they were getting proper monitoring and proper alerts, out-of-the-box.

While doing that, we found that there were a few things which were not properly configured in LogicMonitor, compared to Nagios. The goal was to improve on Nagios, minimize the false alerts, and have better features for reporting, dashboarding, escalation chains etc.

We had six to seven people actively involved in the process. Two to three were purely technical, and made use of LogicMonitor support very extensively, especially for some of the customized activities like using custom APIs. From the LogicMonitor side, there were two to three members from the front-office who were actively involved, and on the technical side they designated a couple of people whom we could directly contact on a day-to-day basis. We had a daily, separate session with each of our teams, like networking, business, operations, and DevOps, so that each team could ask questions about its pain points and get better information so that we could do things ourselves and, for things that were beyond us, to learn how they could help. We had a month of one-on-one sessions with them, every day, for two or three hours.

When we initially started the engagement with the LogicMonitor team, they came onsite to run a one-week session with all the key stakeholders: the customers, the technical team, and back-end operations team. That was a very useful session that helped kickstart things. At that point, not everybody knew completely how LogicMonitor works and how we could plan to migrate from Nagios to LogicMonitor. What were the things that we could retain? What were the things that we could just ignore? Overall, the exposure to LogicMonitor during that one-week phase, in terms of customer-engagement, was really a great experience for me. We also had the ability to quickly use the chat session online and ask questions.

The implementation team's role and its way of engaging with the customer was amazing. That's something which I really appreciated. That helped me. Once the engagement was over and the contract started, the online support was available. If we had a problem, we could type in our question or our problem right away. The support team would respond and fulfill our requirements. They would fix the problem.

Our deployment took two to three months. That includes the visits by the LogicMonitor to do some knowledge transfer and give hands-on experience to some of the key stakeholders. But during that time, not all places within the university were onboarded. Some schools were not really interested. I don't think they were properly updated. That was something that was more of an internal issue, because we were doing our own "selling" to tell them what the differences are between LogicMonitor and other things. We had to tell them that Nagios was going to be pulled and that they would be completely in the dark if they were not moving to LogicMonitor. So during those three months, there were still quite a few schools which were not migrated to LogicMonitor or didn't onboard all of their resources. But the majority of them were done in three months.

In terms of maintenance, we have three to four people involved. One guy was actively involved in the Nagios implementation and its maintenance. He was part of decommissioning that and completely taking ownership of LogicMonitor's technical aspects. One person is the product owner who interacts with all the stakeholders, the different schools, to make sure that they have their requirements met using LogicMonitor. One is a manager. And there is a person from the business point of view, who provides his pain points, and what they're seeing on a day-to-day basis. So those four people are actively dedicated — I would not call it to maintenance — but to the day-to-day LogicMonitor stuff.

There are the users as well. Each school has its own applications and services that they offer internally. I don't have exact numbers but there are about 20 of them.

What was our ROI?

It allows us to accomplish more with less by minimizing the false alerts.

And by giving the "keys" to the individual owners, it makes things faster.

Also, as I mentioned, we don't need to have as many people in each monitoring shift, in the 24/7 environment. Previously, we had alerts that went to everybody and everybody was up and looking into why we had a given problem. Now that we are splitting the problems into different buckets, we are not tapping into all our resources' time. That's an area where we're saving. As a rough ballpark, we are saving about 50 percent of the resources from an operations perspective.

What's my experience with pricing, setup cost, and licensing?

We have a separate team involved in licensing. I wasn't involved in that.

Which other solutions did I evaluate?

I believe they evaluated two or three other tools, but I was not part of that process.

What other advice do I have?

For the initial phase, rather than having only one or two functional guys participating, it's always good to have one or two technical folks in the discussions. That helps a lot. You don't want surprises if an organization decides to go live with this tool, and then realizes that technical things are not on board with the ideas of the functional team. That's something I can say based on my journey and experience.

Another thing that is important is to keep on having internal conversations; that you value and give importance to everybody. It's good to educate them. Use the help of the LogicMonitor support team for internal question/answer sessions and do anything that will help them feel more comfortable. It's not about two or three members being really happy with this. LogicMonitor is something which can only be successful in automation if all the key teams and team players are on the same page.

The biggest lesson has been how we could make everybody be part of the mission. Previously, monitoring used to be in the hands of one or two, and each of them had a lot of overhead to deal with. But by doing this, we have reduced the complaints from individuals and each stakeholder. They know how they're configured. They know what the escalation chain is, so they're confident. If there is something not working, it's because of the way they have it configured.

By doing this we have minimized the internal noise. We have given everyone the opportunity to know the pain involved in monitoring and what it takes to have a better monitoring system in place, and how each person can contribute and think outside the box. They know how to put into place the right parameters and the right numbers. Previously, 70 or 80 percent of things were escalated internally. There was no involvement of the particular customer. If there was a problem for a team, it was somebody's problem, not their problem. Now, it has all become their problem. This is a very high-level benefit of using tools like LogicMonitor, which involves everybody more.

I would give LogicMonitor an eight out of 10. There are a few things that LogicMonitor is also learning from their experience with the customer. Most of the customers are giving feedback to LogicMonitor for improvements and to make changes. I'm sure that very soon it will be a 10, but at this point in time, from my experience and journey, it's an eight.

Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
Learn what your peers think about LogicMonitor. Get advice and tips from experienced pros sharing their opinions. Updated: October 2021.
543,089 professionals have used our research since 2012.
DD
System Engineer at IFM Efector, Inc.
Real User
Top 10
Provides extensive out-of-the-box monitoring and gives us the ability to tweak everything to get meaningful alerts, reduce false positives

Pros and Cons

  • "One of the things that I really like about the LogicMonitor solution is that it has a whole bunch of things, data points, that it can monitor. They're called DataSources, and it has an amazing amount of devices it can monitor that are pre-built into the system You can customize them if you need to. You can change the thresholds and a whole bunch of different things with them. You can even create brand new ones if you need to, if the built-in data sources don't satisfy your requirements for the technology that you want to monitor."
  • "The solution also has a variety of dashboards... They actually have a repository of a whole bunch of different ones, which is really nice... what's really cool is that you can grant somebody access to a dashboard without giving them full access to the rest of the system. You can provide a really nice, high-level dashboard to your executive team, so they can see what is, red, green, or yellow, without having to really get into the nitty-gritty of the technology..."
  • "We explored a couple of other products as well. None of the other products had a customer engagement team like LogicMonitor does."
  • "With the email alerts that we get, it would be nice if the subject line were a little bit smaller, and if it showed the system that is out as the first thing. Sometimes you have to open the email to see what that is."

What is our primary use case?

We have a network that comprises a bunch of Windows Servers, Linux servers, CentOS, and a variety of network devices, such as Cisco routers, Cisco switches, Riverbeds, and some VeloCloud. We use the service to monitor and alert us to any potential issues that we may be having. We also use it to do some pink tests and to monitor the availability of some websites as well.

The whole purpose is to give the IT team a heads-up, before the user base is aware of an issue. There are different levels in the system from "warning" up to "critical" that can let us see that a situation might be developing, that we might be having a problem with a system. We can proactively take care of it before it transitions to a level where it might affect our users and prevent them from doing their daily work.

How has it helped my organization?

It gives us a really good, high-level window into what's working and what might not be working — if anything's building up or having recurring issues. The nice thing about it is that the more you use it, and the more that you get alerted on various things, and thus, the more it allows you to proactively fix things, the more reliable your network and the devices that you're monitoring become. You're taking care of problems ahead of time versus after the fact.

We started out having it alerting on a lot of stuff. We were just watching the alerts to see what they were. Then, we would fine tune them to bring down the threshold of some that were just chatty, or that were just normal and that might have been a little bit too sensitive. After a couple months, we got the solution really finely tuned, and we also fixed a bunch of issues in our environment. Now, when something pops up in LogicMonitor, it's definitely something that we have to take a look at and start working on. And that has made our infrastructure, on a daily basis, extremely reliable. A reliable infrastructure means that our employees can do their jobs without having to worry about the technology that they're using to do them.

In addition, the solution reduced the number of false positives compared to other monitoring platforms. It's the configuration of the tool that allows you to do that. You can really tweak the thresholds in any data point. Companies may be using the same technology, but what might be acceptable for us, in terms of the level of errors that we're getting, and that we know aren't going to cause an issue, might be at a higher threshold than they would at a different company. You can customize those things based on your actual environment. That can rule out the false positives. You'll only get an email when it's an outage and you will only get a warning when it's gone past a certain level that you have determined.

A lot of the built-in things are pretty dead-on and you don't have to tweak them. But there are certain things, like monitoring disk space, where you will have a different level for a warning threshold that you think is important. Or it could depend on the size of the hard drive. Sometimes, doing a disk warning by percentage doesn't help you as much and the actual amount of gigabytes left might be more appropriate. You can tweak those settings to be more precise for what you do. That really significantly reduces false positives, which means you're only being alerted for stuff you need to work on, versus trying to go through a whole bunch of stuff that is information and that is not an issue. We're at the point where everything that's in our system is relevant. I would estimate there has been a 25 percent decrease in false positives, compared to some of the other solutions out there. 

The flip side of that is that, with the other solutions, we were missing stuff that was important.

We use the solution's ability to alert if the cloud loses contact with the on-prem collectors. We get a text message every 30 minutes if that connection is broken. On top of that, we have collectors at two physically distinct locations. If for some reason the main location loses connection to the internet, but our internal networking is okay, everything will failover to the other physical site and it will continue to upload the polling information to the LogicMonitor cloud. We'll know that we have an internet issue at the main site, but that everything internally, and all of our stuff, is actually working. But if we lose both, or if a collector goes down, we do get a text message every 30 minutes saying that we're having an outage. We can look into whether it's a LogicMonitor issue or if it's something that's a bigger issue on our side.

I'm not always sitting in front of a computer screen and looking at the dashboards. For critical stuff I can get an alert in the middle of the night if a system goes down. It will wake me up and then I can take a look at it and I can fix it. Fortunately, for the majority of our sites we're not a 24/7 shop. If there has been a problem off-hours, the alerting has allowed us to see it and know about it when we haven't been sitting at our computers. We can get it fixed and when our employees come in, first thing in the morning, they have no idea that we had an outage the night before because of it. It's a huge advantage.

What is most valuable?

It's an alerting system, so one of the most valuable features is the ability to get meaningful data from our stuff, quickly. It lets us know when we're having a situation. 

One of the things that I really like about the LogicMonitor solution is that it has a whole bunch of things, data points, that it can monitor. They're called DataSources, and it has an amazing amount of devices it can monitor that are pre-built into the system  You can customize them if you need to. You can change the thresholds and a whole bunch of different things with them. You can even create brand new ones if you need to, if the built-in data sources don't satisfy your requirements for the technology that you want to monitor.

There's a lot of custom work that you can do with the solution, but if you're not a programmer, you don't need to. You can just input the type of devices that you want to monitor and make sure you provide the system with the proper authentication to be able to monitor them. And it is read-only monitoring, so that you don't have to worry about it making a change. Then you can set up and group your infrastructure very well to get a bunch of meaningful alerts and you can have reports set up. It's a very in-depth solution.

The solution also has a variety of dashboards. I just attended a training webinar they had in which they went over some customizations on the dashboards. They actually have a repository of a whole bunch of different ones, which is really nice. I'm going to download some of them and add in the proper stuff that I need for them to monitor devices. 

Right now, we're primarily using a couple of dashboards that separate our devices out by server or network infrastructure. We also have a dashboard that separates out the equipment based on the location: if they're in our main data centers or they're in a smaller office. And we have a really nice dashboard for our Microsoft Exchange environment as well. I'm going to add in some more dashboards, since we're a big VMware shop. They have a couple of dashboards for VMware, and there are some others that I'm looking into bringing in as well. 

Overall, the dashboard capabilities are really nice. You can set up reports and email alerts from them. Normally, I have one window open that has two dashboards open all day long so I can see if anything's going on. At the moment, I have a big responsibility for Exchange, so that's my favorite dashboard. In addition to that one, we just created our own overview for all of our stuff. So those are the two that I use most. They give me a really good pane of glass, a quick look at anything I might need to jump onto and take care of.

And what's really cool is that you can grant somebody access to a dashboard without giving them full access to the rest of the system. You can provide a really nice, high-level dashboard to your executive team, so they can see what is, red, green, or yellow, without having to really get into the nitty-gritty of the technology behind how everything works or what the actual situation is. But they can always click on it and see what is actually alerting.

In addition, the overall reporting capabilities are very good. It has a variety of reports that are built into the system and they're very easy to customize. You can take an existing report and modify it to pull in a whole bunch of other stuff. The other thing that is very nice is that you can set up report groups. You can have a bunch of reports grouped and you can send that group of reports to a certain set of people. Our company isn't as report-centric as some other companies are. In other companies, middle management and upper management really like to get reports on a regular basis to see how everything that they're spending money on is running. LogicMonitor is very customizable. You can do a lot through just configuring stuff, without having to be a full-on programmer. But if you want to do some flat-out programming, there is endless customization through that.

The email alerting is very good. It has a link that can take you directly to the alert. From that, you can either acknowledge it or put something into service downtime, if you know it's going to take awhile. And you can forward it to somebody else. 

The mobile app for phones is also very nice. You can use that or you can just go to the webpage, using whatever web browser you have on your mobile phone.

I also really like LogicMonitor's automated and agentless discovery, deployment, and configuration. That was another big selling point for us. I really like how they use a collector and how the collector is a server that's inside our environment. It pulls all the information from our machines, based on credentials or SNMP, and it sends it up to their website, so it's a one-way push. There's nothing from the cloud pulling things out of our environment. The collector is behind our firewall and it's completely secure. I really like the fact that you can add a server, for example a Windows Server, and give it the proper credentials so it can read the data it needs to pull from it without having to install an agent on that server. The same is true with routers and switches, doing everything over SNMP and the OIDs that it can pull. It's very powerful because it allows you to deploy much faster. 

You can also use the solution's discovery tool to discover and make sure you didn't miss anything. When you have to use an agent, that requires a lot of manual time and input. And if you didn't install an agent on something, then that device isn't being monitored. The way LogicMonitor works, with its agentless setup and with its discovery, really helps make sure you're not missing anything. It helps you deploy and get everything into the system very quickly and effectively.

What needs improvement?

With the email alerts that we get, it would be nice if the subject line were a little bit smaller, and if it showed the system that is out as the first thing. Sometimes you have to open the email to see what that is.

For how long have I used the solution?

We've been using it since 2018, so we're going on three years.

What do I think about the stability of the solution?

The stability has been very good. No issues. I can't recall, in the entire time I've used it, where it has had an outage. They give us a good heads-up and an amount of time when they're going to perform an update on the system. With the redundancy and high-availability that they have on the back-end, none of their upgrades has affected our system or kept it from working.

What do I think about the scalability of the solution?

Depending on how many devices you're monitoring, all you have to do is add more collectors. If you start seeing that you're having performance issues with the collecting of the statistics from the one collector, it's very easy to go into your web portal and download a new collector and deploy it. You can immediately start spreading the load between them. Anytime you add a new collector, you can also set up failover statistics for. If, for some reason, when you split the load between them, one of them has an issue and goes down, you can have everything transfer over to the second one. It won't run as well because the reason you deployed two in the first place was because you were trying to spread out the load, but it will handle it for a short period of time. And when the first one comes back up, it will divide all the tasks back out.

It's very easy to do. There's a section in the portal for you to go to your account settings and then go to collector settings. That's where you can pull one down. You click on the "add" button and you can add a new collector. You can also add collector groups, which is nice. You can have multiple collectors in a collector group monitoring the same stuff to help do your load. And you can actually have failover between collector groups. If one collector group is unavailable, everything can switch over to the second collector group.

Which solution did I use previously and why did I switch?

LogicMonitor hasn't really consolidated the monitoring tools we need, but we were having issues with the brand we were using, WhatUp Gold. Their latest updates really broke the system and it wasn't functioning well. The whole purpose was that we were very dissatisfied with WhatsUp Gold and we were looking for a solution to replace it. We used LogicMonitor to do so.

I've used some other monitoring tools in the past and I've found that LogicMonitor is far superior. We weren't using multiple tools beforehand but we did 100-percent replace the single tool we were using with LogicMonitor because it was just incredibly superior.

How was the initial setup?

The initial setup was pretty straightforward. We went through a bunch of meetings and they helped us get into the system and do everything that we needed to do. Deploying a collector is in the documentation they have and, for somebody who has been in the industry for a while, it's very easy to do. And built into the top of the webpage are two links: support and training. They have a lot of really good self-serve documentation for the system as well.

The deployment took about two months, but that was because we were doing a proof of concept. During that proof of concept we were vetting the system and making a decision about whether we were going to spend the money on it. The amount of actual time spent was about an hour, once a week for a period of time, but not all of that hour was spent on the technological requirements of what we were doing. Some of it was just meetings with the team and their team meeting with us and asking us questions about other stuff we might want to monitor, and what we thought so far about what we were currently doing.

Something that is really nice with the LogicMonitor is that when you first engage with them, they will set up a proof of concept for you and build out your environment during the proof of concept. In our case, when we decided to go live with LogicMonitor and engage in a contract with them, the environment was about 80 percent done. That was really nice. The proof of concept became the majority of our actual solution that we use every day now.

That's something that a lot of the other companies don't do. SolarWinds, for example, is a nightmare. They let you download the product and then you have to figure out how to set it up and configure everything. They don't have any type of deployment team. They tell you, "Well, if you have any issues, just go to our forum and/or call tech support." You can spend months trying to get SolarWinds working, whereas LogicMonitor has a really good engagement team and they partner with you to make sure that the product is doing everything that you want it to do.

That was a huge selling point for us. We explored a couple of other products as well. None of the other products had a customer engagement team like LogicMonitor does.

In addition, the solution monitors many devices out-of-the-box. It was able to monitor 

  • Windows Servers
  • VMware and vCenter for all of our virtual infrastructure
  • the actual ESXi physical hosts
  • all of the virtual machines that are on our VMware servers. 
  • our firewall
  • our wireless access points
  • routers
  • switches
  • LAN optimization devices — Riverbeds

Believe it or not, we actually monitor our Liebert Air Conditioning system with it. It can do that via SNMP. That was a big surprise, that it could do it out-of-the-box. And that is something that it helped us centralize. We stopped using the Liebert system to monitor the Liebert and we now use LogicMonitor for that. We get the data pulled from it and we just look in LogicMonitor, and/or get an email, if there's an issue with humidity, temperature, moisture, etc. It helped us consolidate down from using that as an external device into LogicMonitor.

What was our ROI?

We have absolutely seen return on investment with LogicMonitor. We have a very good, stable environment as a result of LogicMonitor, and the information that it provides us keeps us on top of our game, making sure that our environment is operating at peak capacity.

What's my experience with pricing, setup cost, and licensing?

Pricing seems to be on par with other solutions. For what we get, I think it's a very fair price. They do it based on devices and they have certain levels of the types of monitoring inside those. I haven't gone back and really looked at the differences there, since what we're subscribed to is working well for us at this point.

What other advice do I have?

I can't think of anything at the moment that I would like to monitor that I can't. Because of the flexibility of what you can monitor with LogicMonitor, it has everything covered that my company uses. I literally don't have a feature request, something that I would like them to add. I have other products where I've definitely been asking them to add some stuff into the roadmap. But I haven't needed to ask LogicMonitor to add anything to the product.

I would give it a 10 out of 10. I've used a bunch of products in my IT career and the overall daily use of this product is fantastic. The customizability of it, and the ability to tweak everything so you're getting meaningful alerts and removing false positives, are absolutely incredible. The things you can monitor out-of-the-box are pretty extensive and, for most places, will probably cover what they have. But if you have anything customized that's outside of that, you can add it. It has a programming language where you can add your own data sources. The ability to group everything is really good. 

The one thing that I really would like to harp on is that the way they do a proof of concept, and given the engagement with the customer, the solution is really ready to go by the time you commit to giving them money. A lot of other solutions for this just don't have a good deployment team involved in it, and if you have a moderate solution that isn't deployed properly, it's not going to be a good solution for you.

Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
Philip Reeve
Technical Director - Cloud Services at Harbor Solutions
Real User
Top 20
We went from nothing to full visibility across our internal and external estates of equipment

Pros and Cons

  • "We only have one monitoring tool, and that is LogicMonitor. It does pretty much everything we need under one roof. They are very good at rapidly releasing new features. It's not like we have to wait six months or a year between new features and data sources. There is very quick development. If there is something that doesn't do it for us, I know I can just raise it with support or our delivery representative, and there is a good chance that that will be looked at. If it's not too much effort, we will see it released in the next few months. So, the solution is very good from that perspective. We have everything in LogicMonitor."
  • "Their Logs feature is quite new. It is not as feature-rich as we would like it to be. There have been a couple of conversations internally around other log management tools, like Splunk, which may do more for us than LM Logs. The benefit of LogicMonitor is that our staff know how to use it, so we don't really want to move away from it, if we don't have to. I fully expect there to be more development in this area. It is their newest feature, so it is understandable that it hasn't evolved as some of the other stuff. It would be good to see a bit more development in this area, but I think the monitoring side of things is spot on."

What is our primary use case?

We use it to monitor the performance and health of all our internal IT systems in our data center as well as our customer equipment that we have out on customer sites. We have our own stuff in our own data center, but we also have hundreds of devices out on our customer sites where we need to monitor and manage the health and performance of them.

How has it helped my organization?

Before we were using LogicMonitor, we didn't really have visibility on a lot of things. We went from almost nothing at all, e.g., no visibility on things, no good monitoring, and not being alerted or aware of problems when they would arise, to putting in LogicMonitor across our whole estate and customers' environments now. This has meant that we have been able to centralize that function. When something goes wrong, we can react to it quickly. We can resolve it before it impacts our customers. That is massively important.

We went from nothing to pretty much full visibility across our internal and external estates of equipment, which has been massive for us in terms of being able to resolve problems faster and provide better customer service to our customers. At the end of the day, our customers pay us to be on top of their stuff. LogicMonitor helps us do what we are supposed to do for our customers. So, it is very good from our perspective.

We only have one monitoring tool, and that is LogicMonitor. It does pretty much everything we need under one roof. They are very good at rapidly releasing new features. It's not like we have to wait six months or a year between new features and data sources. There is very quick development. If there is something that doesn't do it for us, I know I can just raise it with support or our delivery representative, and there is a good chance that that will be looked at. If it's not too much effort, we will see it released in the next few months. So, the solution is very good from that perspective. We have everything in LogicMonitor.

We monitor stuff that is on-prem and in the cloud. It is very good comprehensively for that. It is brilliant. I could probably only count a couple of times where there has been something I have needed to monitor that hasn't had a data source or something in LogicMonitor. It is only niche products where I guess it wouldn't necessarily make financial sense for them to actually develop something for this at the moment. For example, we started using a fairly new product, which we rolled out for a lot of our customers, and noticed when we first started using it that there were a limited amount of data sources in LogicMonitor for it. Over the last couple of months, that has been developed significantly. Generally, if it doesn't do something that we want it to do, there is a chance that it will do it at some point and that process is usually quite quick. 

We are very happy with it from a future-proofing perspective. With the amount of updates that LogicMonitor pushes out, I have no concerns that LogicMonitor won't be able to keep up with them as the IT environment changes for our customers and ourselves going forward. It will be great for that.

What is most valuable?

There are a lot of valuable features. The product is probably one of the best-featured products in terms of its usability. It is brilliant. The in-depth graphs are really good for visualization. Remote access to devices through the LogicMonitor portal is really good from an ease-of-use perspective. Also, it is very secure.

LogicMonitor bought a company called Unomaly and integrated their log analytics into the LogicMonitor portal, which has been very good for us. Although we have a very big technical team, our internally facing IT team is quite small so having a product that is very easy to use is really important for us. We don't have loads of people who are experts in every individual product that we have. We have people that need to be skilled across a large number of products. So, the usability is very good for LogicMonitor.

We definitely use the Dashboards feature. We generally construct the dashboards ourselves, so we don't use the template ones that LogicMonitor provides by default, but we do use the Dashboards feature for our own dashboards. The templates are good examples of what you can do with dashboards, but they don't tend to meet a lot of our requirements, so we tend to do them from scratch.

We use the Dashboards feature for some of our service reviews and things for customers. We will present a dashboard to a customer when we do a review with them to show them graphs and stats on their solution. 

We use dynamic thresholds within the AIOps functionality. It is good because there are a lot of times when our customers have things fluctuate. This means that we are not getting alerted for stuff all the time, e.g., every time it just goes slightly over a threshold. So, the dynamic thresholds means that we're just able to react a bit more appropriately rather than just logging issues with customers when they are not really issues.

LogicMonitor has given us visibility into issues that we didn’t even know existed. It picks up on things, like failed power supplies or disks running out of space.

What needs improvement?

Their Logs feature is quite new. It is not as feature-rich as we would like it to be. There have been a couple of conversations internally around other log management tools, like Splunk, which may do more for us than LM Logs. The benefit of LogicMonitor is that our staff know how to use it, so we don't really want to move away from it, if we don't have to. I fully expect there to be more development in this area. It is their newest feature, so it is understandable that it hasn't evolved as some of the other stuff. It would be good to see a bit more development in this area, but I think the monitoring side of things is spot on.

For how long have I used the solution?

I have been using it for three or four years. I used it across two different companies. So, I used it at a previous company, then I moved to my current company. We have had it in my current company for two or three years.

What do I think about the stability of the solution?

Stability is pretty much perfect. I don't think I have ever seen a problem with it. I don't think I have ever had an issue where I needed to roll anything back or tried to log in and it has not been available. It is pretty spot on there.

What do I think about the scalability of the solution?

For what we have done so far, it has scaled perfectly. We are by no means one of their larger customers, 100 to 450 devices, and we have not really had any issues with scalability from that perspective. I don't know what it is like if you are monitoring tens of thousands of devices, but scalability has been perfect for us.

We probably have about 20 or 30 internal users who log into LogicMonitor and do things within the tool. They are largely hands-on technical staff, and there are probably a couple of more management or service delivery roles in there. Service delivery is customer success, doing reviews with customers to make sure they are happy. Usually, they just use the dashboards feature for that. As a service provider, the majority of our staff are technical engineers who either support customer environments, therefore looking at alerts and things within the tool, or they are using it to access customer solutions. 90% to 95% of our technical staff are using it.

It is used across our entire business. It is probably one of the tools that we centrally revolve around. It's becoming a pretty core part of our business, and we do have plans to increase our usage. 

At the moment, we have a commitment of 350 devices. We are slightly over our commitment, but I just had a quote from our account manager to increase to 450 or 500 devices. We just wanted to see a quote just to see what the volume discounts would be on each level.

It depends on the sort of customer that we win as to how many devices that we might need. For one customer, we might end up needing five devices, but for another, we might need 50. At the moment, we are looking at ramping up to 450 to 500, but that scales every time we win a customer. Over time, I suspect it will keep going up. Hopefully, it doesn't go down. If it goes down, we are losing customers. 

How are customer service and technical support?

The technical support is brilliant. You get different types of tech support people at different companies, and LogicMonitor got it right in terms of the type of people they have and the way they operate. They have good channels for how to communicate with their support staff. Every time that I have dealt with someone from support, they have been really helpful. If you ask a question, you generally get quite a comprehensive answer. It will not only answer your question but also provide information on how they came to that conclusion. So, next time, if you see something similar, then you are able to resolve it yourself. I think their support staff is very knowledgeable. I have had no complaints about any ticket that I have ever logged with them.

Which solution did I use previously and why did I switch?

One of the things that I did when I came into the company was to put this solution in place because they didn't have something.

It is one of those tools where you start using it and see how nice the graphs are. I have used other monitoring tools in the past, and their graphing has just been awful. Once you see LogicMonitor and start using it, you realize how easy and nice the application is to use.

How was the initial setup?

The initial setup is straightforward. There are not too many steps. The process for doing it within the portal is very easy. It is step by step. It is very simple to do and understand. The steps are very clear and well written. It doesn't take long. The installation of the collector does not really have any settings to put in. It is just opening the installer and clicking "Next" a few times. Deploying a collector to a site takes five minutes. 

The initial deployment is a gradual thing. Our IT estate has grown considerably since we started using LogicMonitor. When we put LogicMonitor in, we probably had less than 100 devices. Now, we are already looking at uplifting our commitment to 450 to 500 devices. We have gradually grown it, so we haven't necessarily had to do a complete rollout for 500 devices in one project. We have been adding 10 to 20 a month. It doesn't take long at all. It's not something that we are looking at how to streamline, because it is already so quick.

LogicMonitor reduces new customer onboarding time because the collector rollout process takes us a couple of minutes.

What about the implementation team?

We can drop a collector onsite for a customer, and we can pick up everything or select things that we need. It is very easy deployment-wise. This is really important to us. One of our current goals as an MSP is to always reduce the amount of time that it takes us to roll out solutions for customers. The quicker that we can deliver something, the quicker that we, as an MSP, can bill it. Also, the quicker we can get the cash into the business, the better for the business. Being able to drop something on a customer site and very quickly get everything added massively reduces the time it takes us to roll stuff out, which is really good for our business.

The way that we use LogicMonitor is probably a bit different to how some customers use it. We configure, install, and roll out appliances to customer sites. Installing LogicMonitor on the appliances is part of our build process. As we build the appliances in our lab, we install the LogicMonitor agent on something, then it gets shipped out to the customer's site. So, it is built into our build processes. Strategically, it is part of that. Our general strategy for rolling out is nothing special because we have done it over time.

General maintenance of the solution deployed on a customer site is pretty much nothing. Because we auto-upgrade all the collectors on customer sites, so we don't have to do anything. 

This does not really have anything to do with LogicMonitor, but we spend quite a lot of time just generally maintaining alerts within the tool, because we constantly need to change the thresholds of things. We get an alert for something, then we realize, "Actually, no. We don't need to monitor that," so we have to turn it off or change when we are alerted to something. From experience, that is something you have to do with any monitoring tool. You can't expect to install it and then never have to do anything with it. It is probably where we spend most of our effort maintaining it.

What was our ROI?

If we had other tools that were more complicated, we would need to hire more staff, and then our staff costs would be higher. Therefore, the costs of the products or services that we sell to our customers would then, naturally, have to be higher. Having a wide number of features under one product, which are very easy to use, means that we don't need to have highly skilled expert people running the solution. It can be run by more junior members of staff, and we don't need to have a lot of different products and software, which would increase our overall costs, which we would then have to pass on to our customers.

LogicMonitor saves us time. If there was a problem and we didn't know where the problem was, we would potentially spend hours of time trying to locate where the problem was. Whereas, LogicMonitor helps us pinpoint where problems are. Instead of spending hours looking at something and finding out if it is an issue, we might spend minutes instead.

LogicMonitor reduces mean time to repair. If we didn't know where a problem was or weren't able to pinpoint it, we could spend hours or days, potentially, looking for the cause or source of a problem. Whereas, with LogicMonitor, we can do it in minutes or hours, depending on how complex the problem is. It probably halves, if not more, the length of time it takes us to get resolutions.

What's my experience with pricing, setup cost, and licensing?

We include costs in our pricing for the monitoring and management, but the LogicMonitor name probably doesn't have too much to do with that, but that's just because of the way we work.

We are on an enterprise license plan, we are paying $7.75 per device a month. That is for a commitment of 350 devices. Anything that is over the 350 is charged at 1.2 times the rate; 1.2 times $7.75 would be the overage charge. We are looking at increasing our commitment to either 450 or 500 devices. It changes our pricing if we go to 450 devices, bringing it from $7.75 down to $7.70. If we go for 500 devices, it brings it from $7.75 down to $7.50. We will probably factor in the volume discount drop from $7.75 to $7.50 in our decision of whether we uplift or not. We also have some cloud monitors, which are about $500 a month.

There is another feature of LogicMonitor that we would quite like to use, but it is quite expensive for our use case. It is called LM Config. We would have a very light use case for it. Therefore, I don't think that we could justify the cost of that at the moment. It is something that we would like to use, but it is just a bit expensive. 

It is definitely not the cheapest tool. As we scale, as a relatively small business, there are times when I think, "Should we monitor that?" or, "Should we do that?" because of the price of the devices. However, it is so good that we are not really looking at doing anything else.

Which other solutions did I evaluate?

I had evaluated LogicMonitor at a previous company, which was a much bigger company. It was a company where it was a lot harder to make purchasing decisions. When I moved companies, I had already seen LogicMonitor and how good it was, so I didn't look at anything else. I just knew we wanted to use LogicMonitor.

If people are comparing something based on price alone, I would still say, "Do a trial. Look at some of the extra features that LogicMonitor provides," because we have found that it does more for us than just monitoring. We use it as our remote access solution to things as well, which means that we were able to get rid of another product that we were paying for in favor of LogicMonitor. So, we have consolidated two requirements into one. Even though LogicMonitor might be more expensive than another solution, we have saved overall.

What other advice do I have?

Go with LogicMonitor. Definitely, do a trial and test out the functionality.

We don't really use that many legacy tools. We are a fairly modern company in that pretty much everything we use is software as a service. So, LogicMonitor fits very nicely into that for us. We don't use products where we have to install them on servers. Everything that we use is cloud-based, and LogicMonitor is cloud-based. So, it is great from that perspective. We don't really have legacy apps, so LogicMonitor fits very nicely into that.

We actually don't use a large number of the integrations, and that's not necessarily because we don't want to. It's because we don't have some of the products that it integrates with, but we are looking to put some of them in largely because LogicMonitor has integrations with them. A good example of this is our support desk system at the moment is a certain product, but we're looking specifically to put something like ServiceNow in because LogicMonitor integrates with it. Doing that would mean that we can reduce the amount of effort on our support teams having to manually pick up things and log them, instead it could be done automatically. 

I think actually having LogicMonitor and their integrations is affecting our buying decisions for other products. This ability to integrate with other products is becoming increasingly more important. As our business grows, we are looking at how to become more efficient. Also, being able to integrate LogicMonitor with other systems is becoming increasingly more important as we look to streamline our work processes. 

We are looking at LogicMonitor's collectors along with the templated integrations and dashboards to enable us to automate our onboarding process and roll it out to new customers> It is on our roadmap, but a little bit further down the line. We are quite a small team and have a lot of stuff on our roadmap. This is just one of those things that we haven't gotten to yet.

It probably indirectly affects our ability to win customers. For some MSPs, if they are specifically selling their customers LogicMonitor, then it may be a bit more relevant. Our customers don't necessarily see LogicMonitor behind the scenes. It indirectly affects our ability to win customers in that we are able to be very responsive to problems and resolve things that may happen with their solutions. So, it allows us to react quickly, which affects our general ability to win customers when they ultimately get references from other customers and those customers are able to feed back that we are very responsive and able to rapidly resolve issues for them.

We don't tend to advertise to our customers that we use LogicMonitor. We don't push it as a premium product because of the way we use it. We bundle it within our service, and it is just a tool that we use internally to manage our MSP customers.

The biggest lesson that I have learned: No matter what tool you use, you still have to spend a lot of time tweaking alerts. You can't expect to put a tool like LogicMonitor in, just leaving it alone and never having to do anything. So, it is important to have a tool that is very user-friendly because you will still have to use it on a daily basis.

I would rate it a nine or 10 out of 10. It is probably one of the best tools that we have used.

Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
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CB
Senior Operations Engineer at a tech services company with 11-50 employees
Reseller
Top 20
Enables us to get up and running much faster, while still maintaining a customized look and feel for our clients

Pros and Cons

  • "We get full visibility into whatever the customer wants us to monitor and we get it pretty rapidly. That is very important. Only having certain metrics that other platforms will give you out-of-the-box means you only get a small picture, a thumbnail picture. Whereas with LogicMonitor, you get the entire "eight by 10 picture", out-of-the-box. Rather than some availability metrics, you get everything. You get metrics on temperature, anything related to hardware failure, or up and down status."
  • "The only functional area I can think of that has room for improvement would be the dashboards. They could use a refresh. It would be nice if there were more widgets and more types of widgets."

What is our primary use case?

We use it for monitoring our customer networks, for monitoring network devices, and we also use it for monitoring our hosted environment.

We're a managed service provider. We have LogicMonitor deployed so that we not only have our devices input into the system, but we also manage a lot of resources for our clients in it. We have it set up so that they can only see their items in there, through a lot of access control. We have a local presence with the collectors, the polling stations, while the data resides in the cloud. Once we pull the data, it then shifts all the data up to the cloud for long-term storage. LogicMonitor is all SaaS-based, other than the local collectors.

How has it helped my organization?

Before LogicMonitor, we were using another tool, and deployment of that tool took a lot of time, effort, and energy from our team, and it was very customized. While the end-product could have been great, because everything is so customizable, the problem was that we couldn't get up and running very quickly. With LogicMonitor, we didn't lose any of that customized look and feel, but we were able to get up and running so much faster. We went from onboarding even simple networks over the course of weeks to down to about a week.

We're able to monitor most of the things that our customers worry or care about. That's mostly because of the flexibility of LogicMonitor. The beautiful part about this is that if something is not currently in the system at the moment, the support from LogicMonitor has meant that it gets ramped up pretty quickly.

For customers who have multiple monitoring platforms, it's definitely very easy to simplify and get to a situation where there is one place for monitoring everything. That's definitely been helpful for them.

LogicMonitor's collectors, along with its templated integrations and dashboards, enable us to automate our onboarding process and roll it out to new customers. We've learned how to make it our own, based on what LogicMonitor provides us. We've been able to make ourselves more efficient, absolutely. The faster we can get online and onboard customers, the faster we can get to the point of turning their service on. That means that we can go from a non-paying customer who has agreed to work with us, to a paying customer who's now fully onboarded. We then have them working through the specifics of a managed services solution, outside of the monitoring tool, which is very important for us.

The breadth of things it's able to monitor, the simplicity of the deployment, and how quickly we can get it up and running are the biggest factors when it comes to helping us win new business. Functionally, there are no aspects of LogicMonitor that hinder that ability. It has definitely helped our margins, as an MSP, especially on the monitoring side, because we can get up and running so quickly. It's an absolute must for us to have the tool.

Seeing how easy it is to manage devices, how simple it is to add, remove, or modify a device, and the amount of data that's included out-of-the-box whenever you add a device, makes it far superior to any product. There are no add-ons needed. You license a resource or a device and you don't have to worry about adding a plugin to get all the additional metrics and the full depth of device data. This just happened last week on a customer demonstration call with a customer that has experience with SolarWinds. The customer saw how easy it was to get up and running on LogicMonitor and they were immediately sold and said, "Okay, give me a quote." That's a real scenario in which this product helped us. It's those aspects that not only help us gain new customers, but also to retain customers.

Overall, LogicMonitor saves us time. It's hard to quantify how much now, given that we've been using it for as long as we have.

When I consider LogicMonitor for future-proofing our business, with the ability to monitor customers' future IT environments, I'm pretty comfortable with it. That's because anything that we have come to them to request—whether it be a new feature, or having input into the UX and UI designs—they've been very open and very responsive to. Their support has been very accommodating. When it comes to looking at what could potentially be coming down the road, or to being future-proofed, I feel pretty good, given my experience with the types of special requests I've brought to them.

What is most valuable?

One of the most valuable features is the flexibility it gives for monitoring a particular device. There are a variety of ways we can get data into LogicMonitor.

In addition, it is an open platform that gives us the ability to add third-party application integrations, such as Slack or ServiceNow or Webex Teams.

There are also integrated features that allow for forecasting growth within the environment, not only for standard metrics like CPU and memory, but also for hard drive space utilization. Those are some pretty interesting and exciting features that are included in the platform.

On top of that, LogicMonitor has the ability to map out an environment at the network level.

It also enables us to drop a collector and automatically pick up everything in the target IT environment and map relationships. Obviously, you have to have the ability to reach the device. If there is anything stopping you via firewalls, then you can't get to it. But from a hypothetical standpoint, once a collector is in, we can capture everything very quickly based on an IP scheme. This has its advantages and disadvantages. The advantage is that we can capture everything very rapidly. However, if there is a misconfiguration on the client's network, then there could be the possibility of grabbing devices that are not needed. So there is some TLC that needs to be done when handling these, but it is a very useful aspect of the tool when it comes to onboarding.

In terms of instant visibility into all of the technology we will monitor for customers, it depends on the customer. But anything the customer wants us to monitor is leveraged. Some customers will say they only want to monitor telephony, while some will only want to monitor their network. We get full visibility into whatever the customer wants us to monitor and we get it pretty rapidly. That is very important. Only having certain metrics that other platforms will give you out-of-the-box means you only get a small picture, a thumbnail picture. Whereas with LogicMonitor, you get the entire "eight by 10 picture", out-of-the-box. Rather than some availability metrics, you get everything. You get metrics on temperature, anything related to hardware failure, or up and down status. It's pretty important for being able to provide a valued service to the customer about the overall health and availability of their environment.

We use LogicMonitor's dashboards quite a bit. In fact, we have our own customized dashboards. We use pieces of the templated dashboards and they definitely help in guiding us to places where we can pull certain indicators of how our customer is doing. Overall, we almost always end up having to adjust the dashboards to fit our customer needs, but the templated dashboards are significantly helpful. They tell us the different methodologies that we can use. We then take them and tailor them for the specifics that we need.

It's super-easy to customize the templated dashboards. For example, we have a school district customer with a campus. The template dashboards give us templates for wireless and templates for general networking and a few other things. We pick and choose the different widgets that we want out of those dashboards and we put them on the single dashboard for that particular school. That provides them visibility into all the things that are critical to them without having to go through multiple dashboards. We get rid of the things that they don't care about, things that our next customer may care about. We try to come up with dashboards that are specific to our customers' wants and needs and to give them, as much as possible, a single place to look for something.

LogicMonitor also hits the vast majority of technologies and complex environments when it comes to coverage, including on-prem, hybrid, cloud, et cetera. It does a really good job at covering the most-used technologies.

What needs improvement?

The only functional area I can think of that has room for improvement would be the dashboards. They could use a refresh. It would be nice if there were more widgets and more types of widgets.

For how long have I used the solution?

We've been using LogicMonitor for two and half years.

What do I think about the stability of the solution?

Up until two weeks ago, I would have said the stability of LogicMonitor is phenomenal. We had never had an issue. But two weeks ago, they had a bumpy week and a half.

What do I think about the scalability of the solution?

Scalability is based on our customers. The process for scaling the product out, for handling the resources from the collector side, is very simple. The one thing we've had issues with is that, when it comes to certain widgets on the dashboards, there are limitations on how many instances can be displayed through a widget. That is something that has caused us to rethink the way that we do our dashboards. Not that that's a bad thing, because it allowed us to actually come up with building dashboards for the client, and that has worked out really nicely. But that is one area where the scalability of the product has been a headache.

Not counting our API accounts, we have around 50 people using LogicMonitor. A lot of them are our frontline staff who are using the system to monitor, alert, notify, and to assist customers with getting their environments back up and running. The other accounts are used by our clients to log in and see their dashboards and devices. There are also folks on the backend, like me, who manage the environment, add the devices, manipulate the devices, delete devices—housekeeping.

We use LogicMonitor quite extensively and we have plans to increase our usage. Any of our clients who were not using us for monitoring before, rather we were being used for other projects by them, are either onboarded now or they're coming on board. The percentage of our clients that we have within monitoring is growing day by day and week by week.

How are customer service and technical support?

We leverage their tech support quite a bit. They have a chat and a phone feature. For the most part, we leverage their chat and we use them for a very wide variety of things. Overall, I've been very pleased with their level of support. They've done a really good job of turning things around and helping where we've needed the help.

Which solution did I use previously and why did I switch?

We switched from our previous solution because deployment time was entirely too long and it was too complicated.

How was the initial setup?

Once we were given our initial tutorial of the product, before we onboarded ourselves, it was very easy to do and we have found onboarding and implementation very pleasing. In terms of an MSP onboard, their documentation is some of the best documentation I've seen from a vendor. Based on their documentation, you can very easily onboard yourself. But we also had an executive-level onboarding demonstration.

Our original deployment had professional services involved and it took three or four weeks. But our customer deployments usually take a week. The biggest issue with our customer deployments is having the customer give us the right level of access. Slowdowns don't usually happen from the LogicMonitor side, they're usually from the customer side.

In our own company, we don't have a ton of devices to monitor, so it was really about making sure we got everything incorporated into the monitoring platform, including our cloud services.

In terms of maintenance, the collectors have software that needs to be maintained. The collector software is relatively easy to update. We can do it all from the portal itself. It handles the updates and restarting of the services, and it does so pretty quickly. Generally speaking, there is no downtime for the customer, whenever that happens. Outside of that, there are data sources and other source files that need to be updated on a monthly or  quarterly basis, according to how they're released. At times, those can cause some false positive alerts if they are not handled correctly on the import. In general, I'm the one who handles deployment and maintenance in our company.

What about the implementation team?

We did it ourselves, but we had a few days of LogicMonitor's professional services to get the initial deployment going. Those services were more of a consulting function. Overall, we didn't need nearly as much help as some customers might.

What was our ROI?

LogicMonitor has given our customers visibility into issues they didn't even know existed. In some cases, when we do assessments, we will actually load a customer's devices into LogicMonitor. In many cases, it gives us visibility into things like misconfigured stack modules or broken stack modules. Stacks or switches won't be stacked correctly. They'll actually be just this side of failing, and nobody has noticed it. Sometimes there are environmental issues that the customer hasn't noticed, where a particular location gets hot every day around the same time. They don't notice it and eventually it's going to result in something failing.

New customer onboarding, for us, usually consists of two things. One is getting access so that we can get it deployed and get visibility into the customer environment. And the second part of it is access for our team. We don't want the LogicMonitor component to take a lot longer. And, in fact, we're able to get LogicMonitor up and running for our customers much quicker than they're able to give us accounts.

It also reduces mean time to repair. When we see an alert, more often than not it's intelligent enough to help us come up with some sort of a solution faster. We can see a service or a server or a switch go into a critical state. A lot of the time, without something like LogicMonitor, which has the full visibility into the device, you would have to log in to the device and do some troubleshooting to figure out what's going on. It could just be that the temperature of the chassis is elevated and it's causing the system to underperform. I can't tell you how much time it saves us on something like that, but scenarios like that are what we experience on a daily basis. It definitely cuts time off of our troubleshooting and response. It's everything from temperature alarms, to disk space, to bad memory modules, and bad hard drives. You name it, we see it. And instead of having to log in and troubleshoot for an hour or two hours, the data is right there in front of us already and we can automatically dispatch somebody to go repair the device.

What's my experience with pricing, setup cost, and licensing?

We're currently paying $525 per month per device for monitoring, and a dollar per device for configuration management.

We've had customers who have reduced their costs by not having multiple platforms for monitoring. That said, especially with super-large environments, the cost model for LogicMonitor is the one area where we run into issues. It's the one area where it can hinder our ability to win new customers. But that's only in very specific cases of very large customers. We're usually competing with something like SolarWinds. SolarWinds is on-premises and the cost model is very different. Sometimes we have challenges with large environments competing against that kind of cost model, where we're paying per node. When there are 3,000 or 4,000 nodes, that cost model can get very expensive very quickly.

There are three different licenses that we can get. There is the monitoring license, there is a configuration-monitoring license, and there is a log license. We've generally gotten the configuration-monitoring version. We're trying to get to a scale where we can get those numbers down. What we'd love to see is the scale of cost per device going down. The numbers get skewed, even still. The cost for 2,000 or 3000 devices shouldn't be the same as the cost for 500 devices, and by a large margin.

The AIOps is the log portion of the solution. We would love to use it, but the way that they have it licensed, we haven't been able to. They want to license it for our entire portal and it doesn't really make a whole lot of sense to us. For us, it's challenging the way they have it licensed right now. We're working toward it.

It does give us the ability to charge a premium price but it's a little tough to call something a premium product in the monitoring world—even though we may see it as a premium product—because our customers don't look at it that way. For them, it doesn't matter how great the monitoring tool is.

Which other solutions did I evaluate?

We looked at three or four others, but that was several years ago. We chose LogicMonitor because of the simplicity of deployment and the time to get up and running. It's simple, but it's still as complicated as it needs to be to do all of the things that we need it to do.

The biggest lesson I have learned from using LogicMonitor is that other products are inferior. Also, compared to what we knew with the legacy monitoring tools, LogicMonitor has done a great job. There are definitely better ways of doing things than the traditional monitoring tools did. If a new customer has SolarWinds or OpManager or some other on-premises tool, sometimes they're afraid of the cloud tools. What we'll say is that the amount of things that it can do far outpaces the legacy tools.

What other advice do I have?

Think thoroughly about the structure you want to have in place. Don't just start implementing. Think thoroughly about how you want to be set up, how you want to manage the devices, how you want to manage the people, and how you want to manage the alerting. Plan, scale it out, and implement it properly so you don't have to go back in and do some cleanup work on the backend after the fact.

I would rate LogicMonitor a high nine out of 10.

Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor. The reviewer's company has a business relationship with this vendor other than being a customer: MSP
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Jason Fant
Solutions Engineer at Black Box Network Services
Real User
Top 5
Reduced our false positives significantly, improving our reliability, SLAs, and uptimes

Pros and Cons

  • "The dashboards are the big seller for us. When our customers can see those graphs and are able to interact with the data, that is valuable. They can easily adjust time ranges and the graphs display the data fast. We've used other tools in the past, where you'd say, "Hey, I want the last three months of data on a graph," and it would just sit there and crunch for five minutes before you'd actually see the data. With LogicMonitor, the fast reliability of those dashboards is huge."
  • "One thing I would like to see is parent/child relationships and the ability to build a "suppression parent/child." For example, If I know that a top gateway is offline and I can't talk to it anymore, and anything that's connected below it or to it is also going to be offline, there is no need to alarm on those. In that situation it should create one ticket or one alarm for the parent. I know they're working towards that with their mapping technology, but it's not quite to that level where you can build out alarm logic or a correlation logic like that."

What is our primary use case?

We use it for alarming on Cisco Voice systems, the Unified Communication stuff. We monitor all the gateways, trunks, SIP trunks, servers, and make sure all of the application is functioning, calls are being completed, and that there are no performance issues on the network or the voice system.

How has it helped my organization?

We used a different monitoring tool to do the Cisco Voice monitoring and our customers were very unhappy with us. It was missing stuff when monitoring, meaning it wasn't fully knowledgeable about checking all the OIDs and other things. It wasn't robust enough to allow us to customize it and build it out. Customers were getting very unhappy with that and they didn't like the dashboards, the graphs, and the reporting that came out of the other tool. When we moved over to LogicMonitor and we were able to show everything that we could actually deliver, a lot of our customers that were leaving came back to us or have provided us more services. We now have a proper tool that can deliver the services that we actually need, and that we've actually quoted and have contracts for.

The solution's ability to alert us if the cloud loses contact with on-prem collectors means we get alarms when a customer's collector isn't calling home anymore. That allows our engineers to know that there's some sort of serious outage. Either there's a power outage, the server crashed, or the internet's down. That's something that triggers our engineers to look at the customer and figure out why the monitoring solution is down. Is it the monitoring solution itself, is it the customer, or is it an act of God?

In addition, we had a lot of false positives before because we used a lot of VPN tunnels with other solutions. Moving to a SaaS solution and using LogicMonitor and the cloud has helped us a ton because it's improved reliability, SLAs, and uptimes. We've seen a 70 to 80 percent decrease in false-positive alarms.

Another benefit is that we went from three monitoring systems down to one. The first solution was Prognosis, which was developed by Integrated Research. The other tool was N-central, which is now provided by SolarWinds. We consolidated those two tools down into just LogicMonitor.

We've also been able to automate things such as cleaning up disk space or restarting a service. If the monitoring system catches a service not running, instead of initially sending off an alarm and creating a ticket, it's going to do some self-healing, to try to restart that service or run a script that cleans up some disk space. If that still doesn't fix the issue, it then passes the alarm on to create a ticket for a human to look at. 

That saves us time because, obviously, it doesn't disrupt an engineer and force him to try to log in to that customer and try to start the service or look at logs. It just says, "Hey, we restarted it. Everything's up and running," and there is no real impact to the company or business. It didn't take time for an engineer to look at it, respond to a ticket, and close the ticket. If a single service isn't running, that's about 15 minutes, at least, of an engineer's time. If an engineer doesn't have to do that three times a day, he's saving about an hour.

What is most valuable?

The dashboards are the big seller for us. When our customers can see those graphs and are able to interact with the data, that is valuable. They can easily adjust time ranges and the graphs display the data fast. We've used other tools in the past, where you'd say, "Hey, I want the last three months of data on a graph," and it would just sit there and crunch for five minutes before you'd actually see the data. With LogicMonitor, the fast reliability of those dashboards is huge. Allowing our customers and nontechnical people to see what is happening in their environments in an easy, friendly way is huge for us. That's the big feature we use and push on our customers. 

I have two favorites when it comes to dashboards. I put together a few dashboards for the voice systems that allow the customer to to see how the performance is going: green light/red light. They see green and everything looks good. Being able to click into that and interact with the dashboards to then drill down and get more info is awesome. The other thing that I really like is their Google Maps widget that goes inside of a dashboard. That is great for customers that have multiple locations across the country. They can see, "Oh, hey, I've got a regional outage in St. Louis, or the West Coast has a power outage, or everything is green. I see all my sites in my countries are green. Everything is good in my environment." 

Another valuable feature would be their logic modules. They are little scriptlets or settings so you can say, "Hey, I want to monitor this OID or these services," etc. That's huge in terms of customizability and having the system be robust. Out-of-the-box, monitoring solutions don't always have everything you need. You might say, "Hey, I know that there's this new OID for this new firmware," and you need to be able to write something to call that and pull it into the monitoring system. The logic modules within LogicMonitor, being so robust, is awesome because I can easily go into the tool, add something and push it out to all my customers and, boom, I'm off running with all this monitoring. And it took me five minutes to put it together.

In terms of the solution's reporting capabilities, I look at it in two ways. One of the ways is the dashboards. Being able to take all those dashboards and say, "Hey, I want a recurring report every quarter for QBRs," is awesome. On the technical side, for all the back-end stuff, being able to use reports to export information so that I can use it to inventory or check properties of stuff in the environment — do assessments — I really like those as well.

In addition, the solution's ability to customize data sources was big and something I did a lot of to build out the Cisco Voice monitoring, so that we could deliver what we've been contracted to do.

Another big thing we use a lot is LogicMonitor's granular alert tuning for devices. A customer might say, "Hey, we know this SIP trunk is going to have this utilization, so tweak the threshold for that one interface or that one SIP trunk at this level, but leave everyone else at the default." Or, "Hey, we're going to be doing maintenance on a power supply, so we'll need to set downtime or suppress alarming for that power supply, but let everything else that we're monitoring for that system go through." Using that granular ability is great for that. It's also great for adjusting alarming. They'll say, "Hey, we want this specific interface to be a priority-one alarm," but it's default is priority-two. Being able to tune that within the alert rules and get that granular and say, "This specific interface is going to be different, it's going to go somewhere else," or "it's got a different priority," is important.

What needs improvement?

One thing I would like to see is parent/child relationships and the ability to build a "suppression parent/child." For example, If I know that a top gateway is offline and I can't talk to it anymore, and anything that's connected below it or to it is also going to be offline, there is no need to alarm on those. In that situation it should create one ticket or one alarm for the parent. I know they're working towards that with their mapping technology, but it's not quite to that level where you can build out alarm logic or a correlation logic like that.

I would also like them to expand more on their resources view, which is their tree structure of all the devices and what's being monitored. I'd like to see some logical type of grouping of services. If I know I've got this web application which is using this SQL database and this service from this web server, it would be helpful if I could create a special view for those kinds of services and instances.

For how long have I used the solution?

I used LogicMonitor about six years ago at a different company. It was brought in there and I used it for a few years. Then I transferred to a different employer at which time I brought LogicMonitor in. It was in about 2014 when I first got exposed to it. With this new company, we've been using it for about four or five years now.

What do I think about the stability of the solution?

I am happy with the solution's stability. I haven't had any issues with reliability, with the service going offline or not being available.

What do I think about the scalability of the solution?

LogicMonitor will be able to scale to many more devices, if we need it to.

We're monitoring about 1,200 devices currently. That's a bit of a misleading number because there's so much more stuff we monitor, like virtual machines that don't really count as licenses, or even phones. We're also monitoring Meraki devices and cloud stuff. We're monitoring almost 30,000 phones with the tool, but they're not really devices in terms of licenses.

How are customer service and technical support?

Their support is fantastic. They're always there to answer your questions and they're very knowledgeable.

How was the initial setup?

The initial setup was very straightforward. Installing the collector at a customer site is super-easy. You do a basic default install, "next, next, next, finish," and it's calling home. 

Adding devices and getting customers set up, whether they've got one device or 1,000 devices, is easy. I can import a CSV and it starts going out, scanning, setting up everything, and auto-discovering all the different services. There is a lot of automation that makes it easy for us. Before, with other systems, if I knew there was a Windows server and it had SQL, I would have to add these special SQL packages and then add this other package. And then I might forget: "Oh, hey, there's a special service I was supposed to monitor." Having all those data sources and automation within LogicMonitor makes it easier for us to set up and deploy.

The solution's automated and agentless discovery, deployment, and configuration is that ease of use. No matter how many devices there are, being able to easily import and add them in is great. Having it automatically know it's scanning SNMP, for example, when it finds this name in this one OID it knows it's a Dell Storage unit and that it needs to automatically apply all of these special Dell Storage unit monitoring services. It will scan how many hard drives there are. If it finds there are 12 hard drives instead of 24, then it only monitors 12. Or instead of having two power supplies in this unit, if I'm only seeing one power supply, I should only monitor the one. That automation is awesome.

LogicMonitor also monitors most devices out-of-the-box. For us, it's a lot of the Nexus switches and VSS, which are the Cisco Virtual Switching System. There was so much stuff and we didn't know what we could monitor with our other solution. We saw only the basic stuff. When we installed LogicMonitor for this one customer, and added the Nexus switch, all of a sudden we saw module stuff, a lot more interfaces, and different hardware things. All of that was out-of-the-box and we were blown away by that. We didn't realize we were missing 70  percent of what we could monitor on this one device until we switched to LogicMonitor. 

That was actually the big savior for us for this very large, high-profile customer. We were using N-central for them and it required 15 collectors to monitor these 4,000 devices. We were able to use LogicMonitor and get that down to two collectors to monitor all that. The customer had been calling us out on it saying, "Hey, how come you don't see this? How come you don't see that?" We had to throw our hands up in the air. Once we introduced LogicMonitor and showed them what we did within five minutes, and all of the stuff we could see, they said, "Perfect. We'll stick with you guys. You seem to have the right solution."

What was our ROI?

We have definitely seen return on our investment with LogicMonitor, especially once we showed how we could replace that Prognosis tool with it. The cost savings were through the roof. As an example, for one customer of ours, for one year with the Prognosis license, it would have cost $180,000. With LogicMonitor, it only costs us about $8,000 to $9,000. That's a huge savings, and it's great for the customer because it means we can lower our cost and they think we're losing money, but we're still getting so much. That was a huge benefit.

What's my experience with pricing, setup cost, and licensing?

It's affordable. The price we get per license is a lot cheaper than what we were getting with some of the other tools. There are other monitoring tools out there that are cheaper, but what you get with LogicMonitor, out-of-the-box, makes it worth the cost. It works well.

Which other solutions did I evaluate?

There were a few other tools we looked at. Their pricing, how complex their setup was, and even their dashboards and reports were all considered. LogicMonitor seemed to fit all those categories for us and give us huge improvements. It was a no-brainer.

We looked at WhatsUp Gold. We looked at the main SolarWinds package and there was a tool called ScienceLogic that we looked at. And there was also Nimsoft.

What other advice do I have?

Do it. Your customers are going to like it, once you show them the dashboards, the pretty colors, and the ability to easily interact with it. That's going to win over your customers. I guarantee it. I've seen it happen. You can say, "I've got this tool that does everything," but if the customer can't tangibly see what the tool is doing, they'll say, "Well, what am I paying you for?" And they don't want to see generic spreadsheets. They want something that's easy to use and interact with.

I like how they've been improving on it over the years. It seems like they're going in the right direction. LogicMonitor fits what our company needs, and we plan to keep on using it for at least five more years, until something else gets better or they're out of business.

We don't use its AIOps capabilities for things like anomaly detection or root cause analysis yet, but that is something we are looking into. I know they're releasing those features in phases. They've got the first phase of AIOps and then they're pushing the next one with the dynamic thresholds, and that is definitely something we're going to be using, especially when you're looking at Cisco Voice systems and how they perform throughout the day. Dynamic thresholds are going to be huge for us, so that's going to be exciting.

We have about 100 people who work directly with LogicMonitor in our company. They're all the way from managers down to the low-level NOC people who are answering the telephone, to the Tier-3 engineers, and even the sales and marketing people. Everyone interacts with LogicMonitor in some way, either supporting a customer, running reports, or looking at the capabilities and what we are monitoring.

Overall, I've been very happy with the solution so far.

Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
David Azzopardi
IT Operations Manager at CAE Technology Services Limited
Real User
Top 5
Its visualization capabilities enable us to be more proactive in resolving issues and preventing problems

Pros and Cons

  • "The most valuable feature is the visualization of the data that it is collecting. I have used many products in the past and they tend to roll up the data. So, if you're looking at data over long periods of time, they start averaging the data, which can skew the figures that you're looking at. With LogicMonitor, they have the raw data there for two years, if you are an enterprise customer. If you are looking at that long duration of data, you're seeing exactly what happened during that time."
  • "The topology mapping is all based on the dynamic discovery of devices that could talk to each other. There is no real manual way that you can set up a join between two devices to say, "This is how this network is actually set up." For example, if you have a device, and you're only pinning that device and not getting any real intelligent information from it, then it can't appear on the map with other devices. Or if it can appear, then it won't show you which devices are actually joined to it."

What is our primary use case?

It is to monitor our customer’s infrastructures. We provide the service as part of our managed service offerings. We monitor our customer networks and infrastructures for things, like availability, vital statistics, and the various services, that they have running in their environments. We provide a NOC and Service Desk that actually responds to alerts that come up and use the tool to allow them to be proactive in looking after their environments.

How has it helped my organization?

It is clean and clear compared to other products that we have used. This has made it easier to get to the root cause of a problem, because it's easier to see (through the visualization) where the problems lie.

I have worked on several data sources where I've either customized what's there already or created additional ones that don't exist. Also, LogicMonitor have been very flexible in terms of providing resources to assist with building custom data sources. If we have a requirement, we can approach LogicMonitor and they will assist us in getting the data that we are after.

It has improved our control over the environments that we manage. With a lot of products, you can just pop a device and get a metric out the system. With the LogicMonitor, you can do a lot of manipulation through scripting, then calculate the results that you're getting. It makes you more efficient and able to get the data in the particular format that you want.

You can do a lot of tuning of alerting, from the device group down to the data source and individual instances of those data sources. This is very flexible. We have many customers who have their own requirements of what they want us to do alerts on, so I was asked to be more flexible with our monitoring and alerting. I now can provide more bespoke, customized services for them.

LogicMonitor alerts us if the cloud loses contact with the on-prem collectors and we have found this advantageous. We have email alerting and an integration with our ticketing system. In some instances, we have automated text messages and phone calls for the more critical services. When our collectors do happen to go down, that's a P1 situation because we've lost complete sight of the customer's environment.

We have started using Artificial Intelligence for IT Operations (AIOps) capabilities more for the anomaly detection and for troubleshooting. The root cause analysis is something which we're testing now to see how it will work for us. These features will take a lot of noise away from the alerts when they come in.

One thing which has really helped is the integration that we have between LogicMonitor and our ticketing system: The ability to be able to log and update the ticket. We do have additional functionality to this integration as well, where if we have a number of alerts for a particular device in a period of time, then it will then create a problem ticket in the ticketing system and attach the associated incident tickets. All of these pieces help dramatically in terms of keeping everything central in the ticket. We know when things have gone down or cleared. It's not repeatedly opening and creating tickets for every single failed poll. In terms of the whole ticket management process, it's helped immensely with that.

Most of the products that we work with it does monitor out-of-the-box because we work with a lot of the big vendors, like Microsoft, Cisco, Palo Alto, Citrix, etc. They are very good at having the data sources readily available for those.

What is most valuable?

The most valuable feature is the visualization of the data that it is collecting. I have used many products in the past and they tend to roll up the data. So, if you're looking at data over long periods of time, they start averaging the data, which can skew the figures that you're looking at. With LogicMonitor, they have the raw data there for two years, if you are an enterprise customer. If you are looking at that long duration of data, you're seeing exactly what happened during that time.

I have probably two types of favorite dashboards:

  1. Dashboards that give a general overview of our whole environment and a complete sort of NOC-level view that can be drilled into if there isn't an alert.
  2. I like the dashboards that can be very granular into a particular service or piece of equipment. For example, if you were looking at a dashboard just related to Citrix, you can have a huge amount of detail on one page. Taking all the metrics into visual graphs, pie charts and big number widgets which makes it a lot easier than having to work your way around the devices that you are monitoring to bring the data that you're interested in altogether.

We are quite a large networking company. One of the features that we like with LogicMonitor that they have out-of-the-box is NetFlow, which is a great tool to help troubleshoot something. This has improved how we can provide a service to our customers.

The anomaly detection is a very good tool because you can compare the statistics that you're looking at against a week or month ago to see if it's something that's truly out to the norm or not. The visualizations that I get are very powerful. These capabilities enable us to be more proactive in resolving issues and preventing problems. If you are managing a customer's network as you should be, you should be looking at these tools and visualizations on a general day-to-day basis to understand what is happening with the customer's network. It's very useful to use these tools to learn about what's going on and know what the norm is for those networks. Then, you can get to a point where you're tuning your alerting to be a bit more in tune with what the actual norm is for that customer.

The solution has consolidated the monitoring tools we need into one. A reason why we moved to LogicMonitor would be the additional features that are provided, like NetFlow. We would use a separate solution for that and configuration management as well. Just to have those additional items built into the product has been a really good part of the product.

What needs improvement?

The topology mapping is all based on the dynamic discovery of devices that could talk to each other. There is no real manual way that you can set up a join between two devices to say, "This is how this network is actually set up." For example, if you have a device, and you're only pinging that device for availability and not getting any real intelligent information from it, then it can't show you which devices are actually connected to it. Before the topology mapping was released, I was working with product management and did raise this issue at the time. I haven't seen it yet, but it was something that I suggested to them that they should allow customers to be able to build their own topologies, or at least to override what's being discovered, just for visualization more than anything.

I can completely understand that the old topology mapping is how the root cause analysis and the alert suppression work, which is all dependent on that as well. So I wouldn't want to override that in terms of functionality. But, in terms of a visualization on a map, it would be a big plus to be able to do that.  I have been told that this is being worked on in the background.

For how long have I used the solution?

Just over two years.

What do I think about the stability of the solution?

It is a very solid platform. I haven't noticed any real outages from my point of view. I've seen when LogicMonitor emails out to say, "There is currently a problem in these particular regions," but I don't think I've actually seen myself experiencing those issues. They are very good at communicating out what's going on. In terms of actual availability, I've never really seen an outage on the platform at all.

What do I think about the scalability of the solution?

Because it's a SaaS offering in terms of scalability, onboarding customers is more on the LogicMonitor side. They are the ones who need to have the capacity to onboard these customers, and I've never had an issue so far. From my understanding, they are growing month on month in terms of their infrastructure.

There are definitely limitations with the sizing of the devices that LogicMonitor provides. It's based on the number of instances in general. A lot of the time, I have customers on a large collector who say something like, "It needs to be a particular spec for 10,000 instances." On the customer sites, I have the same spec device with 50,000 to 60,000 instances, and it's working perfectly fine. So in terms of the actual scalability, there are restrictions, but I think LogicMonitor has been quite conservative in terms of what they've published and say that they're actually capable of. In my experience, I've been able to push those boundaries a fair amount.

From our company's point of view, there are probably about 50 to 55 users who access LogicMonitor to use it in one way or another. Then, we provide logons for our customers as well, if they want to see their own environment. Service desk and NOC analysts are the main people who use the platform, then we have our service management team who log on there to get information for monthly reports or outage queries.

We do use quite a lot of the platform. There is room for growth, but it's just one step at a time while we're getting used to the platform and as and when we have a requirement for using additional features.

How are customer service and technical support?

The great thing about LogicMonitor is that you have the inbuilt chat within the platform. You're getting through to people that know the product and not getting through to people who are just logging tickets. Most of the time, you're either getting an answer straight away to your problem or they try their very best before they actually have to escalate it somewhere else. I seriously can't fault their technical support.

Which solution did I use previously and why did I switch?

LogicMonitor replaced our other monitoring solution, ScienceLogic, which was very similar to this platform in terms of multitenancy and customisation. The previous platform charged a premium cost for the additional features that come with LogicMonitor. To have the additional pieces native in this product is a huge advantage.

We evaluated about 6 products before moving to LogicMonitor.  The decision to move was based on features, ease of use and commercial elements.

How was the initial setup?

Most products are very good at onboarding devices onto the platform. LogicMonitor is no different either. Once it has some credentials that it can use, it will automatically discover the metrics that it wants to apply against them. They are very good at setting some good baseline thresholds, so they give you a good starting point with those data sources to say what you should be alerting on and at what levels. Because of that, it does reduce the time down it takes to onboard a customer.

For the average onboarding time, you have several factors that can contribute to it. You must make sure that you have the right credentials to access devices and the devices themselves are accepting access to them. The LogicMonitor process has improved how long it takes to onboard a customer, especially with the time it takes to provision a collector. A collector takes minimal time at all. Whereas with my previous vendor, towards the end of our relationship, it was taking a long time to get the collectors up and running. A lot of the time, you had to get support involved because it wouldn't happen properly.

What about the implementation team?

We used the professional services of LogicMonitor.  They were amazing and extremely efficient.  They had experience of migrating from our previous platform and were able to automate as much as possible.

What was our ROI?

I think that we have seen ROI. We moved to LogicMonitor because of the types of devices that we are monitoring. It’s better for us now with the efficiencies that we're getting from the platform. It's definitely benefiting us. It's more than just having a tool. It's something we can use day in, day out, giving us good insights to what is happening.

It has saved time because you have the information that you need in one place. In turn, the productivity is better because of it.

What's my experience with pricing, setup cost, and licensing?

The licensing side of things with LogicMonitor, is quite simple. It is one license per device. LMCloud and LMConfig is slightly different but still a simple model.

The standard license it's very straightforward versus my previous vendor where there was like six different tiers of licensing on the devices that you're monitoring based on the number of metrics they were getting per device.

From what I understand, they are bringing out a number of new features, where there will be a different licensing model for those features. So, it will be interesting to see how that comes about and affects things. However, today it hasn't been too bad. It has been a very straightforward licensing model.

What other advice do I have?

Take your time with it. A lot of the delays that we had were around customers not giving us access to their networks to get the collectors installed. We had a very strict timeline that we had to follow when we were doing the migration because our contract was ending with our previous vendor. We had to get everything all up based on a particular date, and it was down to the wire. We were very close to actually not monitoring a couple of customers because they just weren't giving us the access we needed. So, my advice is if you're onboarding the product and you are dealing with many customers, then just make sure you give yourself enough time.

The reporting capabilities are within average. They are good for certain point-in-time reports that you might need. However, most reporting that we do is service reports that we provide our customers at the start or end of the month. Because we try and look at various data from multiple systems in one report, we use an external product to get the data from the LogicMonitor API that we want to put into one report. With the reporting in LogicMonitor, you would have to run many reports to try and get all of those pieces of data. Therefore, we use a third-party product so we can just run one report, have it all automated, and take away the administrative headache. There is nothing wrong with the reporting. It's just for our requirements: We need the data to come from LogicMonitor and other platforms as well.

Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
Daniel Gavin
Network Architect at Envision IT
Video Review
MSP
Top 5
It consolidated our monitoring tools, reducing our onboarding times

Pros and Cons

  • "The dashboarding is very useful. Being able to create custom data sources is one of its biggest features which allows quick time to market with new features. If one of our vendors changes their data format or metrics that we should be monitoring, then we can quickly adjust to any changes in the environment in order to get a great user experience for our customers."
  • "LogicMonitor's reporting capabilities definitely could use an improvement. We have made do with the dashboarding and done what we can to make that work for our customers. However, there are definitely customers who would like a PDF or some kind of report along those lines, where we have been utilizing other tools to provide them. The out-of-the-box LogicMonitor reporting is the only thing that we have been less than impressed with."

What is our primary use case?

We are a managed service provider, so we have a wide range of deployments. LogicMonitor, as a whole and software as a service solution, is deployed with collectors on-premise, which also ties directly into cloud providers.

We primarily monitor Citrix environments for customers. That varies from the delivery side, so network Citrix ADCs as well as virtual desktops and the supporting infrastructure around that. That's probably our primary use case.

While we do some NetFlow capture for other managed service clients, the primary use case would be Citrix monitoring.

How has it helped my organization?

LogicMonitor really improved our workflow as a company. Previously, we had been using a combination of about four or five tools. We were able to consolidate those all into LogicMonitor, which significantly improved our response time to new customers and onboarding time for new employees.

We can create granular alerting for devices. Then, since we are a managed service provider, we can have very granular alerting, not only for our own purposes, but where customers would like to be alerted directly on specific issues. It is very easy to build escalation chains that include the customer as well as our own team.

LogicMonitor's AIOps give us a great view of performance over time and potential changes in performance.

We have been able to tune LogicMonitor very granularly and eliminated most of our false positives. Any monitoring platform is going to give you false positives to some degree, but we have definitely reduced our false positives with LogicMonitor by at least a half.

What is most valuable?

The dashboarding is very useful. Being able to create custom data sources is one of its biggest features which allows quick time to market with new features. If one of our vendors changes their data format or metrics that we should be monitoring, then we can quickly adjust to any changes in the environment in order to get a great user experience for our customers.

We have created custom dashboards for our customers to give them a single pane of glass view as far as what their environment looks like in relation to their Citrix environment or VMware Hypervisor environment. LogicMonitor is a combination of things that they have pre-built. Especially along the VMware infrastructure, they have some great dashboards canned and ready to go. On the Citrix side, we have developed a lot of our own dashboards for customer use. We have gotten great feedback from those, as they're very easy to throw together and provide a lot of value to our customers.

We use custom data sources extensively. It's one of the greatest features of LogicMonitor, as a product. We can have very granular control over our data sources. Customizable data sources are one of the primary draws to LogicMonitor, and we do use them extensively. Developing new LogicModules is very simple. We primarily use PowerShell, but there are also a myriad of other options depending on what your target operating system is.

LogicMonitor alerts us very quickly if one of their collectors loses connectivity with the cloud. Occasionally, we will get alerts for customers where we don't have extensive monitoring in place, and they may not be aware that their site is down or that there are other issues with their environments. We have had occasions where the alerts that we get from LogicMonitor that the collectors are down might be our first indication where a customer is having an issue.

At this time, we are using AIOps for dynamic thresholds and anomaly detection. For anomaly detection, we found it quite helpful because it will give us an idea of when there is an anomaly in the environment. For example, if you have a backup job that normally would run, but it isn't running or if there is a bulk data transfer that wouldn't normally occur at a particular time, we can have it alert one way or another. That is a great feature, as far as LogicMonitor's AIOps toolkit.

What needs improvement?

We have found LogicMonitor's reporting capabilities to be somewhat lacking. That is one of the only areas that we really thought was not as strong as it could be. One of the great things is the dashboard functionality, which we were able use to work around the reporting functionality. Instead of having a canned report that gets emailed to our customers, they have a live dashboard that they can log into and view the things we would normally include in a report. They can have a live look, where they can really drill into the data and see what is there.

LogicMonitor's reporting capabilities definitely could use an improvement. We have made do with the dashboarding and done what we can to make that work for our customers. However, there are definitely customers who would like a PDF or some kind of report along those lines, where we have been utilizing other tools to provide them. The out-of-the-box LogicMonitor reporting is the only thing that we have been less than impressed with.

For how long have I used the solution?

We have been using LogicMonitor for about four years.

What do I think about the stability of the solution?

LogicMonitor's stability has been very good for us. We have not experienced any major outages or issues with LogicMonitor as a product in the several years that we've been using it.

We have a team of a couple of people who handle the implementation and deployment of LogicMonitor. We have a larger team who handles the day-to-day support. One of the great features of a LogicMonitor being a software as a service product is we don't have to monitor or manage the tool itself. The collectors update automatically. We handle the operating system running the collector within our normal toolset. Therefore, it gets Windows updates and does all these things on its own or through that toolset. There is very little time that has to be spent managing the tool itself. We are really just managing our systems in the tool. 

What do I think about the scalability of the solution?

Scalability is actually one of the reasons that we went to LogicMonitor from our own internal tool sets. The scalability is as big as you want to go. I've seen other customers that have thousands of endpoints in there without any issue. We certainly have not run into any scalability issues in our environments.

We have a variety of users who interact with LogicMonitor on a daily basis. We have our managed services team who work directly with the customers and are in there on a day-to-day basis doing remediation of issues as they arise. We also have our implementation group who take care of onboarding new customers, working with them on any custom data sources or custom monitoring needs that they might have. Then, our customers are able to log and see their own environment along with the dashboards and things that we built for them. It really has been a great tool for our team and customers to be able to see all of that. 

The role-based access control that LogicMonitor provides is very robust. We are able to provide single sign-on for our users as well as multi-factor authentication for our customers. Therefore, the role-based access control and authentication components of the LogicMonitor product are excellent.

Our use of LogicMonitor is constantly increasing as we roll our managed customers into the platform. We definitely plan to increase our managed services, and directly as a result, increase our utilization of LogicMonitor.

How are customer service and technical support?

We have only had to engage with technical support on a handful of occasions over the last four years. Thankfully, the product runs very well; we've had very few issues with it. On the couple of occasions that we have had to engage technical support, they have been very quick with first-call resolution, and we've been very happy with our experience during that process.

LogicMonitor provides very wide support for just about any device that you can use in an enterprise environment. We've used it for VMware, XenServer, and Hyper-V on the hypervisor side. On the storage side, we have people using NetApp and Dell EMC. On the networking, we are using Cisco. We also have some customers running UniFi gear and Juniper. There are just a massive variety of devices that it can monitor out-of-the-box.

Which solution did I use previously and why did I switch?

LogicMonitor was a great move for us in terms of consolidating our monitoring tools. We previously used a combination of paid and open source tools to monitor our customer environments. Being able to consolidate to LogicMonitor has allowed us to save significant time in server management when managing the tool. We have also seen a lot better onboarding times for our employees coming to the environment. It has been a great gain all-around.

The customer onboarding time was cut down by a half to maybe three-quarters. As far as the employee onboarding time, they only have to learn one tool instead of having to learn multiple tools. We have consolidated our collector or data source development from probably three languages down to just PowerShell. That has been a huge gain. It's much easier to find resources that can learn or know PowerShell, so that's been fantastic.

LogicMonitor replaced Observium, Zabbix, Nagios, and SolarWinds.

How was the initial setup?

The initial setup with LogicMonitor was very straightforward. The team at LogicMonitor worked with us to deploy our first collector, then walked us through how to create groups and assign properties to the groups or devices. Most devices have very good metrics out-of-the-box, as the data sources that LogicMonitor provides are excellent for the vast majority of devices. Where we have had to create our own data sources has been with our managed services around more complex data sets, not a specific device.

In our organization, deploying to our internal systems took probably six hours. It was very easy.

What about the implementation team?

We did the initial implementation with the LogicMonitor team. They had a very straightforward strategy as far as getting it deployed. It was very easy to get our devices added in there. As we have moved forward, we have certainly learned different tips and tricks as far as how we organize devices into categories or groups in order to effectively monitor devices with minimal user interaction.

What was our ROI?

The return on investment with LogicMonitor has been excellent. We have seen a great reduction in the number of hours spent managing the tool as well as the ability to monitor a wide variety of services and systems without significant investment, in terms of time for developing custom modules or having to dissect a tool to figure out exactly what we need to do to add the functionality that we're looking for. On top of that, being able to onboard our own employees in a much faster method with only having to learn one tool instead of having to learn four or five tools has been a gain to the net positive with our onboarding process.

Our customer onboarding process is now automated. We don't have to go in and manually create a large numbers of devices in multiple platforms. We go through the process and install the collectors at the customer site, then we have templates that we utilize to deploy LogicMonitor out to those collectors. The automation with LogicMonitor has probably saved us 20 or 30 percent in time, as far as deployment to customers goes.

What's my experience with pricing, setup cost, and licensing?

As a managed services provider, the licensing model that LogicMonitor provides us is excellent. We are able to scale up and scale down as needed. The pricing is reasonable for the amount of features and support that they provide.

As a managed service provider, we have the highest level of licensing that they offer, so we don't have any extra fees. I believe there are some add-ons for some of the lower tiers of LogicMonitor service, but that's not something that we use with our agreement.

Which other solutions did I evaluate?

We found that the amount of time that we were spending on managing the tool or doing upgrades was significant. We found that the cost of LogicMonitor was less than the cost to maintain some of these open source products that we had running. The other side of that is there were some new features that we wanted to roll out to decrease our footprint as far as what we're monitoring. The time that we would have taken to develop or enable those modules in our toolsets would have had a higher cost than moving to this software as a service based product.

We evaluated a handful of options. The ability of LogicMonitor analysis as a managed service provider really shined. A lot of the other products didn't have a great MSP portal or their role-based access control was not really mature enough to handle multiple tenants. Therefore, LogicMonitor won out very quickly when we started to evaluate most of the players out there.

We looked at SolarWinds and a couple of other solutions.

What other advice do I have?

If you are looking to implement LogicMonitor for the first time, work through their available documentation. There are a couple of certifications that they offer which are very good and give you a good foothold into the process. Then, talk with people who are currently using LogicMonitor. There is a great support community out there with people who are more than willing to help.

AIOps does provide a very useful data set. They have been continually improving it. AIOps is one of those things, which is there and we use it a bit. While the dynamic thresholding is interesting, the anomaly detection is probably more a nice to have, and not more of the primary features that we use.

We have not utilized the automated discovery and deployment. With managed services, we have to keep track of how we charge customers. Generally, we have a specific list of devices that we're going to monitor, so we don't use the discovery features on LogicMonitor.

As far as monitoring platforms go, I have worked with a wide variety. I would give LogicMonitor a 10 out of 10.

Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
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