How Markel Uses LogicMonitor and Edwin AI to Strengthen Global IT Operations

Markel uses LogicMonitor and Edwin AI to improve visibility across its hybrid environment, reduce alert noise by 79%, automate CI provisioning, and build a foundation for AI-assisted IT operations.

How Markel Built a Foundation for Agentic IT Operations

Markel is strengthening global IT operations by combining consistent hybrid monitoring, disciplined alert management, and tighter workflow integration. With LogicMonitor as its observability foundation, the specialty insurer has improved visibility across regions, automated ServiceNow provisioning, and begun using Edwin AI to bring more context and consistency to incident review.

Challenge: Building a Stronger Monitoring Foundation

Markel needed a clearer way to distinguish routine alerts from issues requiring action across its distributed hybrid environment. Troubleshooting still depended heavily on manual context gathering, monitoring practices varied across teams, and configuration changes created operational overhead.

Before expanding AI-assisted workflows, Markel focused on improving monitoring standards, refining alert tuning, keeping operational data current, and creating a more consistent operating model.

Why Markel Chose LogicMonitor

LogicMonitor gave Markel a single platform for monitoring traditional infrastructure and cloud services across its global environment. The team gained more granular visibility, greater flexibility, and more precise control over alerting than its previous tools provided.

Markel also worked with LogicMonitor Professional Services to customize its ServiceNow integration, automatically provisioning configuration items into LogicMonitor. This reduced repetitive work and helped keep monitoring aligned as the infrastructure changed.

Why Markel Chose Edwin AI

Markel added Edwin AI to help engineers begin investigations with more operational context and review incidents more consistently across teams and shifts. AI-generated summaries and change-related context can give less experienced engineers a stronger starting point while allowing senior engineers to focus on more complex issues.

Markel is evaluating where Edwin AI can best support incident handling and fit into ServiceNow workflows, with human review remaining central to operational decision-making.

Results: Better Signals, Less Manual Work

Markel has created a more consistent view of its global hybrid environment, improved alert tuning, and automated configuration item provisioning from ServiceNow into LogicMonitor.

Edwin AI dashboards show a 79% reduction in alert noise and an 81% alert deduplication rate, reflecting the alerts filtered and consolidated by the platform. Together, LogicMonitor, Edwin AI, and ServiceNow provide a stronger workflow foundation for future governed automation and AI-assisted operations.

See how Markel improved hybrid visibility, reduced manual work, and built a trusted foundation for AI incident management.

Download the case study

14-day access to the full LogicMonitor platform

Culture