How One MSP Used AI to Cut Noise by 78% and Reclaim Engineering Time

An operations team at one of the Asia-Pacific’s largest managed service providers (MSPs) was drowning in their own success. Years of investment in monitoring tools and automation had created comprehensive visibility—and comprehensive chaos. Engineers opened dashboards each morning to find thousands of alerts waiting, with critical incidents buried somewhere inside.

The scale of the problem was overwhelming their capacity to respond effectively. As the business grew, meeting SLAs became increasingly difficult, and service quality suffered under the weight of alert fatigue.

The MSP needed a fundamental change in approach. That change came in the form of Edwin AI, an AI agent for ITOps. Implementing this AI-powered incident management product achieved measurable results within weeks. Alert noise dropped by 78%, incident volumes decreased dramatically, and the team shifted from reactive firefighting to strategic problem-solving.

Here’s how they transformed their IT operations.

The Solution: Let Edwin AI Do the Sorting

The MSP implemented Edwin AI, LogicMonitor’s AI agent for ITOps, to process alert streams from their existing observability infrastructure. Edwin AI operates as an intelligence layer between their current tools, ingesting raw alerts from across the technology stack, identifying patterns, eliminating duplicate issues, and surfacing incidents that require human attention.

Instead of engineers manually connecting related events across different systems, Edwin AI performs correlation work automatically and routes consolidated incidents directly into ServiceNow.

The implementation created immediate operational changes:

• Alerts from multiple monitoring tools flow into a unified stream
• Redundant notifications are grouped together before ticket creation
• Related events from different systems are connected to provide complete incident context
• Each actionable event arrives in ServiceNow with full background information

Engineers now receive incidents with the context needed to begin troubleshooting immediately. Edwin AI eliminated the need to hunt through multiple systems to understand system failures. By converting fragmented alert streams into structured incident workflows, it allows technical teams to apply their expertise to resolution rather than information gathering.

The Results: From Reactive to Strategic

Edwin AI delivered measurable improvements within weeks of implementation, including:

• 78% reduction in alert noise. Engineers focus on genuine issues rather than filtering false positives
• 70% deduplication rate. Repetitive tickets eliminated at the source, reducing confusion in ServiceNow
• 67% alert correlation across systems. Related incidents linked automatically for complete context
• 85% drop in ITSM incident volume. Fewer, more meaningful tickets reduce cognitive load on engineering teams

These improvements freed up significant engineering time. The team can now concentrate on high-impact incidents and resolve them more efficiently. With fewer context switches between low-priority alerts, engineers gained capacity for proactive system improvements.

The operational transformation benefited both customers and staff. Service quality improved while engineer burnout decreased. The MSP gained a clearer path toward operational excellence through intelligent incident management.

How to Create a Smarter Workflow, Not Just a Faster One

Edwin AI restructured the MSP’s entire incident management process by converting raw alerts into comprehensive, contextual incidents. Engineers receive complete information packages rather than fragmented data requiring manual assembly.

Each incident now includes:

• A clear timeline showing when alerts triggered
• Correlated signals demonstrating how issues connect across systems
• Guided actions with suggested resolution steps

Engineers work with complete narratives that explain what happened, the business impact, and recommended responses.

ServiceNow evolved from a ticket repository into a comprehensive source of truth. Edwin AI feeds deduplicated and correlated events into the ITSM system, ensuring each ticket contains full context rather than isolated alert fragments.

According to the operations lead: “Edwin AI gives us clarity on what’s actually meaningful. We see the complete picture instead of puzzle pieces.”

This workflow transformation changed how the team approaches incident management, shifting from information gathering to solution implementation.

What’s Next: Building Toward Autonomous Operations

The MSP’s success with Edwin AI has opened the door to even more ambitious operational improvements. With alert noise under control and workflows streamlined, they’re now exploring how AI can move beyond correlation to autonomous decision-making.

Their roadmap includes agentic AIOps capabilities that will surface instant, context-aware answers pulled from telemetry data, runbooks, and historical incidents. Root cause analysis summaries will be delivered directly in collaboration tools like Slack and Teams, accelerating team decision-making. And Edwin’s GenAI Agent will also provide runbook-based recommendations that combine Edwin’s pattern recognition with the MSP’s own operational expertise.

The long-term vision extends beyond faster incident response to fundamentally different operations. Instead of engineers reacting to system events, AI will handle routine remediation while humans focus on complex problem-solving and strategic improvements. This evolution from reactive to proactive to autonomous operations represents the next phase in IT operations maturity.

Their operations lead frames it simply: “We’ve proven AI can sort the signals from the noise. Now we’re working toward AI that can act on those signals automatically.”

Why It Matters for Every MSP

AIOps environments have reached a complexity threshold that challenges traditional management approaches. Hybrid architectures, escalating customer demands, and continuous service expectations create operational loads that strain human capacity.

This MSP’s transformation demonstrates a replicable approach: intelligent alert filtering eliminates noise before it reaches human operators, automated correlation and deduplication prevent redundant work, and engineers gain capacity for strategic initiatives that drive business value.

The operational model shift from reactive alert processing to proactive system management addresses the fundamental scalability challenge facing managed service providers today.

According to their operations lead: “Modern ITOps generates a storm of signals no human team can sift alone. AI lets our people do more with less and still raise the bar on service. It turns complexity into a competitive advantage.”

MSPs operating without AI-powered incident management face mounting pressure as alert volumes continue growing while human capacity remains fixed. Organizations implementing intelligent automation now establish operational advantages that become increasingly valuable over time.

For MSPs evaluating their incident management approach, this transformation offers a clear example of how AI can turn operational complexity from a burden into a competitive advantage.