How MSP nicos Leverages LogicMonitor to Cut Development Time in Half

For over 25 years, nicos has provided flexible, reliable support to German manufacturers and global companies. But as nicos’ customer base grew in both technological needs and global footprint, the MSP found that it needed its own new, trusted partner to support scaling operations. 

The need: Improved monitoring with faster alerts and onboarding

Before implementing LogicMonitor, nicos used a proprietary, on-premises legacy system that suffered from multi-hour delays in system updates and deployment of new monitoring endpoints. It also required extensive manual work each time a customer’s needs changed.

“In the past, it was quite simple. One router, one line connected to that router, and so on,” said Lemke. “But now we have cloud services and SD-WAN services where a device is connected to multiple lines. It’s a more diverse technical landscape.” 

The company needed a solution that could:

• Meet or exceed their existing level of customisation to support customers whose systems weren’t supported by traditional internet service provider (ISP) offerings 
• Exist in the cloud for faster onboarding and deployment across worldwide operations 
• Support automation processes to reduce manual work required during each onboarding or update process

The solution: Custom LogicMonitor and ServiceNow integrations

To speed up its onboarding and improve observability, nicos leveraged a mix of existing LogicMonitor modules and built custom integrations using the LogicMonitor API and ServiceNow.

“Flexibility was important for us to have in a system. And we needed a software as a service (SaaS) solution where we aren’t operating the major parts of the infrastructure on our own,” Lemke said.  “LogicMonitor helped us get custom projects up to speed a lot faster because several modules were already provided. We could set up monitoring for those individual service constructs very quickly.”

After deploying LogicMonitor and ServiceNow, nicos saw immediate improvements like:

• Faster customer onboarding > A 50% reduction in manual configuration and development time 
• 24/7 operations and updates > Event-based service interfaces that support real-time updates
• Improved alerts > Near-instant alerts when part of a system changes or disables 

“When we’re deploying new customers’ projects, we have anywhere from five to 300 sites to deploy,” said Lemke. “And LogicMonitor doesn’t require us to spend time doing everything by hand.”

Plus, the introduction of real-time monitoring empowers nicos customers to ensure their operations have the best possible uptime — further cementing nicos’ place as a leading MSP in the German market.

What’s next: Refining the approach to hybrid observability

With their flexible LogicMonitor and ServiceNow integration in place, the nicos team is continually looking for new ways to improve how they collect and leverage data. 

“We’re heavy users of the service insights layer because at nicos, we’ve always focused on delivering complete services and customised solutions — not just managing individual devices or lines,” said Lemke. “Our dedicated team continuously explores ways to integrate multiple sources of information and leverage AI to improve the efficiency of our monitoring systems.”