ControlUp announced the availability of ControlUp IT Service Management (ITSM) Connector, an integration with ServiceNow which combines physical device and unified communication real-time metrics from ControlUp Edge DX.
The ITSM solution is available in the ServiceNow Store. ControlUp ITSM Connector delivers faster remediation and automated ticket generation within ServiceNow to solve IT issues before users are aware of a problem.
As a Registered Build Partner, ControlUp is offering the ITSM solution to help increase Level One efficiency in data presentation, reduce Level One ticket handling via ControlUp Edge DX automation, and align ControlUp Edge DX with existing workflows.
The addition of ControlUp monitoring and remediation services drives significant benefits for ServiceNow customers, including:
- Incident Management - ControlUp Edge DX is purposely designed to provide a better desktop experience for employees, boosting productivity and reducing downtime.
- Problem Management - ControlUp Edge DX accelerates root cause resolution with synthetic testing for automated problem identification and remediation before the user is aware of the issue.
- Service Operations Workspace - ControlUp Edge DX reduces ticket generation with automated problem identification and resolution, minimizing service disruptions for a better employee experience.
"The addition of ControlUp monitoring and management services within the ServiceNow Store allows IT organizations to offer a significantly improved user experience," said Jon Wallace, CTO, ControlUp. "Our DEX platform simplifies the delivery of high-performing workspaces and delivers physical and virtual monitoring along with proactive network and device testing, automation, and access to a global community of IT professionals sharing insights and solutions."
"Partnerships succeed best when we lean into our unique skills and expertise and have a clear view into the problem we're trying to solve," said Erica Volini, senior vice president of global partnerships at ServiceNow. "ControlUp's integration extends our reach well beyond where we can go alone and represents the legacy and goals of the Now Platform. I am thrilled to see the continued innovation we will achieve together to help organizations succeed in the era of digital business."
The Latest
In MEAN TIME TO INSIGHT Episode 24, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses network observability tool sprawl ...
In cloud-native systems, scaling is often as simple as moving a slider. For on-premise databases, the stakes are different. Over-provisioning hardware is expensive. Under-provisioning leads to performance bottlenecks that are difficult to fix once the equipment is in the rack ...
When most people think about cybersecurity, they picture firewalls, encryption, and access controls — technical tools designed to protect systems and data. But beneath the technology lies a deeper set of principles about trust, decision-making, and resilience ... The best leaders don't eliminate risk. They manage it intelligently. And in many ways, cybersecurity offers a surprisingly useful playbook for doing exactly that ...
Many organizations assumed their infrastructure strategy was settled. It had been implemented, optimized and built into long-term plans. Recent changes in technology and vendor consolidation are forcing a second look. Cloud outages and licensing changes have exposed how much dependency exists on a small number of platforms. As a result, organizations are reevaluating whether those decisions still hold up under current conditions ...
Edge AI is strategically embedded in core IT and infrastructure spending across industries, according to the 2026 Edge AI Survey from ZEDEDA. The research shows that 83% of C-suite and IT executive respondents say edge AI is important to their core business strategy ...
As AI adoption accelerates, operational complexity — not model intelligence — is becoming the primary barrier to reliable AI at scale, according to the State of AI Engineering 2026 from Datadog ... The report highlights a compounding complexity challenge as AI systems scale ... Around 5% of AI model requests fail in production, with nearly 60% of those failures caused by capacity limits ...
For years, production operations teams have treated alert fatigue as a quality-of-life problem: something that makes on-call rotations miserable but isn't considered a direct contributor to outages. That framing doesn't capture how these systems fail, and we now have data to show why. More importantly, it's now clear alert fatigue is a symptom of a deeper issue: production systems have outgrown the current operational approaches ...
I was on a customer call last fall when an enterprise architect said something I haven't been able to shake. Her team had just spent four months trying to swap one AI vendor for another. The original plan said three weeks. "We didn't switch vendors," she told me. "We rebuilt half our integrations and discovered what we'd actually been depending on." Most enterprise leaders don't expect that to be the experience ...
Ask any senior SRE or platform engineer what keeps them up at night, and the answer probably isn't the monitoring tool — it's the data feeding it. The proliferation of APM, observability, and AIOps platforms has created a telemetry sprawl problem that most teams manage reactively rather than architect proactively. Metrics are going to one platform. Traces routed somewhere else. Logs duplicated across multiple backends because nobody wants to be caught without them when something breaks. Every redundant stream costs money ...
80% of respondents agree that the IT role is shifting from operators to orchestrators, according to the 2026 IT Trends Report: The Human Side of Autonomous IT from SolarWinds ...