Giving MSPs access to ServiceNow isn’t the only answer

Modern IT leaders are expected to move quickly, stay compliant, and deliver measurable outcomes. But if you're working with external Managed Service Providers (MSPs), there's a growing operational tax you’re probably already paying, even if you don’t see the invoice.

You’re still doing the heavy lifting, chasing updates, and reconciling data across systems your MSPs don’t own, don’t access, or outright avoid.

Let’s take a closer look.

You run ServiceNow. They run ConnectWise. Now what?

Your business invested in a best-in-class ITSM like ServiceNow for a reason - to streamline processes, improve reporting, and stay audit-ready.

But most MSPs use their own PSA tools like ConnectWise, Autotask, or HaloPSA. And most don’t want or know how to work inside your environment.

The result?

• Tickets arrive via email, not API

• Status updates lag behind the work

• SLAs slip because no one saw the update

• Your team wastes hours reconciling what should be synced

No one is trying to create friction. But when systems aren’t integrated, pain is the default.

Multi-sourcing means multiplied mess

It’s rare for large enterprises to rely on just one MSP. You might have one for infrastructure, another for service desk, and a third for security.

That fragmentation makes things worse:

• Three providers, three tools, zero visibility

• ServiceNow becomes a dumping ground for email chains

• Reporting is unreliable, and accountability is unclear

You wanted specialisation. Instead, you’re managing a mess.

Giving MSPs access to ServiceNow isn’t the answer

Some teams try to solve the visibility gap by giving MSPs ServiceNow logins.

It sounds simple. But in practice, it’s costly and risky:

• Enterprise-grade licenses are expensive, often hundreds per user per month

• Role management becomes complex and error-prone

• Departing technicians must be deprovisioned fast to stay compliant

You end up footing the bill, giving up control, and still not getting clean, usable data.

That’s not a solution. It’s a workaround.

What enterprise IT teams actually want

The goal isn’t to force MSPs into your tools. It’s to ensure updates, visibility, and compliance flow no matter which tools they use.

That’s why we built Support Fusion.

We act as the integration layer between your ITSM and your MSP’s PSA. No swivel-chair data entry. No extra licenses. No risk of missed updates.

With Support Fusion:

• Tickets stay in sync automatically

• Data flows securely and consistently

• Reporting happens without chasing people

• You maintain full oversight and compliance

Your MSPs keep their tools. You keep your standards.

Co-managed shouldn’t mean co-burdened

Support Fusion was built for enterprises that co-manage IT with external providers and are tired of doing all the work.

You’ve got bigger things to do than format tickets, re-enter data, or manually reconcile reports.

Let us handle the integration layer.

Support Fusion is now in early access

Our first integrations include ServiceNow, ConnectWise, HaloPSA, and Jira Service Management.

If your MSPs aren’t working the way your ITSM was designed to, let’s fix that.