Exploring Essential Project Management and Service Desk Automation Functionality

Many MSPs base core services on remote monitoring and management (RMM) solutions but still struggle to manage projects and fully automate their service desks.

The solution to this dilemma is a professional services automation (PSA) tool that is designed specifically for MSPs and integrated with their core RMM solution.

Kevin Franck, VP of product management at Kaseya, laid out how a PSA solution, in tandem with RMM, can bring new MSP riches through tighter customer relationships and richer services. Franck focused specifically on Kaseya’s VSA-BMS duo.

The BMS-VSA Tag Team

As the graphic below illustrates, BMS and VSA offer great synergy. VSA handles core IT functions such as monitoring, patching, tracking network performance, and remediating problems, while BMS takes care of the businesses interactions with the customer, such as invoicing and handling projects, based on what is happening on the RMM and the data it contains.

The integration of VSA and BMS means that your account information is in sync with IT activities related to that client, and both systems have the same information on the client’s IT assets.

Many MPSs use BMS for trouble tickets, and here these tickets are in sync with RMM client data and remediation capabilities, such as Live Connect for remote control and endpoint access.

An RMM solution leads to efficiency in automating IT tasks. The PSA brings that same efficiency to MSP technicians. This efficiency largely pertains to projects and the service desk. On the service desk side, BMS automates the technicians’ workflows and provides data in support of customer SLAs.

For projects, technicians clearly understand those required tasks, the items on which these tasks depend, how long the project will take, and what this means in terms of staff time and budget considerations.

Just as VSA automates items such as patching, BMS deeply automates how tickets are handled. When the ticket arrives, it is automatically routed, sent to the proper queue, and categorized to ease technician handling. It also provides notifications through all stages of the ticketing process.

Kaseya BMS is your Next-Gen PSA

BMS by Kaseya is the first next-generation PSA built 100 percent for MSPs. With it, you can free staff members to focus more attention on strategically selling new services, scoping and deploying these services, then running them in a profitable way. At the same time, you will spend far less time dealing with non-revenue-generating work such as project management and billing.

With BMS, you can:

• Define and deploy new services rapidly
• Manage client IT projects effectively
• Monitor service delivery with 360 degrees of visibility

With Kaseya BMS, everything is built from the project out. BMS schedules all resources for the MSP while allowing you to track and manage inventory as well as people and contracts. Billing is tied to projects (and all dependencies). Finally, BMS takes into account scheduling activities that are not project activities.

Other attributes include:

• Low cost to implement, administer, and manage
• Rapid implementation time
• No need for dedicated administrator (or redirecting staff time to manage)

Learn more about how your business can benefit from BMS

Posted by Doug Barney
Doug Barney was the founding editor of Redmond Magazine, Redmond Channel Partner, Redmond Developer News and Virtualization Review. Doug also served as Executive Editor of Network World, Editor in Chief of AmigaWorld, and Editor in Chief of Network Computing.
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