What to Look for in a PSA: Go Next Generation  

Checklist clipboard

MSPs are turning in droves to professional services automation (PSA) solutions to improve the efficiency of their operations, solve problems more quickly, track work hours and expenses, and improve the bottom line.

Many solutions compete in this space, making for a complex buying decision. For detailed help, download the ebook Best Practices: PSA Buyers Guide: How To Choose The Right Solution for Your Business.

Significant Market Growth

The value PSAs are driving impressive, so if you are not using one, chances are your competitors are. MarketsandMarkets research indicates that PSA revenue will grow from $716 million in 2017 to $1.24 billion by 2022. The drivers behind this 11.7-percent compound annual growth rate include the cloud, the deployment of online service delivery, and the need for mobility, scalability, and flexibility.

As the tech market evolves, so does PSA itself, leading to the development of next-generation PSA solutions with better cloud capabilities, richer feature sets, and integration with remote monitoring and management (RMM), accounting software, and other application.

These next-generation PSAs are built from the ground up for the cloud, making them easier to manage, more affordable, and having greater flexibility, scalability, and speed. The right solution can boost revenue through the smooth introduction of new services, such as departmental billing or project management, and profitability by making the use of admin and techs’ time more efficient and capturing all hours spent.

There are a few things to look at when considering moving to a PSA or upgrading the one you have.

Ease of use is critical

Next-generation PSA solutions should be easier to run than legacy solutions, but not all PSAs are equally elegant. With a good tool, your techs should do tasks straightforwardly, quickly and with a minimum of training. Essential tasks such as entering employees into HR folders or adding roles to employee records should not involve screen hopping.

Project management is a big part of the PSA story, as it ensures projects are completed properly, employees’ roles are tracked and measured, and all time-spend it accounted for and billed out. All of these operations should be effortless, and staff able to view real-time project status reports. The application should be intuitive enough that personnel can learn how to create a new project from scratch, assign tasks and employees, or copy existing projects with little or no training. Project management tools should also help the organization improve its forecasting capabilities.

Time savings equals dollar savings

If your MSP techs are more efficient, you will by definition increase profit. Simply put, as tasks are done faster, more work is accomplished per unit of time. This is where the value of a next-generation PSA kicks in. Such a solution lets techs switch quickly between functions such as trouble ticketing, billing, project management, CRM, and inventory tracking. With a modern PSA, these functions are all tied closely together. This integration between components means an item entered in one part of the suite automatically triggers corresponding actions in other applications — without the hassle of re-entering data, which creates errors, or switching screens.

Serviceable serve desk functionality

The service desk is critical to solving problems and keeping systems secure. With more and more devices and the rise of threats, the service desk is beyond fast-paced. That said, MSP techs and IT pros should not waste even a minute figuring out which trouble tickets have been closed, which ones need actions, and what else needs to be done.

Creating tickets and launching projects must be fast, automated, and efficient. Having to open multiple applications is a waste of time and unnecessarily complex. Instead, needed components should be seamlessly integrated together and work as one — viewable on one pane of glass. Tickets should immediately capture a customer issue and assign a task to the appropriate employees for resolution.

BMS by Kaseya is your Next-Gen PSA

Kaseya BMS is the first next-generation PSA built specifically for MSPs. With it, you can free staff to focus more attention on strategically selling new services, scoping and deploying these service, 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 Kaseya BMS, everything is built from the project out. BMS also schedules all resources for the MSP. At the same time, you can track and manage inventory as well as people, contracts, and with billing all tied to projects (and all dependencies). Finally, BMS takes into account scheduling activities that are not project activities.

To learn more details about how to choose the right solution for your business, download our PSA Buyers Guide.


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.

RMM + PSA – The Very Definition of IT Synergy

Most MSPs use remote monitoring and management (RMM)  as well as professional services automation (PSA). Many start with RMM, addingRead More

Supersize Your MSP with NOC Services

As the global managed services market is poised to cross 257.84 Billion USD by 2022, the future looks bright forRead More

SMB Needs Driving Paradigm Shift for RMM

The next generation of remote monitoring and management (RMM) isn’t being driven by a new technology, protocol or industry standardRead More


BCDR Delivers Significant Added Value to MSP Offerings

Backup is arguably the most well understood line of defense for businesses. But not everyone understands that data backup aloneRead More

Connect IT - You're Invited! - Join us at MGM Grand Las Vegas - May 4th - 7th, 2020
Get the 2019 Kaseya State of IT Operations Report - Download Now