RMM and PSA Software: Differences and How to Choose
To run a successful MSP company, you will need to purchase certain software. Of the software commonly used by MSPs, there are two that come up frequently: remote monitoring and management (RMM) and professional services automation (PSA).
Here, we will discuss the key features of RMM and PSA software. We will then explore which factors to consider when choosing between the two, based on your company’s requirements.
RMM and PSA: What’s the Difference?
First, let’s discuss exactly what these two software solutions are and what they do.
What is an RMM?
Remote monitoring and management (RMM) software do exactly what the name implies. RMM technology helps MSPs monitor and actively manage a client’s IT systems and networks from their own devices - remotely.
RMM software automatically sends alerts to the MSP when a problem in a customer’s network is identified. The RMM software can identify an issue and alert the MSP before the customer is even aware of the problem.
This makes RMM software the perfect tool for staying on top of network maintenance.
Once alerted to a problem, an MSP employee can log into a device remotely. Depending on the nature of the problem, the RMM software will allow them to patch up software, study network traffic, run antivirus scans, and/or reboot the entire operating system if necessary.
In their 2020 MSP Benchmark Survey Report, Kayesa reported that of those surveyed, 61% of MSPs consider RMM as their most important tool.
Some RMM solutions for MSPs include SolarWinds RMM, NinjaRMM, Kaseya VSA, Datto RMM, and Atera.
What Is A PSA?
A professional services automation (PSA) tool helps MSP’s manage certain business processes.
These include things like keeping track of customer information and any devices under management. A PSA tool will also automatically track staff activity and translate that into billing hours.
Essentially, a PSA tool helps turn service tickets into invoices that can then be sent to the client. It provides a central platform for business processes, making it easy for MSPs to access client information and manage operations. With PSA software, MSPs can track their service performance over time.
In the same Kayesa 2020 MSP Benchmark Survey Report mentioned above, of those surveyed, 21% of MSPs consider their PSA tool as most important.
Some top PSA solutions for MSPs include SolarWinds MSP Manager, Atera, Kaseya BMS, Autotask PSA, and ConnectWise.
How to Choose Which Is Best for You
RMM and PSA software fulfill different roles, and both can be hugely useful to an MSP. Sometimes, however, an MSP might be forced to invest in only one. If that is the case, it is important to consider the following when making your choice.
IT Budget. Both software will help lower the operational costs of your MSP. However, it might not be possible to invest in both. Many RMM and PSA tools offer 30-day free trials.
It might be a good idea to do a trial run and estimate how much each tool will save you in the long run. From those estimates, you can determine which software is most beneficial for your MSP given budget constraints.
Management Resources. While these are automated tools, they still represent a new technology system that will need to be managed to some extent. MSPs should carefully consider if they have the IT expertise to get the most out of either tool.
Again, a 30-day free trial of the software might give you a good idea as to which tool is more easily managed within your MSP.
Cloud or on-premises. If your budget is tight, or you don’t have the management resources required to run these tools, one solution might be to opt for a cloud-based system. For this, MSPs will deploy the applications to the cloud.
Making the switch will save money as MSPs will pay for the tools using a flexible usage model that can be adjusted according to the available budget.
It will also solve any management issues as hardware maintenance and management will be offloaded onto another service provider.
Able to Invest in Both? Consider Integration
Many MSPs opt to invest in both software. If you are in a position to invest in both RMM and PSA tools, consider investing in an integrated tool.
Some IT service providers have started blending the RMM and PSA technology into one integrated tool. Having an integrated tool like this could help synchronize IT assets, streamline workflow and ensure efficient reporting among important networks.
If a blended tool doesn’t do it for you, be sure to invest in RMM and PSA tools that work well together. Integrating tools from different vendors can be tricky. The tools might work with each other, but you won’t be able to achieve the level of integration you could with tools from the same vendor.
When tools complement one another well and can be easily integrated, MSPs see a huge increase in productivity that will translate to profit.
In Conclusion
To remain competitive in the MSP market, you will need to invest in tools that simplify management and improve productivity. RMM and PSA software tools will help you achieve these goals.
The software might require you to initially invest time and money. But, once your MSP team learns how to use these tools to their full potential, you will see a return on their investment and then some.
For both tools, give a free trial a go. First-hand experience is the only way to determine which tool best suits your MSP business. Perhaps both are necessary.