IT management, MSP, Content

Harmony PSA Intros Co-Managed Service Desk for MSPs, End-Customers

Harmony Business Systems has released HarmonyPSA version 4.19 -- which allows MSPs to sell the professional services automation (PSA) application to end-customers that want to run the software as their internal service desk. The move allows end-customers to run their own service desks, with an escalation step to MSPs if or when the customer needs third-party help.

LinkedIn: HarmonyPSA Chairman Alistair Forbes
LinkedIn: Alistair Forbes, chairman, Harmony Business Systems
Harmony PSA CEO Steve Duckworth

In some ways, the new HarmonyPSA sounds like co-managed MSP tools that Autotask (now owned by Datto) and ConnectWise started pitching from time to time nearly a decade ago. The examples include Datto's Autotask TaskFire tool and ConnectWise's Steamline IT offering -- both of which strive to give MSPs co-manage capabilities with end-customers.

Still, HarmonyPSA asserts that its market approach is unique. In a prepared statement, Harmony Business Systems CEO Steve Duckworth said:

“We’re proud to be the first PSA to offer a built-in external service desk as a value-add our partners can market both to save their customers money and deepen their relationships. Rather than make it costly and complicated, as our competitors do, our external service desk capability is seamless, and available simply by altering external user permissions. Our partners neither need to install new software nor sign any forms; they simply add permissions for external users and can immediately start using the partner’s Harmony instance as their internal and shared service desk.”

Secure PSA Designed for Teams

The HarmonyPSA upgrade was designed with security in mind, the company says. For instance, the platform can allocate specific teams to customer groups, restricting their data views to data related to those customer groups only, Harmony asserts.

In terms of the financial model, external (customer) users will be billed monthly in arrears based upon the maximum number of those users active in the month. If a customer cancels, the MSP is not locked in to a volume contract they cannot use, Harmony says.

Based in London, HarmonyPSA is a niche (but growing) provider in the PSA market. SolarWinds MSP veteran Alistair Forbes is listed as chairman.

Joe Panettieri

Joe Panettieri is co-founder & editorial director of MSSP Alert and ChannelE2E, the two leading news & analysis sites for managed service providers in the cybersecurity market.