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20 PSA Software Tools, Alternatives for MSPs & VARs

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11. ManageEngine ServiceDesk PlusManageEngine offers IT management tools to corporate IT departments and MSPs. The service desk component is free to MSPs.


12. Microsoft Project MadeiraWe’re not saying Project Madeira specifically is a PSA platform. But channel partners should keep close tabs on this beta effort — and its potential implications for overall business management.


13. NetSuite OpenAir: Some IT service providers have certainly adopted OpenAir, but we haven’t seen NetSuite make a super-aggressive push to engage VARs and MSPs as customers. Oracle as of mid-2016 is in the process of buying NetSuite, so we’re curious to see whether that impacts OpenAir’s future direction.



14. NetSuite PSA: Last we heard, NetSuite OpenAir and NetSuite PSA were separate products. But exactly how they differ and how they overlap remains a mystery to us.


15. Projector PSAAnother niche provider, Projector PSA targets multiple vertical markets — including technology companies and professional services businesses.


16. PromysThe company pitches itself as enterprise-class PSA, which was launched by a Cisco gold partner. Promys definitely has some adopters across the MSP an VAR markets, including large IT service providers.


17. SolarWinds N-able MSP Manager: SolarWinds has extended N-able beyond its RMM heritage to offer some PSA capabilities. MSP Manager, based on an acquired company’s code, is N-able’s service management software. It’s part of the growing SolarWinds MSP business, which includes the N-able and LogicNow product portfolios.



18. Tigerpaw SoftwareTigerpaw’s business automation platform includes PSA and more for IT service providers. At times, the company has competed head-on against Autotask and ConnectWise. But Tigerpaw has been somewhat late to the cloud-based PSA market. We expect updates in those areas during Tigerpaw Conference 2016, which is set for October.


19. TenroxUpland Software in mid-2016 launched a major upgrade to Tenrox, the company’s professional services automation (PSA) and time and expense tracking application. Among the integration twists: Upland Integration Manager, powered by Dell Boomi, allows for configurable integrations to a variety of Upland products as well as third party systems, the company says. We don’t know if Tenrox has a critical mass of VAR and MSP adopters.


20. Workday PSAWorkday is best known for its SaaS-based HR, financial and business management software. Workday PSA is a more recent focus area. It’s a safe bet the offering seeks to counter rival NetSuite on the PSA front. And we don’t know if it has traction among IT service providers.


21: Who Did We Miss?: Surely, there’s an additional option that allows us to climb beyond the 20-company mark. Let us know what we overlooked.

We’ll continue to update this article as various PSA platforms achieve new milestones. For our day-to-day PSA coverage, visit here.

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13 Comments

Comments

    Clark:

    You missed the biggest of them all ServiceNow!

    Joe Panettieri:

    Clark: You raise a great point. We’ve been watching ServiceNow’s business moves — including that recent security strategy. Also, we mentioned ServiceNow a bit in our closely related ZenDesk coverage… Lots of moving pieces to watch here.
    -jp

    Arthur:

    Dyn is a great PSA solution for MSPs who want to optimize and scale management of Internet performance for cloud apps and platforms on behalf of their customers. Dyn can also be used by MSPs for growing their own business, whether prospecting for new sales, winning competitive bids, or planning with and servicing new and existing accounts.

      Joe Panettieri:

      Hey Arthur: Thanks for the background on Dyn. Not sure if it really fits in the “PSA” category or if the solution is closer to RMM (remote monitoring and management)… Let me know.

      Readers: Arthur is VP of biz development at Dyn.

      Best,
      -jp

    Ray Barber:

    Hi Joe,

    Great coverage as always. Here’s another one: http://www.computicatepsa.com/ (disclosure: I know the owner, but I am not currently affiliated in any way)

    I agree on the point of Unification vs Integration and my guess is many may not fully think through the consequences. I see Unification as a great concept like the holy grail of ASPOG (A Single Pane of Glass) was for RMM. It faces a couple of major challenges; 1) For the vendor: Technology changes fast, building a truly unified platform of RMM/PSA etc. is a lot of work and means making some major development decisions and investment, if the market changes it’s then hard to change with it 2) For the MSP: If it’s good unification the MSP will become dependent upon it, even more so than just an RMM or PSA – it will be extremely difficult to move if it if it turns out there is a mismatch with your business model and/or overall functional needs, which often isn’t obvious in the beginning.

    Which is not to say that it can’t be a good thing, it just needs to be judged carefully before committing your MSP to that path, Unification has to be judged on the merits of its implementation, don’t just assume Unified is better.

    What I believe is missing is _great_ integration in a lot of the PSA/RMM players. Many, if not most of the platforms are last generation or even 2 development ‘generations’ old (Kaseya, Connectwise for example, I’m sure they’d argue otherwise, but having to install SQL and IIS is so 2000!), which means true integration is really hard for external parties (speaking from a lot of experience). This is where the other less ‘traditional’ players are going to start making an impact. Smart MSP’s have developers onboard and know that some level of ‘lite’ development is a part of doing business now. These guys look for the platforms that support RESTFul API’s etc. and up-to-the-minute real-time cloud integration concepts that make not just data but also objects inside of their systems truly “available for use”.

    I believe that integration will be a key differentiator in many ways over the next few years, and that is a MUCH sticker model for the vendors if they can see past having to own every part of a market, plus it still gives the partners/customers (MSP’s) the flexibility to use the toolsets that meet thier needs and plug gaps where necessary.

    Sorry for the dissertation, big subject! 🙂

    Ray

      Joe Panettieri:

      Hey Ray: Thanks for adding some timely perspectives. We covered Computicate a few hours ago here and we will be sure to stay in touch with the company.
      -jp

    Dave Kremer:

    We use Kimble PSA which native on Force.com platform. Great out-of-the-box solution that compliments Salesforce CRM and requires configuration instead of code.

      Joe Panettieri:

      Hey Dave: Thanks for shedding a bit more light on why some IT service providers are embracing Kimble. I’ve heard from chatter from other Kimble customers who seem pleased with the Salesforce integration. Please send me updates about Atlas whenever you achieve business milestones, etc. I’d welcome the opportunity to learn more about you and your business. Joe [at] AfterNines [dot] com.
      -jp

    Steve Mazza:

    You did not mention Tigerpaw. Any reason to that?

      Joe Panettieri:

      Hi Steve: The list is sorted Alphabetically. Tigerpaw is on page two.
      -jp

    Johnny:

    Hey Joe, great list, but how updated an updated version and maybe even a review or community board for each one? The PSA/RMM providers are changing quickly. We would love to find something with a more modern UI like MSP Manager or Vorex, but with the reliability and feature set of AutoTask and ConnectWise.

    Johnny:

    Oh yeah, two others to keep an eye on are Syncro (born from RepairShopr) and SherpaDesk. Both are still not fully mature but seem to be developing quickly. Cheers!

    Joe Panettieri:

    Johnny: Thank you for the thoughtful note. We’ll have something ready for readers soon. Stay tuned.
    -jp

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