PSA (professional services automation) software remains a core requirement for MSPs (managed IT services providers) and IT consulting firms that want to manage tickets, billing, utilization rates, recurring revenues and plenty more.
Some PSA systems are designed for all types of professional services firms -- lawyers, accountants, auditors and more. But for the purpose of this article, we zeroed in on PSA tools that typically appeal to channel partners and IT consulting firms. Here are 30 options that caught our attention.
Top of the Market: PSA for MSPs in the SMB Sector
Before we dive into the entire list, it's important to offer some context. Here's the abridged edition for those who are new to the market: ConnectWise Manage and Datto's Autotask PSA are generally the best-known PSA options in the MSP-centric SMB sector. Also of note: Kaseya BMS (Business Management System) has a growing following within the Kaseya ecosystem. And SolarWinds acquired Samanage in early 2019 -- which could set the stage for a more aggressive PSA move from SolarWinds MSP down the road, ChannelE2E believes.
PSA for MSPs in the SMB Sector: 30 Options for 2019
Here's a company-by-company list of PSA software providers -- sorted alphabetically -- along with some insights from ChannelE2E. If we overlooked or failed to mention any companies, please email me ([email protected]) or post a comment.
Now, the list -- sorted alphabetically by company name.
1. Accelo: This PSA offering was initially developed as an internal business management system for Internetrix, a web consulting and development agency in Australia. Accelo has a focus on IT service providers and a niche following in that industry.
2. Atera: The company offers a blended PSA-RMM platform with a per-technician pricing model. Essentially a niche player, the company has tried to stand out in the crowded MSP software market -- where Private Equity ownership is often the norm. Details about the company's January 2019 release are here.
3. Autotask PSA from Datto: Autotask PSA and rival ConnectWise Manage (listed further below) are generally the two best-known options for MSPs in the SMB market. Private equity firm Vista Equity Partners acquired Datto and tucked Autotask into the business in late 2017. Since that time, Datto has taken a "must move faster" approach to PSA, accelerating the platform's R&D efforts.
4. ChangePoint: The provider of project and portfolio management (PPM), IT portfolio analysis (IIPA) and PSA applications has been quiet in 2019 and was mostly silent 2018. We haven't seen any recent activity in the IT services market. If anyone has updates, we're listening.
5. Computicate PSA: The platform was re-written starting in 2014 as a true SaaS platform with multi-tenant services for MSPs. The company offers this 10-point check list to help MSPs select a PSA platform. Overall this is a niche player but certainly focused on MSPs.
6. ConnectWise Manage: ConnectWise Manage and Datto's Autotask PSA (list above) are generally the two best-known options for MSPs in the SMB market. ConnectWise set the early market pace for PSA-RMM integration, acquiring multiple IT automation tools since 2010 or so. Thoma Bravo acquired the company in 2019, and vowed to maintain the software company's long-term strategic plan amid a CEO transition from Arnie Bellini to Jason Magee.
7. FinancialForce.com: The cloud-based software provider achieved an annual revenue run rate of $100 million somewhere between 2017 and 2018. The firm, founded in 2009, develops ERP and PSA capabilities for the Salesforce.com cloud ecosystem. Investors include Advent International, Salesforce Ventures and Technology Crossover Ventures. The company has more than 1,200 customers in 23 countries and users in 47 countries, according to a company FAQ -- though we don't know if the figure is current. Only a portion of the customer base involves IT service providers.
8. HarmonyPSA: Based in London, HarmonyPSA is a niche (but growing) provider in the PSA market -- and don't underestimate the firm. The company has customers across 15 countries. And SolarWinds MSP veteran Alistair Forbes is listed as chairman.
9. Karisoft: The company's founders are IT service provider veterans who ultimately wanted to build a better mouse trap in the PSA market. Karisoft's flagship offering, IT Pro Dashboard, specifically targets IT service providers. Still, the company's blog hasn't been updated since January 2017.
10. Kaseya Business Management Solution (BMS): Kaseya extended beyond RMM in 2015 and acquired Vorex, a niche supplier of PSA. Kaseya CEO Fred Voccola since that time has restored the company to growth mode. The business in May 2019 raised $500 million for more acquisitions. And during a conference keynote, Voccola vowed to ensure the company created more workflow integrations between Kaseya RMM, BMS and the company's other IT management tools. Overall, Kaseya has momentum. Still, the BMS offering has a significantly smaller installed base when compared to the company's flagship RRM software, ChannelE2E believes.
Continue to page two of three for PSA software providers 11 through 20.
Welcome to page two of three, featuring PSA software providers 11 through 20.
11. Kimble Applications: A well-known player in the Salesforce ecosystem. The company is backed by KKR. Key adopters include bigger names like Canon and Tata Consulting Services.
12. Krow Software: Krow maintains a relatively low profile in the overall PSA market. But the company has a respectful following -- including customers that value the tight Krow-Salesforce.com synergies. We haven't seen a specific MSP or IT services-centric sales push, however.
13. ManageEngine ServiceDesk Plus MSP: More than 700 organizations across 5o countries leverage this PSA system. It's free for up to five technicians.
14.Microsoft Dynamics 365 - Project Service Automation: Not quite a PSA system, and not a head-on MSP offering. But, plenty of IT consulting firms leverage this platform for their project management needs.
15. Naverisk: Better known for its RMM capability, Naverisk also has PSA and service desk features. And the company focuses aggressively on MSPs.
16. 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 acquired NetSuite in mid-2016.
17. 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.
18. Projector PSA: Another niche provider, Projector PSA targets multiple vertical markets -- including technology companies and professional services businesses. The company also seems to be focused on the high-end of the market -- promoting ways for customers to build $10 million in annual profit.
19. Promys: The 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. Also, the company strives to show technology service providers that there are multiple ways to view the PSA market, and the associated needs of TSPs.
20. Pulseway PSA: Part of a PSA-RMM suite. Rumor has it Kaseya has an investment stake in (or ownership control of) Pulseway. Some folks have wondered if Pulseway PSA is a white label version of Kaseya BMS.
Continue to page three of three for PSA software providers 21 through 30.
Welcome to page three of three, featuring PSA software providers 21 through 30.
21. ServiceNow: An IT service management (ITSM) platform at the high-end of the market, ServiceNow has a massive installed base. The company is now extending into security, HR, finance and other use cases. ServiceNow as of mid-2019 has no plans to come down market into the MSP-centric SMB sector. But we're watching to see if or when that changes.
22. SherpaDesk: This platform has officially been around as full-blown PSA since 2013. It is positioned for IT managers and the education vertical. Key product updates for 2019 are described here. Key integrations include QuickBooks Online, Xero, Skype, NinjaRMM and FreshBooks. SherpaDesk also positions a bit against Datto's Autotask PSA.
23. SolarWinds MSP Manager: This essentially is a "lite" ticketing and help-desk system for MSPs. But Stay tuned. SolarWinds Service Desk (mentioned below) is coming soon and may eventually be positioned for MSPs, ChannelE2E believes.
24. SolarWinds Service Desk: SolarWinds plans to launch SolarWinds Service Desk in the second quarter of 2019, with the intention of “disrupting” the IT service management market, according to CEO Kevin Thompson. The product is based on SolarWinds’ pending Samanage acquisition, announced in April 2019. A PSA-oriented push may follow down the road, ChannelE2E believes.
25. SyncroMSP: This is a combined PSA, RMM and remote access solution for MSPs. It was born from the RepairShopr team, I believe.
26. Tigerpaw Software: Tigerpaw's business automation platform includes PSA and more for technology service providers. A longstanding player in the market, Tigerpaw points to these 17 PSA requirements to help customers and partners understand key business considerations for such software.
27. Upland PSA: Formerly known as Tenrox, this platform was relaunched and rebranded as Upland PSA in April 2019. Parent Upland Software is a publicly held company with more than one million users at over 9,000 accounts, though the PSA business is a subset of that overall footprint.
28. Workday PSA: Workday is best known for its SaaS-based HR, financial and business management software. Workday PSA is mainly for project management and we haven't seen it positioned for MSPs.
29. Zendesk: This fast-growing is focused on an omnichannel support system -- which basically means customers can gain support through any type of communications channel. Zendesk has a very fast growing channel team, and more moves int the IT services partner market are expected.
30. Zoho Desk: This is a "context-aware" help desk software platform. Keep an eye on Zia -- an artificial intelligence bot that helps customers find solutions through ASAP, Zoho Desk's in-app customer support tool.
31. Vogsy: This PSA system is closely integrated with Google G Suite.
32: Bonus - Whom Did We Miss?: Post a comment or send me an email ([email protected]) if we missed a key PSA option for MSPs in the SMB sector. We'll continue to update this article as various PSA platforms achieve new milestones.
