PSA tools and its role in
Managed Services Operations
Long term Business Stability and Success depends on process
continuity and automation. It`s always better to delegate routine operations to
managed service providers who further conduct these through various software
tools, applications and high-end technologies. This way Business owner can focus
more on strategic plans and pursuits.
PSA (Professional Services Automation) is one such tool
which helps streamline operations and enhance efficiency. It is being widely
used by many IT solution providers. Without PSA, a servicing industry would be
handcuffed in it’s strive to scale further.
Available as Hosted or Software offered as a Service; it is
often mistaken as a glorified Helpdesk Application. Though it does contain
Helpdesk functionality, yet it is much more than it. It won`t be wrong to describe
it as an operating system for MSP operations. It acts as a key repository for
all process information, client data, assets and inventory, billable time etc.
As it is said, “What can be measured can be managed”. This
is how A PSA tool pays off an MSP. It aids in measuring all aspects of a
business like the exact time you may spent on a project, its profitability and
the areas for improvement. This is called “Service Intelligence”.
An Effective PSA provides:
- A CRM System
- A Knowledge Base Component
- A Project Management Component
- A Scheduling Component
- A Dispatching Component
- A Time & Expense Tracking Component
- An Inventory Control Component
- An Asset & Resource Management Component
- A Service Request or Trouble Ticketing Component
- A Change Management Component
- An SLA Management Component
- An Accounting System
- Remote Monitoring
& Management
- Robust & Customizable Reporting
Enhancing Managed Services with a PSA
tool is undeniably a worth investment. The features offered are vital for your
Businesses growth.
While choosing the right PSA, you
need to:
- Analyze the suitability for your particular
business model
- Calculate Cost
and ROI
- Estimate Implementation,
Training and Deployment time
- Analyze Meaningful
reporting capability
- Test Vendor
support quality
In nut shell, A PSA tool is the backbone of all MSP
Operations which can give an edge to your Business.
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