#GoToGetsIT: This article is part of an ongoing series from GoTo’s thought leaders on the frontlines: Our Solutions Consultants deeply understand our customers’ unique challenges and connect the right solutions to meet their goals using GoTo technology. Here, they share their industry knowledge on what it takes to help businesses everywhere thrive in a remote or hybrid world.
As a managed service provider (MSP), it can be challenging to choose the right technology toolkit for your IT support needs. In this article, we will explore the differences between remote monitoring and management (RMM) and professional services automation (PSA), their benefits, and how GoTo Resolve can integrate with PSA to enhance your MSP business operations.
What is RMM?
RMM software allows MSPs to remotely monitor and manage their clients' IT infrastructure. It enables MSPs to proactively monitor networks, servers, workstations, and other devices in real-time to detect and resolve issues before they become critical problems. With RMM software, MSPs can automate routine IT tasks, such as software updates and patch management, and remotely deploy software and security updates to their clients' systems. MSPs can also receive real-time alerts and notifications to quickly respond to and resolve issues.
RMM capabilities include:
- IT alerting
- Device mass deployment
- Device labeling
- Antivirus & antivirus management
- Patch management
- Endpoint protection
- IT automation
- Background access
- Device quick view
- File manager
- Live terminal
What is PSA?
PSA software helps MSPs manage their business operations, including billing, ticketing, and project management. PSA software provides a centralized platform to manage clients' IT support needs, from initial request to resolution. MSPs can automate routine tasks such as ticket creation and management, contract renewals, and billing. PSA software also provides insights into business operations, allowing MSPs to make data-driven decisions and optimize their business processes.
PSA capabilities include:
- Billing and invoicing
- Quote management
- Resource management
- Customer relationship management (CRM)
- Document management
- Project management
- Proposal generation
- Time and expense tracking
What is the difference between RMM and PSA?
The primary difference between RMM and PSA software is their focus. RMM software is focused on IT infrastructure monitoring and management, while PSA software is focused on business operations management. However, the two software types are often used together to help MSPs run a more efficient and effective business.
GoTo Resolve is a comprehensive IT management solution that can integrate with PSA software seamlessly. With GoTo Resolve for MSPs, managed service providers can monitor and manage their clients' IT infrastructure, automate routine IT tasks, and manage their business operations from a single platform. By integrating GoTo Resolve with PSA software, MSPs can enhance their business processes and streamline their operations while maintaining the value of RMM software.
Both are better
Both RMM and PSA software are valuable tools for MSPs. While RMM software is focused on IT infrastructure monitoring and management, PSA software is focused on business operations management. By integrating GoTo Resolve with PSA software, MSPs can have the benefits of both software types and provide seamless support to their clients.
