PSA stands for ‘Professional Services Automation’. The term describes the IT functions that manage teams. A PSA system is particularly necessary for the management of IT support departments or Managed Services Providers (MSPs).
In order to operate, an MSP needs two categories of software:
An RMM platform supports the IT team in its daily tasks to maintain client networks/workstations. This is a bundle of tools that presents a unified console to technicians. The RMM should also automate routine tasks that need to be carried out in order to keep a remote IT system operating without incident. These features include:
The PSA supports the management of an MSP to make sure that all employees are working to expectations in supporting the clients. Not only do team leaders need to make sure that all of the functions laid out in the contract with a client are being performed competently, they also need to ensure that all technicians are fully occupied so that the MSP can run its business profitably.
A comprehensive PSA should include:
Customer Relationship Management
Helpdesk Interface and Automatic Ticketing
Knowledge Base Both for User Access and Technician Guidance