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The latest news and insights from the HarmonyPSA team

6 PSA requirements for MSSPs

This year a new acronym has grown in common parlance: MSSP, short for Managed Security Services Provider.

This seems to have arrived from the trend in “Security as a Service” to replace the security consultants equivalent of break/fix, where they move in once everything is already in deep trouble.

The functions these firms offer cover round-the-clock monitoring and management of intrusion detection systems and firewalls, overseeing patch management and upgrades, performing security assessments and security audits, and of course, at the end if the protection service has failed, responding to emergencies and cleaning up the mess.

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Running a successful PSA implementation

There are many hurdles to overcome when selecting the right PSA tool for your organisation, including getting buy-in from the team.

But, in many respects, the problems really begin when you start to implement the system.

Like ERP, there are many failed PSA implementations out there.

We're not necessarily saying the software is not being used, but failed in terms of the benefits case that drove the decision to buy. This is a significant undertaking, both in terms of people’s time and also cost, so take a few minutes to think through how you are going to achieve a successful project that delivers the maximum benefit from the software you have chosen.

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The business case against using best of breed systems

In this final blog post on best of breed (BoB) system architecture, we look at the business case for replacing all those systems with a single integrated solution.

A BoB architecture is actually so bad, that the business case for replacing it with an integrated solution has many dimensions or categories.

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Why buying a timesheet system is a bad idea

In this fourth blog post covering aspects of best of breed (BoB) system architecture, we look at the advantages (and disadvantages) of buying a timesheet system.

Probably one of the earliest computer systems developed for companies to use internally were timesheet systems. They have certainly been around on mainframe platforms for 50 years and as cloud solutions since the beginning of the internet.

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6 disadvantages of using a standalone service desk

In this third blog post covering aspects of best of breed (BoB) system architecture, we look at the advantages (and disadvantages) of using a standalone service desk system.

The choice facing software companies has been really two-fold. Either buy a modern service desk system or use the service desk module of the market leading agile development tool (no prizes for guessing which one we mean).

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Contract management, the best of breed way

In this second blog post covering aspects of best of breed (BoB) system architecture, we look at contract management.

In a typical BoB company solution, one of the key challenges is where to model contracts. The normal choices of CRM; timesheets; service desk etc don’t really work well for contracts. Even the ledger will struggle.

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Modelling customer data with best of breed architecture

How clean is your customer data?

Actually, before you think about that, let me ask a better question;

How do you define what a customer is?

Once again, like so many things in the PSA space, a simple question can only be answered with a complex reply.

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4 key requirements for migrating your business to service contracts

As an MSP moving away from break/fix into service contracts, what are the top four considerations for buying a PSA tool to make that move successful?

For 30 years, MSPs have used software that was optimised for break/fix operation. From the ticket workflows and billing methods to the customer reporting, these ticket-centric systems did exactly what was needed.

But now the world is changing as managed services replaces break/fix as an operating model.

So, if you are on this journey (and you should be), what are the key requirements you should look for in your PSA tool and why?

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How many ways do you sell?

That may seem a stupid question, indeed, you may ask, what do you even mean by “way of selling”?

So, if you’ve never given it any thought, perhaps a couple of minutes reading this blog will be time well spent. It could save you $1,000s in wasted PSA fees when you find that you’ve chosen one that doesn’t support one of your ways of selling.

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Just what is resource management?

We have been debating this for ages, what do people really mean when they ask us, “Do you do resource management?”

A lot of software in the PSA space claims to do this, and clearly, if you have a team of 30+ techs, knowing what they are up to is important to running an effective business.

But knowing this, doesn’t tell you what resource management is.

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