The latest news and insights from the HarmonyPSA team

Recent Posts:

What to consider before signing a new MSP customer

Beware of customers signing MSP contracts

As an MSP or IT provider the best news in the world is when a customer asks you to “take care of all my IT and security for your regular monthly price.” The problem: what lurks on the workstations, in the server and perhaps even in the walls can be the key to security success or abysmal revenue failure. We have all done it. In the quest to get to recurring revenue we let our hard and fast standards and rules slip. That may be ok if it’s a small customer and you can afford to remediate through support tickets, or it can be a revenue pit-trap if it’s your largest opportunity yet!

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What features do IT Service Providers look for in a PSA solution?

What features do IT service providers need from a PSA solution? Clearly, different systems have different strengths so it’s important to have a clear understanding of your business needs before starting the process of selecting the right PSA tool for your organisation.  As a part of our internal marketing research we surveyed our customers, asking them what factors brought them to their final buying decision. The list of features below is by no means a comprehensive list of Harmony's features (you can find that here) but is based on what our customers told us made HarmonyPSA stand out from the competition. If you are in the process of researching PSA solutions at the moment you may find this checklist a useful way to start to compare what's on the market.

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The benefit of variable service level agreements

At some time or other, it’s happened to all of us. You have your coat on and are the last person walking out of the door at the end of the day when the phone rings. Obviously you answer it, customers come first after all.

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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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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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How to differentiate your MSP business

In the early days of Managed Service Providers, a standard operating model was followed.   They could all act and look the same because everything was physical - you needed to visit your customers for most fixes, so competition was limited to local providers.

Indeed some providers actually trained MSPs in how to operate a profitable business, using standard prices, and standard product offerings. Plus of course their software; smart.

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Feature Friday - Device Based Billing

Hi All

One of the new features in 3.10 is device based billing.  This feature allows you to specify contract prices (for example relating to maintenance) for different types of devices, and have Harmony pick up on the number of active devices when billing.  This means you do not need to amend your contracts within Harmony; you just specify on the original order\agreement with the customer the rates you are going to be charging for the devices which are being supported.  As usual this supports "look up" and "fill up" banded pricing mechanisms.

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Climbing the Capability Maturity Model (CMM) ladder

CMM is a concept that dates back to the US Department of Defence assessing their software contractors and developing a maturity model that enabled the contractor’s process maturity to be compared.

You sometimes see outsourced companies advertising themselves as CMM level 5 (the highest) with direct reference to this model.

There is significant debate about whether CMM Level 5 even makes sense as an operating model, in particular for innovative software development. However as a lens through which to review your processes, it has good applicability and is a stepping stone to ISO accreditation.

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