What is MSP Software?

MSP software is a suite of tools designed to help Managed Service Providers deliver top-notch IT services to clients more efficiently. By simplifying complex tasks like remote monitoring, automating routine processes, and enhancing the customer experience, MSP software empowers you to work smarter, not harder.

At its core, MSP software serves as a bridge between you and your clients, ensuring smooth service delivery while freeing up your time to focus on strategic growth. If you've ever felt like you're juggling multiple tasks, MSP software is here to ease that pressure and keep everything on track.

How does an MSP service desk work?

MSP software provides the platform for managing the IT services and support needs of multiple corporate clients. It enables MSPs to cater to different contractual obligations while ensuring service targets are met and end-user experiences remain positive.

A robust MSP software solution supports the ITIL framework with core processes such as Incident, Request, Problem, Change, Configuration, Asset, Knowledge, and Service Level Management. Additional features like Project Management help both the MSP and its clients, while contract, crisis, and risk management functionalities ensure high standards are maintained. Professional Services Automation (PSA) capabilities are also crucial, offering project planning and resource management tools that help MSPs track and manage both internal and customer projects efficiently.

What are the key features of MSP software?

MSP software is designed to centre around each customer. MSP operatives can quickly access key customer details, including history, logged incidents, SLAs, and ongoing projects. Additional information, such as named customer contacts, locations, and supported assets, is easily accessible for seamless management.

Hosting MSP software in the cloud eliminates traditional multi-tenancy concerns regarding data security. A SaaS platform, such as IBM Cloud, enables service providers to manage individual instances per client, ensuring secure and efficient operations.

How can MSP software help manage client relationships?

Managing complex SLAs is a crucial function of MSP software, offering flexibility to balance responses across multiple clients. This allows MSPs to tailor services and SLAs to their business needs rather than being constrained by predefined urgency levels. SLAs can be linked to a client organisation or to specific contracts, allowing for multiple SLAs per client if necessary. Each contract can also have multiple linked hardware or software components, each with its own SLA.

A fully integrated self-service portal further enhances client management, enabling customers to interact with the application. Configurable to meet diverse needs, the portal can offer:

• The ability to publish important updates

• Dynamic search assistance within the knowledge base

• Real-time tracking of incidents and requests

• The option to raise new incidents and requests

Additionally, a shopping cart-style feature can allow customers to order standard hardware, software, and services. Integration with third-party collaboration tools, such as Microsoft Teams, enhances the customer experience by enabling seamless status updates via APIs.

Why is reporting important for MSP software?

Reporting is vital for MSPs, and the right software should enable report creation and scheduling within the application while supporting exports to analytical tools like Microsoft Power BI. For MSPs aiming for SDI certification, Sunrise meets the Service Desk Institute’s version 8 reporting compliance standards.

Ready to explore how MSP software can elevate your business? Sunrise Software’s solutions for Managed Service Providers are designed to streamline your operations and help you deliver exceptional service every day.