MSP Technologies stated that Datto has enhanced the company’s Autotask PSA (Professional Service Automation) software to help MSP provide end customers with co-managed services.
ChannelE2E believes that this move will enable Datto to more effectively compete with ServiceNow in the mid-market and corporate MSP accounts. In fact, ServiceNow’s ITSM (IT Service Management) software continues to become a popular ticketing platform for integrating MSP service desks with customers’ internal IT support functions.
In this context, Datto stated that Autotask PSA version 2021.2 supports the co-management of workflows between MSP and the customer’s internal IT staff. According to Datto, the main features to be aware of include:
- The ability to manage visibility and hide work orders, and to jointly manage users’ internal costs and pricing;
- Create a co-managed main resource and co-managed team for each account to promote more effective communication;
- Add co-management resource options to workflow rules to automatically assign tasks and notifications to resources;
- A ticket transfer option to indicate who is responsible for handling the ticketing and transfer responsibilities when necessary; and
- E-mail processing updates that associate incoming tickets for co-managed end users.
Co-managed services: early MSP software development
Admittedly, co-managed services (and related software tools) are not new. Co-management tools such as Autotask TaskFire and ConnectWise Streamline IT appeared more than a decade ago, although they never fully met the early hype.
Recently, Harmony Business Systems launched PSA (Professional Service Automation) software in 2019, extending co-management functions from MSP to end customers. But I don’t know if this feature is still a focus area, and now Ingram Micro has a Harmony PSA.
ServiceNow ITSM for co-management services: In the mid-market and enterprise-centric MSPs, ServiceNow seems to be becoming the ITSM (IT Service Management) software standard for co-management of services.
Reason: Thousands of end customers already run ServiceNow internally. Understanding this trend, MSPs are launching their own ServiceNow instances and then building a bridge to customer ServiceNow instances. The main MSPs that follow the ServiceNow trend include fully managed and thriving.
Top Datto MSP expands their influence
Nevertheless, Datto has a place in the mid-market and enterprise MSPs. In fact, according to the company’s August 2021 earnings statement, approximately 1,250 MSPs contributed more than $100,000 in ARR (annual recurring income) to Datto. This figure shows that these MSPs are beyond the scope of traditional SMB participation.
Obviously, Datto is eager to ensure that Autotask PSA enables those larger MSPs to provide co-managed services.
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