Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) are two distinct categories of software tools used by Managed Service Providers (MSPs) to manage their IT services and business operations. While both are crucial to the success of an MSP, they serve different purposes and have unique features. Here's a closer look at the differences between RMM and PSA tools and factors that may influence the choice of one tool over another.

Remote Monitoring and Management (RMM)

Purpose: RMM tools are designed to help MSPs monitor, manage, and maintain their clients' IT infrastructure remotely. They enable MSPs to detect, diagnose, and resolve IT issues proactively without the need for on-site visits.


  • Remote device monitoring (servers, workstations, network devices, etc.)

  • Automated alerts and notifications for detected issues.

  • Patch management and software updates

  • Remote access and control of client devices

  • Asset and inventory management


  • Proactive problem detection and resolution

  • Improved operational efficiency.

  • Reduced downtime and disruptions for clients.

  • Streamlined and automated IT maintenance processes

Professional Services Automation (PSA)

Purpose: PSA tools are designed to help MSPs manage their business operations, including service delivery, resource management, and billing. They provide a centralized platform to automate and streamline various processes, improving efficiency and reducing manual effort.


  • Ticketing and helpdesk management

  • Project management and resource allocation

  • Time tracking and billing.

  • Customer relationship management (CRM)

  • Reporting and analytics


  • Streamlined business processes.

  • Improved resource utilization and productivity

  • Enhanced customer service and satisfaction

  • Better visibility into business performance

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The MSP KB is an open source resource by Ashley Cooper and Kelvin Tegelaar