PSA

Professional Services Automation. A category of software used by MSPs to run the business side of a managed service practice: ticketing, time tracking, contracts, billing, and reporting. The PSA is the system of record for everything that flows from a client engagement: the SLA, the agreement, the work performed, the invoice generated, and the profitability report at the end of the quarter.

Also known as

Service desk software, business management software, MSP business platform.

Common examples

ConnectWise PSA (Manage), Autotask PSA, HaloPSA, SuperOps, Atera, Syncro.

Companion software

RMM (Remote Monitoring and Management) tools handle the technical side; the PSA handles the business side.

Why it matters

Your PSA is the single source of truth for revenue, margin, and operational health. Migrating off one is a 6-to-12-month project for most growth-stage MSPs.