{"id":6723,"date":"2021-04-01T18:56:01","date_gmt":"2021-04-01T17:56:01","guid":{"rendered":"https:\/\/www.n-able.com\/?p=6723"},"modified":"2023-07-18T17:05:50","modified_gmt":"2023-07-18T16:05:50","slug":"psa-vs-itsm-vs-ems-1","status":"publish","type":"post","link":"https:\/\/www.n-able.com\/es\/blog\/psa-vs-itsm-vs-ems-1","title":{"rendered":"PSA vs ITSM vs ESM: Part 1\u2014What do they do?"},"content":{"rendered":"<p>Much like anything in information technology\u2014or IT\u2014we live by the abbreviation of complexity. We do our very best to take things that are complex in nature and simplify them or abbreviate them to a few letters. Yet, sometimes we need to break down our abbreviations so we can properly understand them.<\/p>\n<p>Over the next two blog posts, I\u2019m going to look at three abbreviations that can cause confusion for MSPs looking to develop their own technology stack\u2014PSA, ITSM, and ESM\u2014and help you understand how to decide which is the best choice for your business.<\/p>\n<p>In this first part, let\u2019s look at exactly what these different tools do.<\/p>\n<h2>PSA: Professional services automation<\/h2>\n<p>What we refer to as a\u00a0<a href=\"https:\/\/www.n-able.com\/features\/psa-software-for-msps\">PSA platform<\/a>\u00a0doesn\u2019t really do justice to what professional services automation (PSA) is currently. \u201cProfessional service\u201d is what the IT MSP evolved from more than 20 years ago, so this moniker still lingers. Architects, accountants, engineers, doctors, and lawyers also use PSA platforms. However, each vertical typically has its own industry flavor or favorites. The main function of the MSP PSA platform is to act as a cohesive solution for back-office functions, including:<\/p>\n<ul>\n<li><a href=\"https:\/\/www.n-able.com\/features\/service-desk-solutions\" target=\"_blank\" rel=\"noopener\">Service desk<\/a><\/li>\n<li>Customer relationship management<\/li>\n<li>Finance<\/li>\n<li><a href=\"https:\/\/www.n-able.com\/blog\/what-is-sla-service-level-agreement-for-msp\" target=\"_blank\" rel=\"noopener\">Service level agreements<\/a><\/li>\n<li>Field services and dispatch<\/li>\n<li>Sales and marketing<\/li>\n<li>Project tracking<\/li>\n<\/ul>\n<p>The most important function of the PSA is its ability to integrate with your remote monitoring and management (RMM) platform so you can do an effective job of staying on top of their IT infrastructure.<\/p>\n<h1>ITSM: Information technology service management<\/h1>\n<p>A quote commonly attributed to Albert Einstein is, \u201cIf you can\u2019t explain it to a six-year-old, you don\u2019t understand it yourself.\u201d Here\u2019s the thing about explaining what ITSM is. There are tons of IT service management platforms all offering a range of different functionality.<\/p>\n<p>For me, I find the best way to explain IT service management platforms is by outcomes:<\/p>\n<ul>\n<li>Increased productivity for the MSP<\/li>\n<li>Adhering to service level agreements<\/li>\n<li>IT costs reduction<\/li>\n<li>Improved customer satisfaction and self-service<\/li>\n<li>Differentiation between requests and incidents<\/li>\n<li>Technology change management and tracking<\/li>\n<li>Allows for IT operations management (ITOM)<\/li>\n<li>Increased speed and agility in the delivery of IT services<\/li>\n<\/ul>\n<p>IT service management tools are often built around the\u00a0<a class=\"ext\" href=\"https:\/\/www.axelos.com\/best-practice-solutions\/itil\/what-is-itil\" target=\"_blank\" rel=\"noopener noreferrer\">ITIL<\/a>\u00a0or\u00a0<a class=\"ext\" href=\"https:\/\/www.cio.com\/article\/3243684\/what-is-cobit-a-framework-for-alignment-and-governance.html\" target=\"_blank\" rel=\"noopener noreferrer\">COBIT<\/a>\u00a0frameworks and are defined by how these processes are incorporated into the solution to ensure the MSP is increasing their service delivery maturity, but also allowing for the IT operation to move from reactive processes to proactive model which obviously has positive impacts across the MSP operation as a whole. Workflow and process automation stand at the forefront of what ITSM solutions offer.<\/p>\n<p>The Gartner IT service management maturity model is as follows:<\/p>\n<ul>\n<li><strong>Level 0 \u2013 Chaotic<\/strong><br \/>\nDefined as: ad hoc, undocumented, unpredictable, using multiple help desks, minimal IT operations, and with problems notified by user calls.<\/li>\n<li><strong>Level 1 \u2013 Reactive<\/strong><br \/>\nDefined as: fire-fighting problems, understanding customer inventory, manual desktop software distribution, starting to initiate problem management process, basic alert and event management, and able to measure component availability (up\/down).<\/li>\n<li><strong>Level 2 \u2013 Proactive<\/strong><br \/>\nDefined as: Able to analyze trends, set thresholds, predict problems, measure application availability, automate, and offering mature problem configuration as well as having change, assets, and performance management processes in place.<\/li>\n<li><strong>Level 3 \u2013 Service (Managed)<\/strong><br \/>\nDefined as: IT-as-a-service provider, offering defined services, classes and pricing, a thorough understanding of costs, able to offer guaranteed SLAs, able to measure and report service availability, integrated processes, and understands capacity management.<\/li>\n<li><strong>Level 4 \u2013 Value (Optimized)<\/strong><br \/>\nDefined as: Sees IT as a strategic business partner, offers IT and business metric linkage, understands how IT business collaboration improves business process, has real-time infrastructure, and can execute proper business planning.<\/li>\n<\/ul>\n<p>As you can see, your MSP may fall into one\u2014if not several\u2014of these categories. An ITSM solution allows you to move upstream and mature your IT service delivery once you finally establish a strong governance for all processes and functions.<\/p>\n<h2>ESM: Enterprise service management<\/h2>\n<p>To understand what enterprise service management (ESM) is, you need to understand the premise of IT service management (ITSM). These principles can be applied to all the other areas of a business to make service delivery more efficient. If we look at human resources, for example, it requires many of the same things as IT departments, these include:<\/p>\n<ul>\n<li>Requests<\/li>\n<li>Incidents<\/li>\n<li>Knowledge base for articles<\/li>\n<li>Self-service<\/li>\n<li>Change management<\/li>\n<li>Automation<\/li>\n<\/ul>\n<p>These principles can, of course, also be applied to customer service, software development, finance, facilities, procurement, legal, and sales and marketing. Deploying an ESM platform would allow a business to operate under a single solution, which would enable all areas of the business to have clear and identifiable outcomes.<\/p>\n<p>I could discuss current modernization and digital transformation efforts for SMEs, the stages of development, and what ESM is trying to accomplish under a shared services model, but that deserves its own blog series. For now, I\u2019ll wrap up by sharing that, in the second part of this series, I\u2019ll look at how to work out which platform is the best for your business.<\/p>\n<p>&nbsp;<\/p>\n<p><em>Jason Murphy is the N&#8209;central<sup>\u00ae<\/sup>\u00a0Automation Nerd at N&#8209;able. You can follow him on Twitter at\u00a0<a class=\"ext\" href=\"https:\/\/twitter.com\/ncentral_nerd\" target=\"_blank\" rel=\"noopener noreferrer\">@ncentral_nerd<\/a>\u00a0or on reddit at u\/ncentral_nerd.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Much like anything in information technology\u2014or IT\u2014we live by the abbreviation of complexity. We do our very best to take things that are complex in nature and simplify them or&#8230;<\/p>\n","protected":false},"author":61,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"class_list":["post-6723","post","type-post","status-publish","format-standard","hentry","topic-head-nerds","topic-psa-and-ticketing"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>PSA vs ITSM vs ESM: Part 1 - N-able<\/title>\n<meta name=\"description\" content=\"Read the article and learn about the diffences between PSA, ITSM, and ESM platforms.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.n-able.com\/es\/blog\/psa-vs-itsm-vs-ems-1\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"PSA vs ITSM vs ESM: Part 1 - 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