Best MSP Software: The Essential Tech Stack 

To grow a successful MSP business, you need the right technology stack, but the real question is: how do you choose the right tools? While some solutions are well-known and widely used, others are less obvious yet equally important. 

Read this blog post for an overview of what makes up an MSP’s technology stack, the problems these tools solve, and the most essential features for delivering best-in-class MSP services. 

Key Pain Points MSPs Face Today 

Although each managed service provider may have a very different setup and environment, there are some common problems almost every MSP business owner faces on a daily basis.

Some of these challenges relate to day-to-day operations, others to the efficiency of service delivery, and some of them to struggles with customer satisfaction. 

Managing Complex and Diverse Environments 

When you’re growing and scaling your MSP business, you inevitably face customers with very diverse environments: some of them heavily rely on their on-prem infrastructure, while others lean towards becoming cloud-first only.

Trying to juggle multiple solutions while satisfying the needs of these diverse customers is a true nightmare that cannot be solved without standardized and unified systems. 

Manual Routines 

Some MSPs still rely on on-site visits or spend hours on manual problem detection and remediation. However, these processes, if not automated properly, eat up the most precious thing any technician has – their time.

And once efficiency decreases over time, customers may start looking for another provider with more time and resources. 

Evolving Threat Landscape 

Overall, the threat and cybersecurity landscape is extensive and constantly changing. There’s a wide range of vulnerabilities to cover, and their parameters are becoming increasingly fluid over time.

Customers expect MSPs to guarantee complete data protection that won’t fail them, which, as you probably know, is no easy task.

That’s why MSPs must stay up-to-date on cyber threats and ransomware, continually educate themselves and their customers, and, of course, follow market trends to choose the best tools for keeping every endpoint secure. 

Scalability and Standardization 

Once your MSP business takes off and you start getting more and more clients, it becomes increasingly difficult to address ever-growing problems individually.

When this moment hits, you should start thinking about standardizing your software stack to avoid chaos in your operations and decreased service quality.

However, some MSPs might face an even bigger issue here — the tools they’re used to no longer work well together when applied to a more diverse customer base, or they simply don’t have enough time and resources to properly manage multiple dashboards, bills, integrations – you name it. 

Communication and Reporting 

Without proper communication methods in place, it’s hard for MSPs to understand their clients’ needs, and without proper automated reporting, they struggle to demonstrate their value and prove that their customers’ budgets are well spent. 

Best MSP Software: Essential Solutions Every MSP Needs 

Again, although each MSP can combine the services they wish to offer as they need, there’s a specific range of services that can be the same for almost all providers.  

Below, we provide the essential software every MSP should have, along with examples of the best MSP software on the market, and must-have features for each. 

Backup and Disaster Recovery Solution 

Owning a professional-grade backup and disaster recovery solution is a must for any managed service provider, since one of their primary tasks is protecting customer data from hardware crashes, human error, and other disruptions.

Having a reliable and secure solution is essential, especially with the rise of ransomware and other destructive threats. Moreover, you also need to back up your own internal systems and data – that’s why this type of software should be number one on your list. 

The most important features of a backup solution include the ability to back up files and systems, cloud backups (bonus points if the software allows you to back up your data to the cloud of your choice and doesn’t limit you to its own proprietary cloud), fast recovery, comprehensive reporting, alerting, and custom notifications.

Another great feature to have is a centralized dashboard that you can access anytime to gain useful insights into all processes under your management. 

Commonly used backup solutions for MSPs include: 

• MSP360 Managed Backup: a centralized, cloud-based solution for desktops, servers and virtual machines, offering flexible storage options (AWS, Wasabi Hot Cloud Storage, Backblaze B2, or your own S3-compatible cloud). 

• Acronis Cyber Protect: cyber resilient backup for physical, virtual, cloud, and mobile environments with natively integrated endpoint security.  

Remote Monitoring and Management (RMM) 

RMM tools are solutions designed to help MSPs track and manage their customers’ systems remotely. These tools significantly simplify MSPs’ work by eliminating the need for on-site presence for troubleshooting or patching. 

Many RMM tools also offer automation features (such as patch management) to help you perform routine tasks as efficiently as possible.

With capabilities like real-time monitoring, alerting, scripting, and task automation, your RMM tool will allow you to monitor system health across all endpoints under your management. 

Here’s a list of the most popular RMM software options on the market: 

• MSP360 RMM: MSP360 offers a completely free option for smaller MSPs with up to 50 endpoints under management (and the best part is that it’s not a trimmed-down version of a paid edition, it has the same features, with the only limitation being the number of endpoints), as well as a paid version for MSPs managing larger IT environments. 

• NinjaOne: Comprehensive RMM solution with strong automation workflows and endpoint management. 

• Atera: IT management platform that combines RMM, PSA and remote access with built-in AI agents. 

Professional Services Automation (PSA) 

PSA tools serve as a great addition to RMM solutions: together, these solutions streamline tasks such as client management, billing, and reporting.

Key features that help MSPs enhance their internal workflow include ticket and time tracking, SLA management, billing integrations, and CRMs. 

Popular PSA solutions among MSPs include: 

• HaloPSA: All-in-one PSA with flexible workflow automation and a large variety of integrations. 

• ConnectWise PSA: a solution for managing sales pipeline, invoicing, asset management, and more.  

• Syncro: a tool that combines PSA and RMM in a unified solution. 

• Autotask PSA: cloud-based PSA that centralizes operations like service desk, project management, and billing. 

Remote Access Tools 

While RMM solutions are useful for advanced remote monitoring and management tasks, remote desktop tools are essential when you need remote access for troubleshooting client systems.

These tools eliminate the need for on-site visits for quick fixes, which, in turn, reduces the time required for issue remediation and significantly cuts travel costs. 

The most advanced solutions on the market offer an extensive feature set, including secure, encrypted remote sessions, file transfer, unattended access, and support for Windows, macOS, and Linux. 

The list of best MSP software for remote access includes: 

• MSP360 Managed Connect: Secure remote access built for MSPs, with logging, encryption, and session reporting. 

Documentation and Knowledge Management 

Some businesses still struggle with slow, manual documentation management, and employees can spend hours digging through paperwork while searching for critical documents.

To truly save resources and eliminate the risk of errors, it’s much easier to adopt professional MSP documentation software to keep all processes, policies, and procedures in order. 

Regardless of the documentation software chosen, features like documentation templates, collaboration, integration with RMM and/or PSA tools, and structured categorization will help MSPs devote their valuable time to growing a profitable business instead of doing manual paperwork. 

The most popular solutions are: 

• IT Glue: Industry leader for MSP documentation and password management. 

• Hudu: Affordable alternative with clean design and strong automation. 

• Confluence: Flexible knowledge base for internal process documentation. 

Conclusion 

With the proper combination of all these solutions, MSPs can build a powerful and reliable software stack that addresses the most common IT challenges and issues, creating opportunities to exceed customers’ expectations and increase profitability.