PSA vs RMM: What's the Difference?
PSA and RMM are the two core platforms in an MSP's stack. They serve different purposes but work together.
PSA: The Business Platform
PSA (Professional Services Automation) software manages the business side of an MSP. It tracks client requests through tickets, manages projects, logs technician time, and generates invoices. A PSA is where you record what work was done, for whom, and how much to bill.
Key functions include ticketing and helpdesk, project management, time tracking, contracts and SLAs, and invoicing. Popular PSA platforms include ConnectWise PSA, Datto Autotask PSA, and HaloPSA.
RMM: The Technical Platform
RMM (Remote Monitoring and Management) software manages the technical side. It deploys agents to client devices, monitors their status, pushes patches, runs scripts, and provides remote access. An RMM is where you watch what's happening on client infrastructure and respond to issues.
Key functions include endpoint monitoring, patch management, remote access, scripting and automation, and alerting. Popular RMM platforms include NinjaOne, Datto RMM, and ConnectWise Automate.
How They Work Together
In a typical workflow, the RMM detects a problem (disk full, patch failed, service stopped) and creates an alert. That alert automatically creates a ticket in the PSA. A technician works the ticket, uses the RMM to fix the problem remotely, and logs time in the PSA. The PSA then bills the client based on the contract.
Without integration, MSPs manually copy alerts into tickets and lose the connection between technical events and business records. Most MSPs choose an RMM and PSA that integrate natively or through a well-supported connector.
Comparison Table
| Aspect | PSA | RMM |
|---|---|---|
| Purpose | Business operations and billing | Device monitoring and automation |
| Primary users | All staff (techs, managers, billing) | Technicians |
| Tracks | Tickets, time, projects, contracts | Devices, alerts, patches, scripts |
| Pricing model | Per technician seat | Per managed endpoint |
| Integration need | RMM alerts create tickets | Tickets link back to devices |