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Why the ITSM Tool Is Essential for MSP Growth

MSPs that provide IT services for clients need an IT service management (ITSM) tool. Without that, the administrative hassle of managing tasks can consume valuable time that technicians would otherwise spend on billable client work.

This post examines what an ITSM tool is, why it’s important, and how to choose the best one.

What is an ITSM tool?

An ITSM tool is a software platform that includes features MSPs need to do client work. Some also include internal business management functions, like automated invoicing, service agreement reconciliation, and performance analytics.

Why is ITSM tool management important for MSPs?

An ITSM tool includes features that help MSPs stay organized, work more efficiently, and deliver on client expectations. These are some of the primary reasons MSPs need an ITSM tool:

Standardizing processes

MSPs may be managing a variety of endpoints — laptops, mobile devices, software, and more — for multiple clients. An ITSM tool helps standardize processes for managing all of those moving parts and ensures that services stay within scope.

Ticketing management

In a perfect world, all IT tickets would arrive incrementally throughout the work week, via the same mode of communication. But the reality is that tickets can flood in and leave MSPs scrambling to prioritize tasks when they could be working to resolve client issues.

An ITSM tool with a ticketing management system pulls all tickets — even those that arrive in a late-night email — into a central platform and prioritizes them for technicians. The best ticketing systems also include a time-tracking feature that ensures technicians’ time is automatically allocated to the correct client.

Automating routine tasks

Most of these tools include automation for routine processes like patch management, user password resets, and virus scans. MSPs can also define custom rules for process automation — like how to assign tickets based on the nature of the client request.

Remote monitoring and management

Remote monitoring and management (RMM) features in an ITSM tool give MSPs real-time insights into all client endpoints. Should a printer go offline or a laptop suffer a critical system error, RMM alerts can ensure a technician is addressing the problem quickly — often before the client even realizes there’s a problem.


These tools also document every task and its associated actions, including client communication. That means MSPs can access a full history of tasks, clients, and special projects — and easily produce a report, if needed.

Detailed documentation can also show managers whether internal processes are working efficiently and if there are new recurring client requests that could necessitate additional automation.

How to choose an ITSM tool

Before shopping around for one, it’s important to get a read on how technicians are spending their time and what tasks are a drag on efficiency. Odds are, this information is mostly the same across most MSPs: Any tasks that are more about managing work instead of doing work impede efficiency. Plus, most technicians would probably be happier delivering IT services for clients instead of thinking about project management.

After talking with the team and gathering input, management can begin evaluating their tooling options. These are some key points to consider:


An ITSM tool should supplement — not replace — the technology MSPs rely on every day. If tools like Slack, ITGlue, and Malwarebytes are essential to operations, adding new software should always integrate seamlessly with your existing tech stack.


MSPs should always prioritize implementing an ITSM software that offers top-tier security, including a process for securely backing up data across multiple database servers. The best ones offer SOC 2 compliance, a credential that businesses earn only by documenting their rigorous processes for security.


Even though MSPs usually have little difficulty launching this new software, they may still want access to self-guided resources and troubleshooting. A knowledge base and user community can help MSPs get up to speed with their new system, without having to contact support.

Transparent pricing

Simple, transparent pricing helps MSPs accurately predict costs, even as they scale. A pricing model that charges based on number of users, not number of endpoints, is the best for assessing tool costs as an MSP takes on more clients.

Operations management

An ITSM tool can do a lot more than simplify work for technicians. Some platforms also include features that are essential for operations management, like service contract management, automated billing, and profitability reports.


Reading comments from an ITSM tool’s clients is a great way to understand the value of the product and the problems it solves. Customer stories reveal a lot of details about the advantages of one product over another and the specific features customers have found most useful.

Free trial

A zero-commitment software trial lets MSPs try an ITSM tool and compare it to any other platforms they’re considering.

The best ITSM tool for MSP growth

MSPs of all sizes can grow their capabilities with an ITSM tool. Technicians have more time for problem-solving, admins spend less time on operations management, and customers enjoy greater transparency about how MSPs work.

Syncro is the all-in-one ITSM for MSPs, bringing every aspect of running and managing an MSP into a single source of truth. And with an active user community and script library, technicians can quickly implement automations and functionality without having to figure out a new solution or write new code.

Find out why MSPs rely on Syncro to optimize operations, support their internal team, and demonstrate

ROI for clients. Start your no-obligation trial today.

Jillian Ho-Lung

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