Time to change the model?

Quote from Fazal GR on 23/07/2026, 11:47 am

Initially, MSP ticketing system integration is simple, but at scale, it becomes more complicated. The RMM tools and PSA Software marketplace mostly handles the internal layer. The operating-model question is in the external layer, where the MSP's PSA must communicate with each client's ITSM. The majority of MSPs around customer #20 are caught by that tier.
A different PSA is not chosen by MSPs that scale past the wall. For the external integration layer, they choose an alternative operating model. The internal stack used for PSA-RMM billing is owned. A service is the cross-organizational layer.

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