# Best Managed Service Providers (MSP) Software 2026 | Capterra

> Find the top Managed Service Providers (MSP) software of 2026 on Capterra. Based on millions of verified user reviews - compare and filter for whats important to you to find the best tools for your needs.

Source: https://www.capterra.com/msp-software/s/iphone

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# Best Managed Service Providers (MSP) Software

Last updated on March 27, 2026

How to find the right Managed Service Providers (MSP) Software?

Learn more from our team about Managed Service Providers (MSP) Software pricing features and benefits in our Managed Service Providers (MSP) Buyers Guide

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Provider data verified by our Software Research team and reviews moderated by our Reviews Verification team.  
[Learn more](https://www.capterra.com/our-story/)

## What is MSP software and how do I choose the right one?

Researched by: [David Jani](https://www.capterra.com/resources/author/david-jani/)and reviewed by: [Jason Kemsley](https://www.capterra.com/resources/author/jason-kemsley/)

Updated on March 27, 2026

MSP software allows managed service providers to remotely manage clients’ IT infrastructure, offering visibility into network settings, remote monitoring, backup, and issue management.

Managed service providers typically use the software to deliver IT support and services, such as network and security management, to client businesses.

MSP software is priced on a “per month” basis. A typical entry-level pricing plan is around $23 per month, while advanced system subscriptions commonly cost about $97 per month.

First-time buyers consider budget, user needs, and integrations when evaluating options. To identify the best system for your needs, consult stakeholders on key vendor questions:

_Does this platform offer client engagement tools, such as live chat and virtual support agents?_

_What kind of hosting support is provided—SaaS, partner-hosted, or self-hosted?_

_Does this platform integrate with_ [_customer service_](https://www.capterra.com/customer-service-software/)_,_ [_data analysis_](https://www.capterra.com/data-analysis-software/)_, or other systems?_ 

_Does this tool use AI to generate insights or generative AI to power virtual agent chatbots?_

For more information consult our [Managed Service Providers (MSP) Buyers Guide](#buyers-guide-content)

[4.7 (9)](https://www.capterra.com/p/275290/ManageEngine-RMM-Central/#reviews)

RMM Central unifies endpoint management and network monitoring for MSPs and helps automate the complete IT from a single console. [Learn more about ManageEngine RMM Central](https://www.capterra.com/p/275290/ManageEngine-RMM-Central/)

Managed Service Providers (MSP) features reviewers most value

Backup and Recovery

Dashboard

Issue Management

Patch Management

Remote Access/Control

Remote Monitoring & Management

Scheduling

Server Monitoring

Support Ticket Management

[4.9 (7)](https://www.capterra.com/p/10011525/Guardz/reviews/)

Guardz delivers unrivaled 24/7 security, backed by real-time threat intelligence, and automated response.  [Learn more about Guardz](https://www.capterra.com/p/10011525/Guardz/)

Managed Service Providers (MSP) features reviewers most value

Backup and Recovery

Dashboard

Issue Management

Patch Management

Remote Access/Control

Remote Monitoring & Management

Scheduling

Server Monitoring

Support Ticket Management

[4.5 (446)](https://www.capterra.com/p/144309/Atera/reviews/)

[Capterra Shortlist](https://www.capterra.com/msp-software/shortlist/)

Deliver excellent service to every client with a dependable, full-stack IT management platform that combines RMM, PSA, and AI agents. [Learn more about Atera](https://www.capterra.com/p/144309/Atera/)

Managed Service Providers (MSP) features reviewers most value

Backup and Recovery

Dashboard

Issue Management

Patch Management

Remote Access/Control

Remote Monitoring & Management

Scheduling

Server Monitoring

Support Ticket Management

88% recommend this product

[4.5 (683)](https://www.capterra.com/p/132997/Freshservice/reviews/)

[Capterra Shortlist](https://www.capterra.com/msp-software/shortlist/)

MSP mode in Freshservice helps you provide enhanced IT support for multiple clients from a single platform. [Learn more about Freshservice](https://www.capterra.com/p/132997/Freshservice/)

Managed Service Providers (MSP) features reviewers most value

Backup and Recovery

Dashboard

Issue Management

Patch Management

Remote Access/Control

Remote Monitoring & Management

Scheduling

Server Monitoring

Support Ticket Management

84% recommend this product

[4.7 (282)](https://www.capterra.com/p/184229/NinjaOne/reviews/)

[Capterra Shortlist](https://www.capterra.com/msp-software/shortlist/)

NinjaRMM is NinjaOne’s powerful easy-to-use RMM, offering all the features, flexibility, and power MSPs need. [Learn more about NinjaOne](https://www.capterra.com/p/184229/NinjaOne/)

Managed Service Providers (MSP) features reviewers most value

Backup and Recovery

Dashboard

Issue Management

Patch Management

Remote Access/Control

Remote Monitoring & Management

Scheduling

Server Monitoring

Support Ticket Management

91% recommend this product

[4.8 (6)](https://www.capterra.com/p/246641/Heimdal-eXtended-Detection-and-Response-XDR/#reviews)

Designed to empower MSSPs and IT pros with end-to-end consolidated security that eliminates the need for multiple disparate solutions.  [Learn more about Heimdal XDR](https://www.capterra.com/p/246641/Heimdal-eXtended-Detection-and-Response-XDR/)

Managed Service Providers (MSP) features reviewers most value

Backup and Recovery

Dashboard

Issue Management

Patch Management

Remote Access/Control

Remote Monitoring & Management

Scheduling

Server Monitoring

Support Ticket Management

[4.7 (343)](https://www.capterra.com/p/168192/Site24x7/reviews/)

[Capterra Shortlist](https://www.capterra.com/msp-software/shortlist/)

Site24x7 is a user-friendly RMM tool for MSPs to manage customers' IT resources from a single platform, anytime and anywhere. [Learn more about Site24x7](https://www.capterra.com/p/168192/Site24x7/)

Managed Service Providers (MSP) features reviewers most value

Backup and Recovery

Dashboard

Issue Management

Patch Management

Remote Access/Control

Remote Monitoring & Management

Scheduling

Server Monitoring

Support Ticket Management

90% recommend this product

0.0 (0)

Mobile Device Manager Plus MSP remotely manages and secures client mobile devices for MSPs. [Learn more about ManageEngine Mobile Device Manager Plus MSP](https://www.capterra.com/p/10023526/ManageEngine-Mobile-Device-Manager-Plus-MSP/)

Managed Service Providers (MSP) features reviewers most value

Backup and Recovery

Dashboard

Issue Management

Patch Management

Remote Access/Control

Remote Monitoring & Management

Scheduling

Server Monitoring

Support Ticket Management

[4.4 (166)](https://www.capterra.com/p/146147/Miradore-Online/reviews/)

LogMeIn Miradore is MDM software helping organizations secure and manage Android, iOS, Windows, and macOS devices from one platform. [Learn more about LogMeIn Miradore](https://www.capterra.com/p/146147/Miradore-Online/)

Managed Service Providers (MSP) features reviewers most value

Backup and Recovery

Dashboard

Issue Management

Patch Management

Remote Access/Control

Remote Monitoring & Management

Scheduling

Server Monitoring

Support Ticket Management

[4.4 (72)](https://www.capterra.com/p/212602/ManageEngine-OpManager-MSP/reviews/)

[Capterra Shortlist](https://www.capterra.com/msp-software/shortlist/)

OpManager MSP is a comprehensive network management software specially crafted for MSPs. [Learn more about ManageEngine OpManager MSP](https://www.capterra.com/p/212602/ManageEngine-OpManager-MSP/)

Managed Service Providers (MSP) features reviewers most value

Backup and Recovery

Dashboard

Issue Management

Patch Management

Remote Access/Control

Remote Monitoring & Management

Scheduling

Server Monitoring

Support Ticket Management

[4.1 (195)](https://www.capterra.com/p/13803/N-central/reviews/)

[Capterra Shortlist](https://www.capterra.com/msp-software/shortlist/)

N-central is a remote monitoring and management platform that helps MSPs and IT teams manage, automate, and secure IT infrastructure. [Learn more about N-central](https://www.capterra.com/p/13803/N-central/)

Managed Service Providers (MSP) features reviewers most value

Backup and Recovery

Dashboard

Issue Management

Patch Management

Remote Access/Control

Remote Monitoring & Management

Scheduling

Server Monitoring

Support Ticket Management

[4.7 (217)](https://www.capterra.com/p/163343/Backup-and-Recovery/reviews/)

Cove Data Protection is a cloud-first backup & disaster recovery service for servers, workstations, and Microsoft 365. [Learn more about Cove Data Protection](https://www.capterra.com/p/163343/Backup-and-Recovery/)

Managed Service Providers (MSP) features reviewers most value

Backup and Recovery

Dashboard

Issue Management

Patch Management

Remote Access/Control

Remote Monitoring & Management

Scheduling

Server Monitoring

Support Ticket Management

84% recommend this product

[4.3 (194)](https://www.capterra.com/p/163344/N-sight/reviews/)

[Capterra Shortlist](https://www.capterra.com/msp-software/shortlist/)

RMM software helping IT providers manage endpoints, users, and devices and offers remote access, ticketing, and billing features. [Learn more about N-sight RMM](https://www.capterra.com/p/163344/N-sight/)

Managed Service Providers (MSP) features reviewers most value

Backup and Recovery

Dashboard

Issue Management

Patch Management

Remote Access/Control

Remote Monitoring & Management

Scheduling

Server Monitoring

Support Ticket Management

[4.7 (730)](https://www.capterra.com/p/162972/Splashtop-Business-Access/reviews/)

[Capterra Shortlist](https://www.capterra.com/msp-software/shortlist/)

Splashtop Remote Support helps MSPs with unattended access for seamless IT operations, improving service delivery and client management [Learn more about Splashtop](https://www.capterra.com/p/162972/Splashtop-Business-Access/)

Managed Service Providers (MSP) features reviewers most value

Backup and Recovery

Dashboard

Issue Management

Patch Management

Remote Access/Control

Remote Monitoring & Management

Scheduling

Server Monitoring

Support Ticket Management

92% recommend this product

[4.1 (77)](https://www.capterra.com/p/204559/Acronis-Cyber-Protect-Cloud/reviews/)

AI-powered cyber protection for modern MSPs, natively integrating operations management, cybersecurity and data protection in one. [Learn more about Acronis Cyber Protect Cloud](https://www.capterra.com/p/204559/Acronis-Cyber-Protect-Cloud/)

Managed Service Providers (MSP) features reviewers most value

Backup and Recovery

Dashboard

Issue Management

Patch Management

Remote Access/Control

Remote Monitoring & Management

Scheduling

Server Monitoring

Support Ticket Management

[4.7 (99)](https://www.capterra.com/p/145245/Auvik/reviews/)

[Capterra Shortlist](https://www.capterra.com/msp-software/shortlist/)

Managing your clients' networks is easy, automated, and more profitable with Auvik's network monitoring & management software. [Learn more about Auvik](https://www.capterra.com/p/145245/Auvik/)

Managed Service Providers (MSP) features reviewers most value

Backup and Recovery

Dashboard

Issue Management

Patch Management

Remote Access/Control

Remote Monitoring & Management

Scheduling

Server Monitoring

Support Ticket Management

[4.6 (65)](https://www.capterra.com/p/235300/SuperOpsai/#reviews)

SuperOps is an AI-powered PSA-RMM platform that streamlines MSP ops with automation, real-time monitoring, and asset management. [Learn more about SuperOps](https://www.capterra.com/p/235300/SuperOpsai/)

Managed Service Providers (MSP) features reviewers most value

Backup and Recovery

Dashboard

Issue Management

Patch Management

Remote Access/Control

Remote Monitoring & Management

Scheduling

Server Monitoring

Support Ticket Management

[4.9 (125)](https://www.capterra.com/p/149665/Domotz-PRO/reviews/)

[Capterra Shortlist](https://www.capterra.com/msp-software/shortlist/)

Network monitoring and management software built for MSPs supporting multiple customers and distributed networks. [Learn more about Domotz](https://www.capterra.com/p/149665/Domotz-PRO/)

Managed Service Providers (MSP) features reviewers most value

Backup and Recovery

Dashboard

Issue Management

Patch Management

Remote Access/Control

Remote Monitoring & Management

Scheduling

Server Monitoring

Support Ticket Management

95% recommend this product

[4.0 (206)](https://www.capterra.com/p/100303/Kaseya-VSA/reviews/)

MSPs like you get more cost savings, business growth, and customer satisfaction with Kaseya's powerful RMM software. Get a demo today. [Learn more about Kaseya VSA](https://www.capterra.com/p/100303/Kaseya-VSA/)

Managed Service Providers (MSP) features reviewers most value

Backup and Recovery

Dashboard

Issue Management

Patch Management

Remote Access/Control

Remote Monitoring & Management

Scheduling

Server Monitoring

Support Ticket Management

[## TeamViewer ONE](https://www.capterra.com/p/194565/TeamViewer/)

[4.6 (11619)](https://www.capterra.com/p/194565/TeamViewer/reviews/)

[Capterra Shortlist](https://www.capterra.com/msp-software/shortlist/)

TeamViewer enables MSPs to deliver efficient, secure remote support, enhancing client satisfaction and operational efficiency. [Learn more about TeamViewer ONE](https://www.capterra.com/p/194565/TeamViewer/)

Managed Service Providers (MSP) features reviewers most value

Backup and Recovery

Dashboard

Issue Management

Patch Management

Remote Access/Control

Remote Monitoring & Management

Scheduling

Server Monitoring

Support Ticket Management

84% recommend this product

[## Zoho Assist](https://www.capterra.com/p/112011/Zoho-Assist/)

[4.7 (1369)](https://www.capterra.com/p/112011/Zoho-Assist/reviews/)

[Capterra Shortlist](https://www.capterra.com/msp-software/shortlist/)

Zoho Assist provides a simple and straight forward user interface to connect to remote computers anywhere on the globe. [Learn more about Zoho Assist](https://www.capterra.com/p/112011/Zoho-Assist/)

Managed Service Providers (MSP) features reviewers most value

Backup and Recovery

Dashboard

Issue Management

Patch Management

Remote Access/Control

Remote Monitoring & Management

Scheduling

Server Monitoring

Support Ticket Management

90% recommend this product

[## JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)

[4.5 (762)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/)

ITSM solution that helps teams deliver IT and employee support as well as service through AI automation, self-service & collaboration. [Learn more about JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)

Managed Service Providers (MSP) features reviewers most value

Backup and Recovery

Dashboard

Issue Management

Patch Management

Remote Access/Control

Remote Monitoring & Management

Scheduling

Server Monitoring

Support Ticket Management

[## NAKIVO Backup & Replication](https://www.capterra.com/p/161328/NAKIVO/)

[4.8 (457)](https://www.capterra.com/p/161328/NAKIVO/reviews/)

NAKIVO Backup & Replication enables MSPs to provide reliable BaaS and DRaaS to minimize downtime and protect against data loss.  [Learn more about NAKIVO Backup & Replication](https://www.capterra.com/p/161328/NAKIVO/)

Managed Service Providers (MSP) features reviewers most value

Backup and Recovery

Dashboard

Issue Management

Patch Management

Remote Access/Control

Remote Monitoring & Management

Scheduling

Server Monitoring

Support Ticket Management

95% recommend this product

[## Supremo Remote Desktop](https://www.capterra.com/p/177094/Supremo-Remote-Desktop/)

[4.7 (447)](https://www.capterra.com/p/177094/Supremo-Remote-Desktop/reviews/)

Supremo is an easy-to-use, secure, but affordable remote desktop software for Windows, macOS, iOS, Android, and Linux. [Learn more about Supremo Remote Desktop](https://www.capterra.com/p/177094/Supremo-Remote-Desktop/)

Managed Service Providers (MSP) features reviewers most value

Backup and Recovery

Dashboard

Issue Management

Patch Management

Remote Access/Control

Remote Monitoring & Management

Scheduling

Server Monitoring

Support Ticket Management

91% recommend this product

[## PDQ Deploy & Inventory](https://www.capterra.com/p/174535/PDQ-Deploy/)

[4.8 (341)](https://www.capterra.com/p/174535/PDQ-Deploy/reviews/)

PDQ Deploy is the best way to be your own Managed Service Provider. Update software, deploy scripts, and make configuration changes. [Learn more about PDQ Deploy & Inventory](https://www.capterra.com/p/174535/PDQ-Deploy/)

Managed Service Providers (MSP) features reviewers most value

Backup and Recovery

Dashboard

Issue Management

Patch Management

Remote Access/Control

Remote Monitoring & Management

Scheduling

Server Monitoring

Support Ticket Management

94% recommend this product

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Table of Contents

-   [Essential MSP software buying information](#essential-msp-software-buying-information)
-   [What are the most reviewed MSP software systems?](#what-are-the-most-reviewed-msp-software-systems)
-   [What is managed service provider software?](#what-is-managed-service-provider-software)
-   [What does MSP software cost?](#what-does-msp-software-cost)
-   [MSP software features rated by users](#msp-software-features-rated-by-users)
-   [Top benefits of managed service provider software identified by users](#top-benefits-of-managed-service-provider-software-identified-by-users)
-   [Common challenges of MSP software identified by users](#common-challenges-of-msp-software-identified-by-users)
-   [What is MSP software used for?](#what-is-msp-software-used-for)
-   [Who uses managed service provider software?](#who-uses-managed-service-provider-software)
-   [Integrations for MSP software systems](#integrations-for-msp-software-systems)
-   [Recent trends in MSP software](#recent-trends-in-msp-software)
-   [Learn more about how MSP software can help your business](#learn-more-about-how-msp-software-can-help-your-business)

## Essential MSP software buying information

MSP software is used by managed service providers to remotely manage clients’ IT infrastructure and networks. It enables visibility into network settings and performance and provides remote monitoring, backup, and issue management capabilities to monitor client and end-user systems.

Managed service providers typically use the software to deliver IT support and services, such as network and security management, to client businesses.

Jason Kemsley\[[1](#sources)\], director at Uptime Global, with over 15 years of experience in delivering white-label IT services and solutions to MSPs around the world, explains that MSP software providers can be divided into two categories: 

1.  Those who create closed ecosystems that require users to adopt their entire stack.
    
2.  Those who foster open ecosystems with open APIs, that encourage the use of third-party tools.
    

“It might be a personal bias, but I would not recommend purchasing software from a provider that lacks an open ecosystem. Typically, this indicates a compromise, offering average solutions across the board rather than the best in each area.”

Most MSP software solutions on the market are priced on a “per month” basis, and a typical entry-level pricing plan is around $23 per month. Premium or advanced system subscriptions commonly cost about $97 per month.\[[2](#sources)\]

If you’re a first-time buyer, begin evaluating software options with your budget, number of users, specific use cases, and necessary integrations in mind. Additionally, consult with stakeholders on a list of critical questions to ask providers to determine whether an option fits your needs, such as:

-   Does this platform offer client engagement tools, such as live chat and virtual support agents?
    
-   What kind of hosting support is provided—SaaS, partner-hosted, or self-hosted?
    
-   Does this platform integrate with [customer service](https://www.capterra.com/customer-service-software/), [data analysis](https://www.capterra.com/data-analysis-software/), or other systems? 
-   Does this tool use AI to generate insights or generative AI to power virtual agent chatbots?
    

## What are the most reviewed MSP software systems?

[Capterra Shortlist](https://www.capterra.com/msp-software/shortlist/) identifies the top MSP systems based on a proprietary blend of user ratings and popularity, helping small businesses efficiently find the most effective MSP solution for their needs.\[[3](#sources)\] Here are the five most-reviewed products in our Capterra Shortlist for this category:

**Product**

**Overall score**

**Popularity score**

**Ratings score**

[Jira Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)

94/100

46/50

48/50

[**Freshservice**](https://www.capterra.com/p/132997/Freshservice/)

94/100

47/50

47/50

[NAKIVO Backup & Replication](https://www.capterra.com/p/161328/NAKIVO/)

82/100

32/50

50/50

[**Atera**](https://www.capterra.com/p/144309/Atera/)

99/100

50/50

49/50

[IT Glue](https://www.capterra.com/p/170401/ITGlue/)

96/100

47/50

49/50

These rankings are determined by combining verified user ratings and publicly available web search popularity data: 

-   **Ratings score:** Relative score of the software based on ratings given by users on Capterra, normalized for number and recency of reviews.
    
-   **Popularity score**: Relative popularity of the software based on web search trends and products’ web presence.
    

## What is managed service provider software?

MSP software is a type of IT service management (ITSM) software that assists managed service providers in remotely administering clients’ IT infrastructure and networks. It provides an end-to-end view of a client’s network settings and performance in real time.

MSP software forms the interconnecting digital infrastructure that enables service providers to directly manage and support clients’ systems and endpoints. It combines a range of tools, including network monitoring, patch management, mobile device management, and service desk management, into a single system that assists MSPs in delivering services to clients. 

To provide clients with the best possible service, it’s key for MSP solutions to offer data analytics tools, explains Kemsley. “There shouldn’t be anything your customer asks that you cannot answer, so a good MSP tool usually provides an abundance of data. The downside is that users are overwhelmed with information and don’t know which data they should prioritize and act upon, ”

However, thanks to AI, MSP software now extracts and presents the most important data. It also offers templated best practices for effectively presenting this information to clients. This evolution includes recommended insights and dashboards, which help users focus on critical areas, such as identifying where time is lost or inefficiencies occur, particularly in remote monitoring and management platforms.

This significantly reduces the need for dedicated personnel to manage tools.  As a result, organizations will require fewer resources to handle data management: “About five years ago, we had two people dedicated to managing our tools,” says Kemsley. “Now we're down to one, and soon we might not need anyone.”

Capterra covers 184 MSP software products, and we published 1,723 reviews from software users in the past year.\[[4](#sources)\]

## What does MSP software cost?

Most MSP software solutions on the market are priced on a “per month” basis, and a typical entry-level pricing plan is around $23 per month. Premium or advanced system subscriptions commonly cost about $97 per month.\[[1](#sources)\] 

-   Entry-level systems include ticketing, remote monitoring, issue management, and recovery.
    
-   Advanced or premium plans usually provide additional features, including security management, service automation, and client reporting.
    

First-time buyers should be aware that:

-   Initial setup, training, and data migration are common upfront costs.
    
-   Maintenance and customer support are common recurring costs.
    
-   Not all providers offer free trials.
    

“You are often expected to make a decision based on a demonstration rather than firsthand experience,“ says Kemsley. “I understand because trials can be difficult for complex products like these, and they might overwhelm potential customers, but it creates an uneven playing field. That’s why we always first speak to someone who has used the product for at least 12 months before we make a purchase decision.”

If vendors offer trials, buyers get full version access to different pricing tiers for a limited time. Some vendors offer free versions that allow users to use a full-fledged version of the software but with limitations on elements, such as, the number of user seats.

Kemsley also recommends that companies factor in the implementation process when calculating the costs of a new system: “One of the industry's biggest issues is that no one considers the true cost of implementation. People often compare the price of their current product to a new one without factoring in productivity loss, engineering costs, and other associated expenses.”

## MSP software features rated by users

All MSP software tools include remote monitoring, issue management, and backup and recovery features, and most share a variety of common features such as dashboards, billing and invoicing, and server monitoring.

### Core MSP software features

-   **Remote monitoring and management:** Remotely monitor and manage client networks, endpoints, systems, and devices via locally installed applications. 74% rate this feature as critical or highly important.
    
-   **Backup and recovery:** Create data backups and set up methods to recover deleted or lost data. 74% rate this feature as critical or highly important.
    
-   **Issue management:** Identify and respond to unexpected problems or failures.
    

### Highly rated common MSP software features

-   **Remote access/control:** Remotely connect with client systems to provide troubleshooting or technical assistance. 84% rate this feature as critical or highly important.
    
-   **Support ticket management:** Allow clients or end-users to submit support queries or service requests.
    
-   **Dashboard:** Create an assembly of graphs and charts to visualize and track metrics such as memory usage and server performance.
    
-   **Patch management:** Remotely install software updates and bug fixes on client systems.
    
-   **Server monitoring:** Continuously scan servers on client networks to monitor health and search for any irregularities or failures.
    
-   **Self-service portal:** Offer clients a portal through which they can access the system.
    
-   **Billing and invoicing:** Create, manage, and send invoices or bills to clients.
    
-   **Scheduling**: Plan availability for engineers and support staff and allocate time slots.
    

## Top benefits of managed service provider software identified by users

**Easy integration and implementation:** MSP software solutions are usually easy to implement and integrate with a business’s existing tools, such as security and accounting systems. 

_“The integration process with our existing business procedures was straightforward and efficient, further simplifying its implementation.”_

–Jack S, marketing manager, IT and services

**Receive strong support from developers**: MSP platforms often come with comprehensive technical support from the makers, which provides quick and effective assistance when doubts or glitches occur.

_“All in all the product is very stable and support has been great when needed.”_

–Gary L, president, IT and services

**Find and share documents faster**: MSP platforms assist in the process of organizing and managing client documentation, such as configuration instructions, so that they can be shared with relevant stakeholders more quickly and easily.

_“The ability to quickly dive through multiple clients and find the exact configuration/document/info needed to complete a task is crucial to our success and \[our product\] delivers this.”_

–Romeo B, solutions engineer, management consulting

**Enhance the process of managing clients**: Using an MSP system can help businesses improve their service to end-users generally by making security processes and controlling key aspects of managed systems remotely less disruptive. 

_“It's allowed us to elevate support for our clients and provide a much clearer path to our overall growth.”_

Joseph D, president, computer and network security

## Common challenges of MSP software identified by users

A common issue affecting MSP software users is difficulties with complicated licensing models, especially those that limit transparency over usage and access to backups once expired. To avoid these concerns, it is vital to choose a system that provides an intuitive, transparent licensing model for ease of use. This will help prevent issues when renewing or using the software across locations. 

Another key challenge users highlight is the speed and performance of their chosen systems, with some noting sluggish connectivity and latency speed. Checking feedback and reviews can be a key step in identifying the most reliable MSP before committing to a purchase.

Broadly speaking, when buying new platforms, 48% of IT service software purchasers disclose that addressing security concerns is a top challenge, while another 38% mention issues with finding software compatible with existing systems. These are also key factors to consider when selecting the most suitable MSP system for a company.\[[5](#sources)\]

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**Pro tip: Ask vendors for a reference before purchasing their product**

To prevent future implementation or other challenges, Kemsley suggests always requesting vendors to connect you with a client whose company is similar to yours: “It's crucial to speak with someone who has been using the product for at least a year, not just a month, as their initial excitement might not reflect the long-term reality.”

“Surprisingly, it is rarely asked,” says Kemsley.“I recently spoke with someone from a major vendor, and despite being part of a billion-pound company and having held a senior sales role for two years, he said that we were the first company to ask him for a reference.”

Questions you can ask references are: 

-   Do they have any regrets?
    
-   What do they wish they had done differently? 
-   How has the product served them over time? 
-   Has it continued to deliver value?
    

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## What is MSP software used for?

Analysis of our extensive managed service provider software reviews reveals the most common use cases:

-   **Mass deployments:** The software is used to mass deploy applications on client systems and endpoint devices. It’s also used to bulk deploy software updates and patches on multiple systems from one centralized platform. 
-   **IT support:** MSP software solutions monitor client systems and endpoints 24/7 and send real-time alerts to notify security teams about identified issues. They also continuously scan client networks to monitor server health and identify any potential irregularities or issues before they occur.
    
-   **Reporting:** Data dashboards and reporting functionality offer insights into key MSP metrics, such as average resolution time, average first response time, aggregate service desk performance, and SLA compliance rate.
    
-   **Remote access:** The software allows managed IT service providers to establish a secure and stable connection to remotely access client systems to troubleshoot issues, install apps or updates, etc.
    

MSP platforms combine a range of tools designed to support specific IT services:

-   [Help desk software](https://www.capterra.com/help-desk-software/): Helps MSPs manage customer service and support by assisting with issue resolution and administration.
    
-   [Incident management software](https://www.capterra.com/incident-management-software/): Assists MSPs in recording, reporting, and prioritizing IT incidents, such as system malfunctions.
    
-   [IT management software](https://www.capterra.com/it-management-software/): Provides MSPs the tools to control and monitor clients’ computer networks and manage activity across client systems.
    
-   [IT service software](https://www.capterra.com/it-service-software/): Enables MSPs to implement, deliver, and bill their managed services by automating field services and technician management. 
-   [ITSM software](https://www.capterra.com/itsm-software/): Allows MSPs to deliver internal and external managed IT services by offering tools to design, automate, operate, and control lT support.
    
-   [Professional services automation (PSA) software](https://www.capterra.com/professional-services-automation-software/): Supports MSPs by providing tracking, management, and billing facilities for professional services.
    
-   [Remote monitoring and management software](https://www.capterra.com/remote-monitoring-and-management-software/): Offers tools that MSPs can use to provide remote monitoring, maintenance, and troubleshooting support.
    

## Who uses managed service provider software?

Managed IT service providers typically use the software to deliver IT and support services to clients. The software allows them to remotely connect with clients’ systems to provide troubleshooting, network monitoring, incident management, or other technical assistance. 

Software reviews over the past year reveal that 64% of MSP software users work in the IT industry, followed by hospital and health, computer software, telecommunications, and financial services.

## Integrations for MSP software systems

A common feature buyers of MSP platforms value is the ability to integrate other software systems with their stack. This functionality makes it easier to provide the widest levels of service to MSP clients.  

We analyzed our extensive reviews database and based on that we have determined the three categories that most often integrate with MSP systems. These are help desk, backup, and remote support applications.  

Furthermore, integration capacity receives many positive reviews from buyers of MSP software, with users complementing the simplicity of connecting with existing tech and the ability to manage the functionality of various applications within a single user interface (UI).

## Recent trends in MSP software

**Growing prominence of conversational AI assistants:** A Gartner study suggests that ITSM platform vendors are increasingly investing in AI and machine learning technology to not only automate tasks and improve speed and scale but also create native virtual agents.\[[6](#sources)\] MSP software, a subset of ITSM software, can also leverage this technology to provide clients a more immersive, conversational experience and ensure more detailed, speedier responses to client queries.

## Learn more about how MSP software can help your business

-   [How to Choose a Managed Service Provider for Your Business](https://www.capterra.com/resources/how-to-choose-a-managed-service-provider/)
    
-   [MSPs for Small Businesses: Improve Productivity & Security](https://www.capterra.com/resources/managed-service-provider-for-small-business/)
    

Sources

1.  [**Jason Kemsley**](https://www.linkedin.com/in/jason-kemsley-630983159/)**,** LinkedIn
    
2.  **Capterra software pricing data:** Only products with publicly available pricing information and qualified software products within the category, as of May 14, 2024, are included in the pricing analysis. [Read the complete methodology](https://www.capterra.com/resources/proprietary-data-research/#software-buyers-guides-methodology).
    
3.  **Capterra Shortlist:** Capterra Shortlist identifies the top products in our software categories based on a proprietary blend of user ratings and popularity. [Read the complete methodology](https://www.capterra.com/resources/proprietary-data-research/#capterra-shortlist-methodology).
    
4.  **Capterra reviews data:** Capterra reviews are collected from verified users for individual software products. For this report, we analyzed reviews from the past year as of the production date. [Read the complete methodology](https://www.capterra.com/resources/proprietary-data-research/#software-buyers-guides-methodology).
    
5.  **Capterra’s 2025 Tech Trends Survey**: The 2025 Tech Trends Survey was conducted online in July 2024 to understand the timeline, organizational challenges, adoption and budget, vendor research behaviors, ROI expectations, and satisfaction levels for software buyers. [Read the complete survey methodology](https://www.capterra.com/resources/proprietary-data-research/#software-buyers-guides-methodology).
    
6.  [Market Guide for IT Service Management Platforms](https://www.gartner.com/doc/5037731), Gartner