Kaseya Service Desk Meets ConnectWise, Autotask & Tigerpaw

Kaseya yesterday disclosed a PSA integration strategy for the ConnectWise, Autotask and Tigerpaw Software platforms. In an MSPmentor FastChat Video, I've captured details of the strategy from Kaseya Executive VP Jim Alves. But here's what I'm wondering: Is Kaseya trying to use the PSA integration software as a trojan horse that ultimately promotes Kaseya Service Desk software?

First, some background for those who are new to the managed services software market.

  • Kaseya promotes remote monitoring, management and automation software for maintaining IT devices.
  • ConnectWise, Autotask and Tigerpaw Software promote professional services automation (PSA) software, which helps VARs and MSPs to better manage their business processes.
  • Kaseya has been introducing some PSA-type capabilities in a software offering called Kaseya Service Desk. ConnectWise Capital has invested in LabTech Software, which competes with Kaseya on some fronts.
  • Integration between PSA and remote monitoring software is a critical requirement for most MSPs these days. ConnectWise, for instance, recently introduced an updated integration to Kaseya.
But now, Kaseya has disclosed plans to write its own integrations to ConnectWise, Autotask and Tigerpaw. The effort will leverage Kaseya Service Desk, offering integration to ConnectWise in Q2 2011, and to Autotask and Tigerpaw in Q3 2011, Alves says. The Kaseya details are in this FastChat Video:


Mixed Reaction

During the Kaseya Connect User Conference in Las Vegas this week, some MSPs applauded Kaseya's PSA integration strategy. But other attendees also said they don't plan to use the Kaseya integration software because they're already leveraging ConnectWise's integration work to Kaseya.

I can't help but wonder if Kaseya has a two-step strategy here:
  • First, get MSPs to use Kaseya Service Desk to integrate with ConnectWise and/or other PSA platforms.
  • And then longer term, get MSPs to completely shift from third-party PSA to Kaseya Service Desk, using the integrated mapping from step 1.
Still, my conspiracy theory could be bunk. In the FastChat Video above, Alves assures MSPs that they can continue using third-party PSA software indefinitely.

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