Autotask's top leaders said advanced IT automation would help MSPs serve as true business technologists.
The East Greenbush, N.Y.-based IT service management vendor said its ability to provide professional service automation (PSA), remote monitoring and management (RMM), and other services helps solution providers focus on end users instead of internal business operations.
"We want to take care of all your little things so that you don't have to, so you can take full advantage of the opportunity that you have out there in digital transformation," according to President and CEO Mark Cattini during Autotask Community Live 2017.
Global spending among small and mid-sized customers in software is expected to exceed their hardware spend by 2018, with companies increasingly recognizing the value in linking their software investments to business processes, Cattini told 1,000 attendees at The Diplomat Beach Resort in Hollywood, Fla. By next year, Cattini expects most mid-market firms to be on the path to embracing digital transformation.
"This isn't just about enterprise," Cattini said. "It's about everybody now."
As a result, CEOs will expect their CIOs to more actively use technology to drive revenue, Cattini said. In the SMB space, solution providers traditionally filled the virtual CIO role, Cattini said, delivering core productivity tools and applications so that end users can enjoy a stable computing environment.
But going forward, Cattini believes SMB customers will expect more from their IT service provider.
"I think the demands are going to start changing, and many of you are going to have to think about being a business technologist," Cattini said. "There's keeping the lights on, and then there's transforming your customers' business."
Autotask can help with that, Cattini said, by enabling MSPs to seamless move data and reporting across applications. The company's database and interface-level integration allows MSPs to view information about devices, service activity, customer satisfaction, and revenue opportunities in a single pane of glass, according to Pat Burns, Autotask's vice president of product management.
This not only enhances convenience, Burns said, but also provides MSPs with added meaning and context around that data.