N-able MSP Manager vs. Workday Professional Services Automation

It's a good company to grow with because as needs change there are more features available.

Incentivized

Workday Professional Services Automation is a great product for large companies that have standardized, repetitive processes. The ability to automate tactical HR tasks is essential for business productivity, and Workday Professional Services Automation delivers well in this area. However, when a non-standardized process occurs, it is difficult to modify the system in a way that doesn't create confusion for the end-user, resulting in a less than desirable HR experience. For example, when my small company was acquired, our parent business utilized the software for transferring employees from the acquired business to the parent business to ensure they could sign up for health benefits, payroll, etc on Day 1; but, because every form is interrelated, the in-house Workday team was either unable or unwilling to change their workday "standard" fields for offer letters. As VP of HR for the acquired team, I had to meet one-off with each acquired employee to reassure them that certain clauses in the standard offer letter would not apply, explain why their personal email addresses were being used instead of their business ones, and assure them that they were being fully vested/transferred employees and were not considered "new employees" like the offer letter stated, etc.

Incentivized

• Help Desk Ticketing is very easy to use and organize.
• Billing is robust and keeps track of client contracts and time very well.
• Role management and ticket routing client are very robust.

Incentivized

• Keeps all of your personal information safe and private
• Has all the documents needed for the time being with the company
• Has extra important information about the company for your knowledge

Incentivized

• Labeling/titling work "labels" without all the extra steps.

Incentivized

• Would like to be able to use it for clocking in and out
• The dashboard user interface could be improved to include more pertinent information
• Would be nice to hide features that we use other applications for (i.e. org chart, pay, expenses)

Incentivized

Its getting more streamlined with update but still has many tools that are unexplained/ not defined well

Incentivized

I had the chance to talk to SolarWinds reps at their Empower conference. They asked how we liked MSP Manager. (For full disclosure, we use their whole suite of products). I told them it's the worst ticket software I have ever used. They said that it wasn't the first time they had heard that. I did not doubt that he was telling the truth.

Incentivized

With workday support options, I would like to see a more immediately responsive response option. Possibly a chat or a responsive email response team would be helpful.

Incentivized

I want to be clear. I did not choose MSP Manager, it was thrown at me, purchased by someone who did not understand how bad this tool was. I have used other ticket systems, Remedy, Spiceworks, and ServiceNow. Those all work, and do a lot of things this can't. We have to export a list of all tickets, then use BI tools to try and work the data, just to get reports on completed tickets. It's truly terrible. I would recommend having users send a carrier pigeon over using this awful awful tool.

Incentivized

Workday Professional Services Automation is a happy medium between the other competitors. It is just enough to help you run your business, but simple to use that even smaller businesses can take advantage without a huge and taxing price tag. Its expandable and has been very well received at the companies I've worked at that use it.

Incentivized

• For my managed service clients, MSP Manager has seriously reduced the time I spend billing. Overall data entry time may be the same, but now it's focused on documenting the work that was done and the billing simply follows.
• The first few months of learning MSP Manager definitely meant doing lots of admin work twice, and double-checking the MSP manager invoices against the paper trail, to ensure it was accurate and working. Plan for this extra time overhead during the learning phase.

Incentivized

• While I don't use the program at a high-level I can see the time-saving effectiveness for administrators.
• By giving a self-serve interface I feel in control of my pay/benefit management.
• Less time spent on HR administration frees up bandwidth for helping colleagues.

Incentivized