LabTech is everything you need in a tool to support your Managed IT Services business
Updated August 17, 2016

LabTech is everything you need in a tool to support your Managed IT Services business

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with LabTech

We are a Managed Services company and use Labtech to provide IT management services to our customers. We use it to provide the standard RMM tasks of monitoring and maintenance, patching, remote access through ScreenConnect, antivirus, scripting and automation. It allows us to have a small team of technicians that can work either remotely or on-site at our customers to manage a large number of customer machines.
  • Scripting and automation is very strong with LabTech - my first visit to the yearly conference someone told me that "LabTech can do anything" and over the years I've learned that is almost entirely true.
  • Remote access. LabTech/ConnectWise purchased the company ScreenConnect over a year ago and integrated it fully into the LabTech product at no additional charge. ScreenConnect is truly the best remote access software I've ever used.
  • LabTech is at the top of the industry and we see the benefits from that with the 3rd party integrations that come from being a big player in the market. Big and small companies have worked with LabTech to make custom plugins for their products - products like Intel vPro, Microsoft CloudConnect, Veeam Backup, and ConnectWise are among our favorite integrations.
  • Product updates are historically an area where I would like to see improvement, though to be fair they are working hard on improving it. Major releases often are delayed for months with no real communication or explanation. They have recently promised monthly bug fix releases, and they have stuck to it which is appreciated.
  • There is a module that integrates with Active Directory and imports contacts to be synced with service tickets. The AD module could use a lot of improvements - mainly being smarter and being able to detect removed/disabled contacts.
  • Network monitoring with SNMP is something that's been promised an improvement but haven't seen any movement on in a long time. The current functionality is barely usable so we've added additional 3rd party products to our toolbox to fill that need.
  • Before we implemented LabTech we were having trouble selling our Managed IT Services, and when we did sell it we were having difficulty meeting the promises that we had made. Since implementing LabTech over 5 years ago our number Managed IT Service customers/managed endpoints have grown over 10x, and a lot of that can be attributed to having the right tool in place to be able to support those customers.
  • The companies that LabTech partners with make it very easy to provide additional services - either included in the cost of MSP or additional. Services like Webroot AV which come at a monthly subscription allowed us to put aside the yearly conversations with our customers about re-upping AV and focus on more critical systems and services. That reduced the drag on our sales department to free them up to go after bigger and better fish.
  • Kaseya
Before we moved to LabTech we were with Kaseya's RMM tool, and ultimately decided to make the switch. At the time, Kaseya was bogged down with their attempts at custom integrations with products like Acronis (Backups) and AVG (Antivirus), and those custom builds of the software was causing issues with release cycles. The software we were able to get through Kaseya was often 3+ years behind the current version, and ultimately that was causing us more work especially with antivirus. After moving to LabTech and a modern AV we saw our support tickets due to virus infections drop significantly.
ConnectWise, Veeam Backup & Replication, Webroot
All Managed Service Providers should be on LabTech. Period. I've used/seen some of the competition and while they all have their pros/cons, I don't think anything else compares. In the Enterprise sector it could also be very valuable for an IT team to remotely access and manage all endpoints. I'm not sure it would be worth the investment for smaller companies with an in-house IT department, solely because of the cost associated.