Remote Monitoring and Management (RMM) is a comprehensive system that allows a third-party vendor to manage and monitor your computer systems, networks, and devices from a remote location. The
The purpose of RMM is to provide proactive and reactive support for your IT infrastructure, ensuring that your systems are running smoothly and reducing downtime.
RMM Software is usually run by MSPs (Managed Service Providers), who use it to manage their client’s IT infrastructure. MSPs can be anywhere in the world, and may never need to physically visit a client’s site as they service their users remotely.
What is Remote Monitoring and Management (RMM)
Remote Monitoring and Management (RMM) is a technology that allows managed service providers (MSPs) to remotely monitor and manage their clients’ IT infrastructure and end-user systems.
RMM tools give MSPs visibility into their clients’ networks and allow them to proactively identify and resolve issues before they cause downtime or data loss. RMM tools also automate many of the routine tasks that MSPs perform, such as patch management and asset inventory.
How Does RMM Work?
RMM architecture typically consist of three components that work together: an agent, a console, and a dashboard.
The agent is a software program that is installed on the client’s devices and servers. The agent collects data about the device, including its performance, such as its operating system, CPU utilization, and memory usage. It also collects data about the network, including its bandwidth utilization and latency, security events, and system log data.
The console is a web-based application that MSPs use to manage their clients’ networks. The console provides MSPs with visibility into their clients’ devices and allows them to perform tasks such as patch management and remote desktop support.
The dashboard is a web-based application that MSPs use to monitor their clients’ networks. The dashboard displays real-time data about the status of the network and the devices on it.
Main Functions of RMM
Remote Monitoring and Management tools serve several important functions for Managed Service Providers, including:
IT Infrastructure Monitoring: Provides real-time visibility into clients’ IT infrastructure, allowing them to identify and resolve issues before they cause downtime. Ideally RMM software helps the resolution of issues even much before clients can get a chance to notice them.
Network Monitoring: Allows MSPs to monitor their clients’ networks in real time, giving them visibility into network utilization, bandwidth, and latency.
Security Monitoring: Allows MSPs to monitor their clients’ networks for security events and vulnerabilities. Triggers can be set up to notify MSPs of potential security threats and allow them to take proactive steps to mitigate the risks.
Patch Management: Automates the process of patching software on client devices, ensuring that they are always up to date. Windows updates and other software upgrades are managed remotely and at optimal times. Also includes management of System Restore Points, scheduled system reboots and script executions. This helps to reduce the risk of vulnerabilities and system downtime.
Asset Inventory: Tracks the hardware and software installed on client devices, making it easy for MSPs to keep track of their clients’ assets. When new software is deployed, MSPs can use the asset inventory to ensure that it is compatible with the existing hardware and software.
Remote Desktop Support: Allows MSPs to remotely connect to client devices to troubleshoot issues or provide training. Fixing issues remotely reduces downtime and helps to keep clients’ systems running smoothly without the need to accommodate a physical on-site visit by tech-support.
Ticketing System: RMM software includes a ticketing system that allows MSPs to track and resolve ‘alarms’ within the environment being monitored. This help desk feature gives MSPs a single point of contact for all their clients’ support needs.
Reporting and Analytics: RMM software provides detailed reports on the performance of client networks and devices. System health and the status of software licenses can be reported. MSPs can use these reports to identify trends and potential issues. Additionally, some better RMM tools include data analytics that can be used to improve the efficiency of operations.
Benefits of Remote Monitoring and Management
Businesses that use RMM software enjoy several benefits, including:
- Reduced Downtime: By proactively identifying and resolving issues, RMM helps to reduce downtime and keep businesses running smoothly.
- Improved Security: RMM monitors clients’ networks for security events and vulnerabilities, helping to keep their data safe.
- Increased Efficiency: RMM software automates many of the routine tasks, such as patch management and asset inventory, freeing up time to focus on other important tasks.
- Improved Customer Satisfaction: By providing better visibility clients’ IT infrastructure and proactively resolving issues, RMM software helps to improve customer satisfaction and allow them to focus on their core business.
RMM Opposite: The Break Fix Model
The break-fix model is the traditional approach to managing IT infrastructure, in which businesses only seek out support when something breaks. This reactive approach can be expensive and time-consuming, as businesses choose to wait for something to break before they can get it fixed. Additionally, break-fix support does not provide proactive monitoring or maintenance, leaving businesses at risk of downtime and data loss.
Managed services is a proactive approach to managing IT infrastructure, in which businesses outsource the management of their IT systems to a third-party provider. Managed service providers (MSPs) use RMM software to remotely monitor and manage their clients’ IT systems. This allows them to proactively identify and resolve issues before they cause downtime or data loss. Additionally, managed services provide businesses with the peace of mind that their IT systems are being monitored and supported by a team of experts.
The Different Types of RMM Software
There are a few different types of RMM software available on the market:
1. Commercial RMM Software: This type of software is typically offered by larger companies and is more expensive than open source. However, commercial RMM software generally includes more features and can be customized to meet the specific needs of your business.
2. Open Source RMM Software: This type of software is typically offered by smaller companies and is the least expensive to acquire than other options. However, open source RMM software generally has fewer features and may not be compatible with your existing IT infrastructure. The upfront cost savings may not be worth it if you have to invest in additional software to make up for the lack of features.
3. Managed Services: This is not a software per se but is more a type of holistic service to proactively managing IT infrastructure, in which businesses outsource the management of their IT systems to a third-party provider. Managed service providers (MSPs) use RMM software to remotely monitor and manage their clients’ IT systems so that the clients can focus on their core business.
How to Choose the Right RMM Software?
When choosing an RMM software solution, there are a few things to keep in mind:
1. Compatibility: Make sure that the solution is compatible with your existing IT infrastructure. If it’s not, you may have to invest in additional software or hardware to make it work.
2. Features: Software solutions come with a variety of features. Determine which ones are most important to your business and look for a solution that offers them.
3. Pricing: Software solutions can be expensive, so it’s important to compare pricing and find a solution that fits within your budget. Additionally, many RMM software providers offer subscription-based pricing, so be sure to find out if the price is for a one-time purchase or if it’s a recurring fee.
4. Ease of Use: RMM software can be complex, so look for a solution that is easy to use and comes with training or support to help you get the most out of it.
5. Scalability: As your business grows, your IT infrastructure will likely grow as well. Make sure that the RMM software you choose can scale to meet the needs of your growing business. Additionally, if you’re using an MSP, make sure that they can scale their services to meet your needs as well.
6. Security: Remote Monitoring and Management software gives remote access to your IT systems, so it’s important to make sure that the solution you choose is secure. Look for an RMM software solution that uses encryption and authentication to protect your data. Even more, be sure that the reputation of the vendor is good enough to entrust them with access to your systems.
7. Support: When problems arise, you want to be sure that you have someone to help you resolve them quickly. Look for an RMM software solution that offers 24/7 customer support.
By keeping these things in mind, you can be sure to find the right RMM software solution for your business.
Best RMM Software
There are a number of RMM software solutions available on the market, each with its own unique features and pricing structure. It is important to choose one that is compatible with your existing IT infrastructure and meets the specific needs of your business.
Some of the popular vendors of RMM software include:
Each of these vendors offer a free trial so that you can test out the features of their RMM software to see if it’s a good fit for your business. Additionally, many of these vendors offer subscription-based pricing, so be sure to compare pricing and find a solution that fits within your budget.
How to get the most out of your RMM investment
There are a few things you can do to get the most out of your RMM software:
1. Automate as much as possible: The more you can automate, the less time you’ll have to spend on manual tasks. Look for an RMM solution that offers a wide range of automation features.
2. Monitor all aspects of your IT infrastructure: A good RMM solution will allow you to monitor not only your servers and computers but also your network, storage, and applications. By monitoring all aspects of your IT infrastructure, you’ll be able to identify and fix problems before they cause downtime.
3. Stay up to date on security patches: Security vulnerabilities are constantly being discovered, so it’s important to keep your systems up to date with the latest security patches. Many RMM solutions offer patch management features that can automate this process for you.
4. Use reporting and analytics: RMM solutions offer a wealth of data that can be used to improve the performance of your IT infrastructure. Make sure to take advantage of reporting and analytics features to identify areas where improvements can be made.
5. Take advantage of training and support: Most RMM vendors offer some form of training and support, so be sure to take advantage of it. This will help you get the most out of your RMM investment and ensure that you are using the software effectively.
RMM software can be a great investment for any business that relies on IT infrastructure. By choosing the right RMM solution and taking advantage of its features, you can improve the performance of your IT infrastructure and reduce the amount of time you spend on manual tasks.
Let me know in the comments what your experiences are working with RMM software. I’d like to put together an article comparing RMM software using real world data from actual customers.