What Is RMM?

What does remote management mean? RM, or remote management, involves managing computers or entire networks from an off-site location using remote access software. This can include installing new software, deploying security updates or patches, and resolving system issues. Typically, maintenance staff will no longer need to travel to client sites to respond to threats or system issues. 

RMM tools provide a lot of functionality to MSPs, but some are more useful in specific situations and for certain businesses. When choosing an RMM platform, there are advantages and drawbacks to be aware of, and it’s essential to pick a tool that suits your or your clients’ needs. Here are some of the points to consider:

• ^ Ease of deployment: while there are many RMM tools based in the cloud, “agents” still need to be installed on client endpoints. These are essential for properly monitoring and intervening via remote access when clients require assistance. Thus, RMM tools that offer auto-discovery or push-installation functions can save a lot of time at the beginning or when new endpoints are added.
• ^ Remote access software: when a client has an issue with a device or network, you’ll more likely than not need access to it yourself. You won’t be on-site with the machine in most cases, so you need remote access software to fix the issue from a central location. It’s a critical piece of software and one that’s key to most RMM service plans.
• ^ Intuitive dashboard and UI: your RMM needs to offer a holistic view of all the systems requiring attention. This includes reports on system health, for example, and all of this information should be available in an easy-to-read, intuitive interface.

If you’re managing the IT systems and infrastructure as an internal employee, your needs may vary compared to an MSP. Here are some of the key features you’ll want to look for from RMM software:

• ^ Asset monitoring: with custom, real-time monitoring of your company’s IT assets, you can quickly spot and fix critical issues while providing patch management, automated scripting, and more.
• ^ Built-in helpdesk systems: when employees raise requests to the internal IT team, having a system to manage and respond to those requests is essential. Some RMM software packages include ticket systems that’ll organize and track issues from the moment they’re logged.
• ^ Detailed dashboards: et an overview of key information, including systems missing critical patches, outdated drivers, and more. Work out where your team’s attention and time are needed most.
• ^ Integrations: consider an RMM that can integrate with your existing software and systems, including tools like JIRA, Auvik, and so on.

Real-time monitoring, visibility and alerts

Why wait until a critical issue affects your users? With real-time monitoring and alerts, you can address and fix issues as they arise. This can save you money and time compared to the break-fix model and simultaneously get services up and running more quickly.

Automation and scripting

You can reduce the time spent carrying out routine maintenance by automating processes. This frees up IT support resources so that they focus their time and effort where they’re needed. Opportunities for automation include:

• ^ Patch deployment
• ^ Checkdisk
• ^ Creating system restore points
• ^ Defragmentation
• ^ Deletion of temporary files
• ^ Running scripts
• ^ System reboot
• ^ System shutdown

One of the most powerful benefits is script automation, as this expands the number of remote functions available to you. A good remote monitoring and management platform can facilitate scripts written in numerous formats, including MSI, CMD files, and even PowerShell scripts.

Patch management

Patch management software is another major benefit of RMM, allowing you to schedule update windows that result in the least possible disruption. With regular patching of client endpoints and networks, you can keep clients up to date and protected against the latest threats. This includes functions such as:

• ^ Installing Microsoft Office patches
• ^ Keeping software drivers up to date
• ^ Performing system reboots where necessary
• ^ Updating Windows

The best RMM software will keep logs containing device and patch statuses, which means your RMM system admin can monitor the status of any device or network in real-time.

Software distribution

Software distribution often involves updating all of the endpoints in a network simultaneously. By using RMM, you can complete this essential task remotely, from a single location, and without any need for input from clients. The best RMM tools can monitor and manage the entire process, in addition to blocking the download of prohibited software and deploying crucial security or malware updates.

IT reporting and analytics

Your RMM can do more than simply monitor and alert you to problems with networks or devices. It can also provide you with full-coverage reporting and analytics that’ll allow you to set and achieve goals. You can either manually extract reports from the system or schedule them to be supplied at routine periods to your inbox. Ideally, your IT visbility and reporting solution will include:

• ^ An overview of system health
• ^ Feedback on patches and other actions
• ^ Software and hardware inventory
• ^ System health for specific endpoints or clients

Choosing a cloud MSP service means that you’ll no longer need to maintain physical facilities of your own. So, you can cut down on costly staffing when it comes to maintaining client systems. Other benefits include:

• ^ Lower costs: running a cloud-based RMM offers greater value for money than managing an on-prem solution. No more paying for hardware upgrades, software licenses and upgrades, utility charges, and more.
• ^ Greater scalability: as an MSP’s business grows and the number of endpoints supported increases, an on-prem solution can affect scalability. However, a cloud-based RMM can grow in line with the MSP’s business, offering support for a countless number of endpoints.

• ^ More time to focus on your business: since your MSP is running and managing your IT activities, you’ve got time to grow and nurture your business. However, with on-prem RMM, you’ll still be responsible for ensuring that the servers remain functional, even outside of office hours. On the other hand, cloud-based RMM software requires less upkeep, freeing up your time for other activities.
• ^ Preparedness to deal with issues: in the event of a large-scale incident, such as natural disasters or breaches, you want to know that you have a contingency. On-prem MSPs still rely on physical hardware, while cloud-based RMM tools can be much more resilient in the face of a disaster.
• ^ Enhanced security: your organization’s devices, databases, and even staff have valuable information that’s highly attractive to malicious hackers and other third parties. With a cloud-based RMM, you’ll have greater control over user access privileges and data. This includes being able to immediately suspend all account access, change user credentials remotely, and have a backup of all data in the cloud.