RMM (Remote monitoring and management) is a powerful and essential tool for MSP (Managed Service Providers). If you are an MSP you would have experienced the importance of the RMM tool. If you plan to be an MSP then this write-up will provide you the essential features you must look out for in an RMM.
You can just be an MSP and provide service using any RMM tool, Service/Help Desk, and other tools. However, If you need to survive in this competitive industry, and want to make a name for yourself then read on.
The RMM tool must provide proactive, widespread and in-depth monitoring. Only when the monitoring of the customer environment is effective, will you as an MSP be able to take appropriate action. Your client’s enterprise may have different types of hardware, operating systems, applications, mobile devices, etc…,
The RMM tool must support all of the operating systems and be able to monitor all types of endpoints. Further, information about all the devices must be available/ accessible on a single dashboard. If it is a global enterprise, the endpoint devices may exist anywhere on the globe. Hence, it must provide real-time monitoring details of the endpoints.
The RMM tool must offer alert facilities through text messages, email or other methods. The tool must be customizable so that you are able to define the criteria that trigger the alerts.
The administration should be easy. If the dashboard and administration of the RMM tool are complicated then it is a hindrance to effective management. The tool administrator may not be comfortable with all the monitoring methods or with complicated methods for creating policies.
1. There should be a facility to create automation policies easily.
2. Additionally, it should be well integrated with the Help Desk/Service Desk so that requests can be raised, monitored, addressed and closed.
3. A disjoint system would lead to replication of work, and increase the time in the raising of tickets, addressing it and then closing it.
4. System troubleshooting, patch updates, application installation, and updates must be easy to perform through the RMM tool.
Routine Tasks Management
Typically routine tasks such as monitoring IP-enabled endpoint devices, regular IT tasks, monitoring and generating performance reports, etc…, must be easy to perform. Further, advanced capabilities including mobile device management (MDM), Bring your Own Device support, backup and recovery are mandatory nowadays.
Converting Responsive Customers
Most customers approach MSPs for support only when they face an issue that they cannot fix. Regular support does incur some cost, but the long-term value does not seem to be visible to customers. It would be in your best interests to offers plans that offer good value for money.
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Once customers are exposed to the benefits of RMM they will adopt other facilities offered as part of the MSP bouquet. This would in effect mean more customers and more business. When RMM is demonstrated to be able to manage the software updates and endpoint security solutions it would demonstrate the value of an MSP’s management through RMM.
Report generation provides proof of the capabilities of the RMM tool. It should be able to easily provide customizable, business-level reports.
These are important features that are required in an RMM tool for effective monitoring.