RMM Software

What is Remote Monitoring and Management (RMM) Software?

Managed IT Service Providers (MSPs) can quickly and remotely manage their client's networks, computers, and other endpoints using RMM (remote monitoring management) software. Deploying network monitoring software is often referred to as Remote IT Management, and it allows providers to remotely and proactively manage their client's IT assets.

RMM is easy to deploy using a small app called an 'agent.' Technicians install agents on their client's servers, computers, endpoints, and mobile devices. Agents compile a vast array of information about the host device and then feed that info back to the MSPs control panel or dashboard. From the dashboard, a technician can proactively keep machines up to date and resolve any issues without having to visit the client's office physically.

When an agent detects a problem, a ticket is created and sent to the MSPs dashboard. A technician decides what action is needed to solve the problem. In many cases, the RMM software resolves the issue before the customer even realizes there is a problem. The support tickets are sorted based on severity. That helps the MSP or technician prioritize any critical issues versus the non-critical ones. If an item can't be resolved automatically, the technician will remote in to solve the problem or dispatch a tech to the location.

RMM software gives MSPs the ability to service more clients at the same time compared to their traditional counterparts. They can do it more efficiently, and they can do it around the clock. RMM comes with a full array of functions, including software installation, automatic patches and updates, and so much more. All this happens from a single dashboard. Most important, hundreds of devices can be serviced at the same time without having to travel to each location just to handle routine tasks.

Best Uses For RMM Software

RMM software performs many functions for the MSP and client. First, it compiles data about the software, hardware, and networks. It prioritizes problems based on customizable rules. It automatically runs updates and patches based on a predefined schedule. It creates tickets and alerts for each issue it detects and then provides a report for each item and device.

Overview of RMM Software

The first standardized network management tools used in conjunction with SNMP (Simple Network Management Protocol), were in widespread use by the early nineties. From the fifties till then, on-site service using the standard break-fix model was common. In other words, when something went wrong, an IT technician had to physically go to the client's location to troubleshoot the problem. Over time technicians developed methods for troubleshooting devices. They would go to the client's site and proactively check the status of their network and other endpoint devices. They created elaborate checklists to record as much information as possible. Unfortunately, as machines and systems became more complicated, this method became inadequate for gaining a clear picture.

The first remote IT management tools did an excellent job of sending information to the IT technician. However, these tools were highly complex and very difficult to manage. They were also expensive. So expensive that only huge companies could afford to use them. Moreover, many MSPs spent millions developing proprietary versions to use on their infrastructure and network operations centers (NOCs). Still, It became clear this was cost-prohibitive for them and many small to medium-size businesses.

Eventually, costs came down, so smaller companies were now able to take advantage of the same managed IT services as the big Fortune 500 companies. RMM software was now affordable for small and medium-sized businesses and managed service providers. That began the remote management services industry as we know it today.

Issues With Break-Fix IT Service

The old break-fix technique served us well for many years, but as computer systems became more complicated other problems surfaced. For example, the workflow was inconsistent. That means it is difficult to plan or schedule technicians. Labor costs may remain the same, but IT demands are random and episodic.

For that reason, income is unreliable and inconsistent for the service provider. There is also no recurring revenue. Furthermore, clients having multiple computers or network issues became easily agitated as their service calls went up. They rapidly lost faith in their support provider.

Providers discovered they needed to take on more clients just to reach their financial goals. Clients requested fewer preventative maintenance calls to lower their costs. Security also began to suffer because systems were going without upgrades and updates. That led to data breaches and worse on outdated systems. The more clients tried to lower their costs, the higher their prices rose. A vicious cycle began.

Advantages Of RMM Software

On the financial side, MSPs can offer customers enterprise-level remote monitoring packages for an affordable price. They pay a fixed monthly fee, so there are no more surprise bills at the end of the month. MSPs are more profitable since they have fewer support calls to schedule. Any associated costs like paying mileage or owning company vehicles go down too.

On the technical side, issues are detected before they become large-scale problems. That means better uptime and business continuity. Network stability increases due to the proactive nature of RMM. Devices last longer and with improved maintenance.

More advantages include increased customer satisfaction and loyalty to the MSP. Worker productivity has increased on both sides. High-value technicians now work on preventing problems before they happen. Office workers are interrupted less, so their productivity increases.

As we can see, Remote IT Management using RMM makes good financial sense. The RMM system can be scaled up or down to meet specific requirements and client base. Best of all, MSPs can offer dependable, 24/7/356 support, and proactive monitoring.

RMM Software Pricing

MSPs today will typically charge a flat fee for RMM services using a monthly recurring revenue model. Pricing is mostly calculated based on the number of agents deployed. Tiered packages using graduated service levels allow an MSP to customize a client's service level to suit their needs. Customers select specific packages or can go a la carte for custom services. For example, on-site support can be provided for an extra fee.

MSPs must determine whether to use a "per-device" or "per-user" pricing structure. The client is billed based on the number of devices they want to support or based on the number of users within the business. Both pricing models have their respective pros and cons. Most of the time, the "per-device" is best.

Today's managed IT services continue to shape technology for SMBs because they want to keep the technology wheels turning. They also will want to compete with their larger counterparts affordably. Therefore, MSPs should consider partnering with a reliable RMM provider who also offers training, education, and broad solutions. You will also need an RMM platform that supports a vast array of tech environments, including virtualized and hybrid cloud environments.

Also, consider leveraging your RMM software and its tools using a unified dashboard. Let the RMM automatically handle routine tasks like patch management or various update scheduling. Antivirus updates and scanning can also be automatic.

Finally, find an RMM provider with excellent technical support and infrastructure. Now you can redirect your technicians to more critical projects.