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What Is Remote Monitoring and Management (RMM)?


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Remote Monitoring and Management (RMM) is a suite of IT tools that allows IT professionals to remotely monitor and manage networks, computers, and other IT systems. This technology is primarily used by managed service providers (MSPs) to efficiently maintain and troubleshoot their clients’ IT systems remotely.

RMM services operate through software agents deployed on client devices. These agents send information about the device’s health, performance, and security to the MSP. The MSP can then use this information to perform proactive maintenance, resolve issues, and ensure the overall efficiency of the IT infrastructure.

This is part of a series of articles about MSSP security

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What Are the Benefits of Remote Monitoring and Management Software?

Let’s look at some of the main advantages of using RMM:

Remote Troubleshooting

Remote troubleshooting allows IT professionals to identify, diagnose, and resolve issues without the need for physical presence at the client’s location.

Remote troubleshooting is also useful beyond emergency situations. You can use RMM software to perform routine checks and maintenance, ensuring that potential issues are identified and resolved before they can cause significant damage.

Remote Security Management

RMM software provides a solution to the challenges of ensuring security. It enables IT professionals to continuously monitor security characteristics of all devices on the network—for example, if they have antivirus or endpoint security agents installed, and whether they are fully patched.

RMM software can automate security tasks, like installing updates and patches, ensuring that all devices are up-to-date and protected against the latest threats.

Enhanced Productivity

RMM tools streamline IT management tasks, allowing MSPs to service more clients with fewer resources. By automating routine tasks like patch management and system monitoring, MSPs can focus their efforts on more complex and revenue-generating activities. Additionally, RMM tools facilitate centralized management of multiple clients’ IT infrastructures, enabling MSPs to scale their operations without a proportional increase in workforce or resources.

Moreover, RMM tools contribute to enhanced service quality. With comprehensive monitoring and management capabilities, MSPs can proactively detect and resolve issues, often before the client is aware of them. This proactive approach reduces downtime and improves client satisfaction.

Key Features Included in an RMM Solution

A remote monitoring and management system should include the following capabilities:

Patch Management

Patch management ensures that all software used within the network is up-to-date with the latest patches. This improves the performance of the software and protects it from potential security vulnerabilities.

With RMM, you can automate the process of patch management. The software can scan all devices for missing patches, download and install these patches, and then verify their successful installation. This automation reduces the risk of human error and ensures that no device is left unprotected.

Endpoint Monitoring

Endpoint monitoring allows you to monitor all devices connected to the network, including computers, laptops, smartphones, and IoT devices.

Through endpoint monitoring, IT teams can gain a holistic view of the network’s health. This allows you to identify devices that are underperforming or experiencing issues, and take immediate action to address these problems. This proactive approach helps to prevent system downtime and improve overall network performance.

Automated Maintenance

Automated maintenance allows you to schedule routine maintenance tasks, such as disk cleanup, defragmentation, and system checks.

By automating these tasks, you can ensure that all devices within the network are regularly maintained and optimized. This extends the lifespan of the devices and boosts their performance, leading to improved productivity and efficiency.

Reporting

A good RMM solution should include comprehensive reporting capabilities. These reports provide your team with detailed insights into the health, performance, and security status of the IT infrastructure.

Using these reports, IT teams can make informed decisions about resource allocation, system upgrades, and security measures. You can also use them to demonstrate the value of your services to clients, highlighting issues that have successfully been resolved.

How to Choose RMM Software

Here are some of the main points to consider when selecting and RMM solution:

Define How Your MSP Organization Will Use RMM

Defining how your MSP organization will use RMM is critical in selecting the right software. Start by assessing your current and future IT management needs. Consider the size and complexity of the networks you manage, the variety of devices and applications in use, and any specific industry requirements or regulations that must be met. This assessment helps in determining the scale and scope of the RMM solution needed. For example, if you manage IT for healthcare clients, ensuring HIPAA compliance will be a priority.

Monitoring and Management Capabilities

The main appeal of an RMM tool is the strength of its monitoring and management capabilities. 

On the monitoring side, a good RMM tool should provide comprehensive monitoring that covers all aspects of your clients’ IT infrastructure. This includes servers, networks, applications, and even end-user devices. RMM software should provide real-time information about the health of the IT infrastructure, and provide detailed reports and analytics that will help you to understand trends and make informed decisions.

In terms of management capabilities, the RMM software should allow you to perform various tasks remotely. This includes installing updates, performing patches, managing backups, and rebooting systems. A good RMM tool should also provide automation features that will help you to streamline various IT tasks and save time.

Integrations and API Support

The tool you choose should be able to integrate with other software and systems that you’re using. This will allow you to have a unified view of your IT infrastructure and streamline your operations.

Look for an RMM tool that provides support for APIs. This will allow you to customize the tool and integrate it with other software and systems that are specific to your business. API support will also enable you to add new functionalities to the RMM software as your business grows and evolves.

Check whether the RMM software supports integration with popular business tools. This includes project management tools, customer relationship management (CRM) systems, and other IT management tools. Such integrations will allow you to manage all aspects of your business from a single platform.

Customization and White-Labeling

The ability to customize the RMM software to fit your business needs is another important factor to consider. The tool should allow you to set up custom monitoring rules, alerts, and reports. This will enable you to monitor and manage your IT infrastructure in a way that aligns with your business processes and objectives.

In addition to customization, look for an RMM tool that offers white-labeling options. This will allow you to brand the software with your MSP logo, making it appear that you are providing not only an MSP service but also your management software, enhancing the value of your service. 

Ease of Use and User Experience

In terms of user experience, the RMM software should provide a smooth and seamless experience. It should be fast, responsive, and free from bugs and glitches. The software should also provide helpful features such as search and filter options that allow users to find the information they need easily.

Additionally, consider the deployment and setup process of the software. The RMM tool should be easy to deploy and set up, with solid documentation. It should also provide options for customization during the setup process to ensure that it fits well with your business processes and clients’ IT infrastructure.

Reliability and Support

RMM is a mission critical tool for MSPs, and the RMM software provider should provide comprehensive and responsive support. The provider should also offer resources such as guides and tutorials to help you make the most of the tool.

Additionally, consider the provider’s reputation in the market. Look at reviews and testimonials from other users to determine whether the provider is reliable and trustworthy, and to identify possible issues in advance.

Cynet: All-in-One Cybersecurity Management for MSPs

Cynet is a comprehensive cybersecurity platform for service providers. It streamlines cybersecurity by combining multiple critical security functionalities into a single, multitenant platform. This integration enables Cynet to offer endpoint, user, network, and SaaS security features that would typically require multiple products to achieve.

The platform features advanced capabilities such as Next-Generation Antivirus (NGAV), Endpoint Detection and Response (EDR), User Behavior Analytics (UBA), network analytics, deception technology, and Software-as-a-Service (SaaS) Security Posture Management (SSPM). These tools work together to detect and eliminate hidden threats. Cynet’s platform also includes automated incident resolution capabilities. It utilizes customizable playbooks and a range of remediation actions, enabling threats to be automatically resolved without manual intervention.

Additionally, Cynet supports its platform with the CyOps Managed Detection and Response (MDR) team. This team provides 24/7 monitoring of customer environments to quickly address any suspicious activity and respond to inquiries from both service providers and their clients. The multitenant nature of the platform makes it especially suitable for Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs), making it easy to manage services across multiple clients.

Learn more about Cynet for MSPs

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