IT Security Outsourced IT

Remote Monitoring and Management (RMM)

What is RMM?

Remote monitoring and management (RMM) is a type of IT software that managed service providers (MSPs) use to monitor users’ devices, endpoints, and networks. RMM works through a small footprint called an “agent” that an MSP installs on clients’ devices, such as workstations, servers, and mobile devices. The agents share information about the machine health and status to the MSP, allowing the MSP to proactively monitor the machines for issues, and to resolve issues remotely. Once an agent detects a problem, a ticket is created that is sent to the MSP. Once the MSP receives the ticket, they are prompted to take action to resolve the problem. The tickets are classified according to their level of severity, which helps the MSP to prioritize tickets so that the most critical issues are taken care of sooner.

RMM services offer many benefits. One of the biggest benefits is that issues can be detected before they become major problems and may even be detected before users know that anything was wrong. This helps organizations to avoid costly disruptions. Another benefit of RMM is that MSPs can resolve issues remotely, decreasing visits and costs. Clients also save time and resources due to the increased stability and certainty provided by RMMs- paying a fixed monthly rate for continuous service reduces surprise costs due to unexpected problems. Additionally, RMM services can automate many tedious and routine processes which unburdens the in-house IT experts and reduces opportunities for human error. Some of the tasks that RMM can automate include:

  • Running disk checks
  • Running scripts
  • Patch deployment
  • Anti-virus activities
  • Deleting temporary files
  • Deleting internet history
  • Creating system restore points
  • Rebooting devices
  • Shutting down devices
  • Data collection
  • Report generation
  • Customer communications such as customer satisfaction surveys, feedback requests, and newsletters

RMM services do not just lead to savings of cost and time, but they also lead to faster resolutions. The ease and convenience of RMM makes for happy clients, as they are reassured by the responsiveness and level of support they receive from the MSP. Knowing that their systems are being monitored and maintained and that nothing will fall through the cracks brings peace of mind and frees up IT experts to be working on profit-generating activities.