RMM = Remote Monitoring and Management
The RMM software agent runs on desktops, laptops, and servers. While it’s running in the background and invisibly, it collects generic information about your hardware, software, network, updates/patches, security concerns, and user accounts. No confidential data is observed in the process.
Here are the must-haves for any RMM according to the long-standing PSA and RMM vendor, ConnectWise:
- Automate any IT process or task
- Work on multiple machines at once
- Solve issues without interrupting clients
- Integrate smoothly into a professional services automation (PSA) tool
- Manage everything from one control center
Some clients have concerns about possible tech scams, which are valid. There have been too many unsolicited calls from people claiming to represent “Microsoft”, but instead plant malware into your computer and then charge to have them take it out. It’s a big scam and it still happens today.
One key component of the Remote Monitoring and Management solution is remote control software. With a single click, a technician can sit with you virtually to visually examine your problem situation. Other key functions include automated tasks (such as running disk utilities), automatic patching with only approved Microsoft updates, and general network health reporting about your devices and their connectivity.
When the RMM is integrated with a Professional Services and Automation (PSA) tool such as Solarwinds MSP also provides, these tools can powerful insight and capabilities for your IT support team. Sending an email to [email protected] creates a new ticket request to be approved by Resolute IT Support in its ticketing system.
In short, where we’ve been putting out fires as needed (break/fix), we can now be more proactive and take measures to prevent problems that would otherwise be likely for the future (managed services). The RMM agent and its integration with the PSA management module enable us to look at new billing methods that mean a win/win scenario for provider/client.