Remote monitoring and management (RMM) is the technology that enables IT professionals to support devices and their users effectively without physically traveling to a site to access the device. In short, it's what makes the work of modern IT teams possible. Truly understanding what RMM is capable of can help unlock efficiencies, enable more proactive management strategies, and improve system performance and service delivery.
RMM may just be the most critical addition to your IT tech stack. Read on to find out why RMM is the next evolution of IT software and learn the ins and outs of this powerful technology.
Key takeaways
- RMM enables IT service providers to monitor remote client endpoints, networks, and other devices from a unified platform, providing insight into network health and enabling more proactive IT management.
- RMM leverages automation and intelligent alerts to help streamline IT workflows, increase productivity, and improve service delivery.
- Endpoint management, patch management, IT asset discovery, and remote monitoring are some of the key features to look for in a remote monitoring and management solution.
- Modern RMM platforms have the ability to leverage technologies like generative AI and robotic process automation (RPA) to automate common, time-consuming tasks, such as scripting.
- A comprehensive RMM platform should seamlessly integrate with other IT business management tools, like professional services automation (PSA) and remote access solutions.
RMM definition: what is remote monitoring and management?
RMM helps IT teams remotely and proactively monitor end user devices and network devices on a network. Occasionally, you’ll hear RMM referred to by other names like remote IT management, endpoint management, or network management.
A lightweight software service, often called an “agent,” is installed on end user devices to make remote monitoring and management technology possible. These agents act as a bridge from the device to the remote management console and feed information about machine health and status back to your team.
RMM’s capabilities are invaluable to MSPs and IT professionals. By using this agent, IT techs gain insight into client networks, stay up-to-date on machine maintenance and patching, and proactively stay ahead of system failures or asset malfunctions.
Additionally, IT teams can resolve these issues remotely—without the need to go to a client’s office. When one of these agents detects a problem on the machine it’s monitoring, an alert is generated, which based on settings can become a ticket. That ticket is then sent to the PSA system where a technician can prompt them to take whatever action is necessary to resolve the problem and close the ticket.
These tickets are often classified based on severity, impact, problem type, etc., which can help teams prioritize and identify critical vs. non-critical issues. In an ideal scenario, IT techs can identify and solve issues before the client even realizes there’s a problem.
RMM technology also enables IT service providers to manage more clients than traditional break/fix IT providers and do so more efficiently. Through remote monitoring and management, technicians can remotely install software updates and troubleshoot software or firmware issues before they get out of hand.
All these tasks can often be done from a single, unified solution. Technicians can run scripts simultaneously or on a schedule and even monitor patching compliance across many computers from one screen. Gone are the days of traveling from office to office or desk to desk to handle routine maintenance.
Main functions of RMM
Here is a more detailed look at the daily IT tasks RMM can help you to accomplish for your clients:
- Gather information about client software, hardware, and networks
- Supply IT teams with activity reports and critical system health data
- Create appropriate alerts and tickets when problems arise
- Track network and device health
- Monitor multiple endpoints and clients simultaneously
- Automate scheduled maintenance tasks, like scripting and patching
- Gather cybersecurity risk intelligence
Leveraging RMM to handle these routine tasks frees IT techs up to focus on more strategic, business-critical tasks. IT can also provide clients with better service by keeping a vigilant eye on system metrics via an RMM dashboard. Teams can use this newfound freedom to focus on higher-level services like the maturity and expansion of business infrastructure.
AI has been influential in taking these capabilities even further. Today, IT teams can use AI to quickly generate scripts to solve problems and aggregate system data to understand their attack surface and mitigate vulnerabilities to improve their cybersecurity posture.
History of RMM
Computers were developed in the 1950s, but it wasn’t until the early 1990s that the first standard network management tools were broadly adopted in conjunction with the first Simple Network Management Protocol (SNMP). Until this point, on-site servicing required clients to call their IT technician to physically go to the server or computer to troubleshoot the problem after it happened.
As this process evolved, support technicians developed procedures to proactively visit clients’ on-site environments to check the health and status of IT equipment running on the network. They usually used elaborate checklists to record information about machine and disk usage. Unfortunately, this still did not give IT the complete picture of the ongoing health and status of the network.
The first managed IT solution tools used with SNMP could feed information back to the IT technician. These complex systems were difficult to manage and could only be afforded by huge companies with huge networks.
Many MSPs and IT professionals sunk small fortunes into developing their own service delivery platforms with their own infrastructure and network operations center (NOC). Venturing into managed IT services was cost-prohibitive for both small businesses and IT technicians.
In 2005, systems began to mature, allowing smaller companies to use the same managed services that Fortune 500 companies could access. At this point, the modern-day managed services movement and RMM as we know it began to take shape.
Fast-forward to 2020, where the COVID-19 pandemic accelerated the adoption and normalization of the remote workforce. By 2022, roughly 60% of U.S. workers who were able to complete their duties remotely were working from home, and by 2030, the number of digital remote jobs is expected to rise by another 25%. This shift toward remote work, combined with an increase in sophisticated cybersecurity threats, made investing in comprehensive remote IT support and solutions a “need to have” for many organizations looking to protect their devices and operations remotely.
Challenges with break-fix and how RMM addresses them
Before the innovation of RMM solutions, MSPs relied on the break-fix model to make their living. While we can’t knock it too much since it laid the groundwork for the modern IT service industry and still supports many IT businesses today, technicians have historically faced some uphill challenges with this model:
- Inconsistent workflow for the IT provider made staffing and maintenance scheduling a challenge – IT demands are episodic, yet labor costs are fixed
- Inconsistent and unreliable income for MSPs with no recurring revenue model
- Clients can become unhappy after experiencing multiple problems
- IT service providers need more clients to keep busy and reach financial goals
- When problems occur, clients can lose their trust in their IT systems and provider
- Clients may defer updates or maintenance to avoid associated costs
- Minor issues that go unchecked can grow into bigger problems
- Systems can become outdated without regular updates and upgrades – making them more susceptible to breaches and other disastrous events
In the early stages of the IT industry, organizations may have been able to skate by and ignore some of these flaws in their system. But, as computers and networks grew more complex, IT challenges did as well.
Along with this fact, society at large entered into an information economy. As data management and cybersecurity became pivotal to almost all businesses, it’s easy to see why the IT industry was ripe for a new service method.
RMM solutions solve many of the traditional “break-fix” problems through proactive maintenance. Features like 24/7 device remote monitoring, automation of troubleshooting tasks through scripting, and process automation via RPA software allow IT techs to customize their managed service solution. This allows for faster response times and proactive troubleshooting of many common system flaws. IT teams can also prioritize updates to ensure system hardware, software, and firmware never get too far out of date.
RMM benefits
There are many benefits that IT teams and clients can expect when transitioning from a break-fix model and just-in-time access to continuous monitoring and proactive maintenance made possible by the transition to using an RMM solution. Here is just a small list of the benefits of RMM both parties can expect:
- Advanced, around the clock monitoring and automation ensure fast identification and remediation.
- Proactive maintenance achieves optimal network stability and detects issues before they become major problems, helping to avoid system failures.
- End-users enjoy increased uptime with less disruptive remote troubleshooting and maintenance windows.
- Automation capabilities reduce the risk of human error, while freeing up time and resources for techs to focus on more strategic projects.
- The life of devices can be extended with improved performance and scheduled maintenance.
- Issues are often resolved before clients experience them in their environment, but efforts and successes can still be tracked for reporting purposes.
- IT teams can scale, expand their client base, and provide true 24/7 coverage, regardless of their location.
Ultimately, reducing system problems increases IT’s profit margins. RMM software allows IT to get the most out of their resources, with the added benefit of unlimited scalability. For a better idea of the impact an RMM solution can have on your business, use our RMM ROI calculator to estimate your potential cost savings.
RMM service options
Another great benefit of RMM is its flexible pricing model. Many clients may cringe at the thought of managed IT services – thinking they have to spend a fortune as soon as they hear the words server, network, cybersecurity, or managed IT.
IT teams have several flexible options for delivering RMM services. Today, most technicians price RMM services using a monthly recurring revenue model. The total cost is usually based on the number of devices and services included, or end-users supported, with tiered packages priced at graduated levels.
A la carte pricing for additional services allows customers to choose specific offerings that work best for them. For instance, on-site customer support may be offered as an add-on.
IT professionals must also determine whether to employ a “per-device” or “per-user” pricing structure. This structure charges clients a fixed price for managed services based on either the number of devices or the number of users in a given environment. Both approaches have their respective pros and cons, and best-case scenarios often vary by the vertical the IT provider specializes in, with the end-user approach becoming more common in recent years.
Modern managed IT services continue to shape the technology side of today’s SMB market. SMBs increasingly need IT to keep the wheels turning and compete with larger organizations. To ensure long-term growth potential and scaling opportunities, IT techs should consider the following:
- Partnering with a provider who offers centralized leadership, supporting their business with training, education, and expertise
- Choosing a platform that supports diverse environments, including fully virtualized and hybrid cloud infrastructures
- Leveraging remote monitoring management and connected tools via a single interface to streamline daily operations and eliminate the headache of managing multiple disjointed solutions
- Automating what RMM is handling, such as smart patch management and remediation script deployment, so that you can focus on core operations and business growth
- Finding a solution backed by a network operations center (NOC) usually through a partner with a strong technical staff and infrastructure in place. This allows teams to redirect talented technicians toward the most important projects
MSPs and IT professionals who implement these recommended tips and tricks will start to see tremendous growth in their businesses. They’ll be able to offer the best IT service management products and services and leverage the true power of RMM to scale their business effectively.
The future of RMM
RMM has revolutionized IT service delivery across many industries. SMBs have access to IT services that system administrators would have only dreamed of decades ago. And, as amazing as it’s been, the future of RMM is only looking brighter.
Here are a few statistics that give you a good idea of the future trajectory of the IT industry at large. With these changes, it’s essential that IT teams invest in areas like RMM to best serve these new potential clients:
- 67% of employees are working remotely at least part-time, showcasing a growing need for remote IT services.
With so many businesses already reaping the benefits of remote IT teams and society becoming more dependent on technology by the day, things are looking up for the remote monitoring and management of IT infrastructure and the IT teams mastering them.
Finding effective RMM solutions
In short, IT infrastructure is evolving, and teams need an RMM solution with essential and advanced capabilities to keep up. Key areas to focus on when purchasing a cutting-edge RMM platform include:
- Proactive monitoring and deep customization for ticket generation
- Seamless remote access to devices
- Strong integrations with PSA, endpoint protection, and other essential tools
- Advanced scripting capabilities and robotic process automation
- Expanded device and environment visibility through unified dashboards to track mission-critical system elements
To learn more about how RMM can help unify your IT operations, download our eBook, The RMM Buyer's Guide for MSPs. If you’re ready to see RMM in action, watch an on-demand demo of our award-winning ConnectWise RMM today.
