Top 4 Features Of An RMM
By Tim Knifton, President, Knifton Enterprises Inc. and ASCII Group Member Since 2015
As more IT companies switch from a break/fix model to MSP model, it’s vital for MSPs to separate themselves from the competition in order to make this transition successfully. Selecting the right Remote Management and Monitoring (RMM) software is key to making that transition. RMMs will increase efficiency, time to fix, and visibility in a computer network, but you need to make sure your RMM tool has the right tools. Here are the top four features you need to have in your RMM software package:
Good Patch Management
RMMs need good patch management. MSPs need to be able to patch and report on Microsoft Operating System/Software updates and third-party software. Many MSPs try out a new RMM solution and find out their current RMMs patch management was not patching certain programs and not reporting on their patching accurately.
“As soon as we removed one RMM and installed a new RMM, our new RMM started downloading a ton of Windows' updates.” – Darrin Piotrowski, President, Rent-A-Nerd, Inc.
Good patch management that works every time for each patch, easy to blacklist a patch, and gives accurate reporting is crucial for RMM tools. It is a bonus to have an RMM that tests patches prior to deployment to ensure the new updates do not crash the operating system or software on the system as new patches due time to time.
Remote Access
Good remote access with easy to use information that allows you to troubleshoot and fix is vital. It is nice to see CPU, processes, memory, and last errors on the system from your main RMM tool. This simplifies troubleshooting, reduces labor, and makes you look good for your clients. Premium RMMs will come with the ability to fix systems without taking over the desktop. They will immediately show the problem with the system and allow you to fix it without requiring the user
Alerting
Alerting is critical for a good RMM. Good alerting will keep you informed of problems that arise on your client’s system prior to them calling you to let you know they are having an issue. We had a client call us stating their server was having an issue. We tried a different RMM tool and got the alert telling us what the issue was to resolve it. We had requested to do the work six months prior, but we now had the proof that the work was needed and a priority. Good alerting will let you know when your client is having an issue before your client can even call you.
Reporting
Reporting is the critical feature most MSPs miss with their clients. Clients do need a health check monthly to let their clients know they are monitoring and give the client control of their network. Most clients feel out of control with their IT. With reporting of health checks, they will feel in control of their network.
Bonus: Ease of Use with Scripting
The biggest fourth issue I hear with RMMs with is the ease of use of scripting. No one wants to run a script remotely from their RMM and fail. MSPs do not get a second chance to deploy software and most MSPS are not equipped for onsite file shares with small client offices. Many do not have the luxury of an onsite server. So RMMs need to be able to remotely deploy software without onsite servers.
In addition to selecting the right features I’d encourage everyone to talk to other MSPs who have already made this transition. There are an increasing number of RMM vendors, so talking to other MSPs will help ensure you select the right vendor, understand any pitfalls so you don’t repeat the mistakes others have made, and have a smooth entry into the MSP market.