Selecting a Remote Monitoring and Management (RMM) system is no easy task. Because you want to make sure that the technology and the provider you choose is able to meet your current and future ambitions, there is a lot to consider.
If you can find a vendor that is easy to work with and offers a flexible solution that makes delivering your managed services more efficient – allowing you to focus on your customers and grow your business – then you’re on to a winner!
Here are the top 10 things you should look for in your new RMM system:
The RMM tool should be able to easily discover devices and deploy agents automatically. This will reduce the time it takes you to get the management of these devices up and running.
Why pay for 100 nodes when you only need 70? Your RMM tool should allow you to pay only for the nodes you monitor and manage and the features you need when you need them. A pay-as-you-go model will allow you to buy incrementally as your company scales.
If you already have an existing Professional Services Automation (PSA) tool in place, you’ll want your new RMM system to offer seamless integration with it. The RMM should automatically create a ticket in your Help Desk, Incident Management or PSA tool as soon as a monitoring alert is triggered so you can investigate and resolve before your customer finds out.
Ultimately what you want is something that gives you a quick overview of your customer’s tickets and costs from one centralized location.
Your RMM tool should provide monitoring and maintenance automation. The more you automate the more time you free up for your technicians to focus on more important service calls or higher value projects. If you have a tool that automates the remediation process as well you are more likely to meet your SLAs for common issues.
Better reporting demonstrates better value! Your RMM tool should automatically provide periodic reports for your customers that show the overall health status of their network. It should also allow you to generate custom reports specific to patch management, backup, help desk and others.
Your RMM tool should include a built-in remote access feature that allows you to quickly and seamlessly take control of servers or workstations. Your ability to react to issues in a prompt and efficient manner, or better still before the customer finds out, will be a big plus point for your reputation.
Patch management will allow you to stay on top of those ever increasing system vulnerabilities. It will also reduce the possibility of a device becoming compromised or unstable by automatically patching servers and workstations.
Offering patch management as part of your RMM is another opportunity to increase revenues by selling an additional service as part of your service contract.
The market is shifting towards mobile. With most users demanding some level of mobile connectivity while away from the office – be that corporate devices or BYOD – it makes sense for your new RMM tool to give you the ability to manage mobile devices as well as desktops and servers.
The more you can offer to your customer, the more likely they are to see you as a key IT partner.
Whether as part of your troubleshooting process, your customer’s audit or licensing compliance requirements, having a way to keep track of assets, view asset configuration information, and ensure the managed devices are properly licensed is essential.
Additionally, such a feature gives you the opportunity to identify new assets on the network for you to monitor and manage, thus increasing billings.
To tie everything together, your RMM tool should have a real-time dashboard that gives you a centralized view of the health of your customer’s network. The layout of the dashboard should let you quickly see whether things are operating as expected and draw your attention to those that are not (think of a traffic light system with red, orange and green lights).