The success of MSPs has traditionally depended on MSP-specific solutions like RMMs, PSAs, and other automation platforms. Managed services SLAs become complicated without the capacity to see and control your customers' environments, thus reducing your service margin.
Despite their low prices, none of these tools could be described as user-friendly, leading one to wonder if they are worth the money. Many MSPs have given up due to the complexity introduced by the sheer amount of power available, the extent to which customizations may be made, and the requirement to coordinate automated processes with varying degrees of contracts and service level agreements. Or they spend weeks setting up their tools the first time but don't have a routine in place to go back and improve things.
One of the bases of managed services is the reliable RMM, so it's important to modify the installation to your specific needs as a business and then fine-tune the configuration as your managed service provider develops.
Having enough engineering capacity on your team to really extract the power and value from your RMM rather than just getting by becomes a challenge.
RMM Admin Management vs Outsourcing
Many MSPs are reluctant to use an RMM tool to its full potential because doing so would require allocating valuable technical resources. However, this requires not only choosing an engineer who is competent in all the necessary areas, but also one who has the proper blend of skills to produce the greatest results.
Consider having a third party handle your RMM administration instead of splitting the responsibility between engineers who could be doing more profitable work. In addition to freeing up internal resources, hiring an external RMM Experts grants you access to their extensive library of best practises gained from their expertise working with many vendors and visibility into varied MSP partner setups.
A RMM admin can assist your team in making use of automation tasks that you hadn't considered before but that have proven effective for a larger MSP partner. Adjusting the settings of your RMM to perfection often involve the use of custom scripting to get the full potential of your tool, which could prove challenging for in-house engineers who aren't used to the new environment.
Patch maintenance and reporting are integral parts of an MSP's service to its customers and can benefit from the expertise of an outsourced RMM administrator. When done by hand, these tasks can take a long time, and when automated, they can get lost in the mix up if the correct settings aren't in place.
Setting your RMM to perfection will also allow your team to only focus on critical and genuine environment warnings or alerts. Modern technologies are versatile and may generate any number alerts and if left unchecked, these alerts might cause more harm than benefit. When alerts are not setup according to the client, the alerts become noise, increasing the possibilities that critical alerts may get missed. In the same vein, an outsourced RMM expert may help your team develop notification criteria that are tailored to your specific MSP.
RMM administrator can also smooth third-party plugins integrations with your tools to get additional functionality, Customised Monitoring, and setup auto-fixes so issues get resolved on their own before getting in notice, fully customised reporting that provides value to customers, and policies that can support partner agreements and SLAs.
Be ready to collaborate with your RMM admin expert.
Your team must be involved in the process for success, even though your outsourced RMM admin will bring the expertise. In order for the RMM admin to completely get what the tool needs to be configured to support, you must take the time to explain how your team works—including processes, SLAs, documentation, clients, and other factors. Before the tool is properly configured to your individual demands and operating at the optimal level, allow at least 3 weeks to 1 month.
The majority of RMM vendors have recommended standard installations to MSPs, however RMM admin specialists may take that baseline and significantly boost performance using custom scripting and additional layers of automation. Don't lose the chance to advance your RMM tool, you must also be willing to take advice.
The value you provide to your MSPs will be directly impacted if tasks like patching or backups slip through the cracks of your RMM solution as you are an MSP that guarantees responsiveness, zero downtime, and high compliance assistance. Your MSP may become proactive with the help of a well-tuned RMM, which ultimately frees up resources for important and critical projects.
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