The usage of RMM (Remote Monitoring and Management) technologies, which are back-office platforms that MSPs use to manage their clients' IT operations without having to physically visit the client's premises, enables MSPs to proactively administer and monitor IT systems from anywhere. You won't want to join up for just any RMM tool because one crucial role of RMM tools is to identify and track possible dangers before they turn into problems.
While price is undoubtedly a consideration, you should also keep in mind that you need a reliable RMM tool to make sure that your MSP is offering the right kind of proactive, preventative monitoring and maintenance service. How can you be certain that the RMM tool you select is the best fit for your MSP? One that meets your needs, goes above and above what you expected, and your staff feels at ease using? Start by posing the following 11 queries.
What PSAs may the RMM be integrated with, first? What about the antivirus integration and backup solution?
In order to survive in the cutthroat business environment of today, the majority of MSPs require considerable remote monitoring (through RMM) and management resources (via a professional services automation tool [PSA]). To increase automation and boost efficiency, it's preferable to combine these procedures whenever it's practical to do so.
Ask what PSA it integrates with before selecting or moving to a new RMM tool. You may lessen complexity with streamlined procedures, get rid of redundancy, and use automation with proactive ticket management with an RMM-PSA platform that integrates easily.
It's also crucial to inquire about the RMM tool's connection with backup and security solutions given the development of remote work and the constant threat of cyberattacks. Secure file sharing, data loss protection, and data recovery are necessary for protecting the digital assets and data of your clients. Find out if you can automatically install antivirus on all of your endpoints using the programme. Another thing to look into is what antivirus and other security programmes are fully integrated with the RMM tool.
What reporting features does the RMM offer?
Transparency is crucial when managing the IT environments of your clients. Effective MSPs require from their RMM admin strong, comprehensive reporting features to assist them understand patterns and look for problems in client setups. Gaining the visibility you need to stay informed always helps, from seeing trends in system performance results to bandwidth monitoring. Additionally, reporting helps justify the proactive measures your team takes that clients are never made aware of because every MSP has heard the words from clients, "Everything is functioning well, why do I need you?"
These reports should ideally be accessible in a variety of report formats (PDF, Excel, or Word) and present important metrics and supporting actions in a simple-to-understand manner. They ought to have some degree of adaptability. These reports may cover device inventory, antivirus defence, backup integrity, user audits, hardware and software reviews, and patching, depending on the specific requirements of your MSP.
When discussing security, enquire once more.
When choosing a solution that grants access to their clients' environments, MSPs have a lot on the line. As a result, security-related inquiries are now "Must-Asks." The RMM you choose should address security on all fronts, and you should critically evaluate it. The RMM you choose should allow you to view the security solutions implemented in each infrastructure and on each device, as well as the status of device protection. Ideally, you should be able to programme your antivirus software to run on connected devices at specific times, automating endpoint security. You need to be in charge of the scan schedules, options, and exclusions.
The degree of customization.
To start, it ought to let you drop your logo on everything, including applets, reports, and automatic emails. Beyond that, the programme should include a variety of configuration options, such as mass agent deployments and automatic routing (which routes queries to the appropriate technician automatically) (with customizable settings to help onboard customers faster). Ask about app marketplaces as well, which enable you to supplement the core "model" of that RMM system with special add-ons and plug-ins.
How long must a contract be in order? Is your licencing strategy adaptable?
Small MSPs are unlikely to have legal staff or a contract attorney on staff. Be sure to read the contract carefully before you sign it, and consider spending money to have a lawyer examine it. Make sure you understand where protection and obligations began and ended because you are entrusting this tool with both your data and the data of your clients.
You could choose to choose a web-based RMM that can be contractually renewed each month depending on your business strategy. Even if you are enrolling in application-based RMM (which renews annually), resist the urge to quickly scan the contract before signing it. Take your time and look for important factors that will have a significant impact on how satisfied you are with the service provider over the long term. Make sure you select an RMM platform that delivers the flexibility your MSP requires because not all RMM platforms are designed with equal licensing models.
Is the software model cloud-based, on-premises, or hybrid?
MSPs are constantly debating whether on-premises RMM or the cloud is more secure. In an ideal scenario, both ought to be safe. Who is administering and customising it makes a big difference. The ultimate goal is to have a single dashboard for all management and monitoring. Since almost all RMMs use agents to track anything from PCs to smartphones, the decision between cloud and on-premises versions becomes individualised for each MSP. However, one recommendation is to make sure you are completely aware of any potential performance distinctions between on-prem and the cloud. Beyond that, your decision should be based on what you and your staff find most appealing, particularly if picking one over the other results in little to no change in service levels.
What automation-related skills do you have?
The RMM you select or move to frequently depends on which one automates your support and monitoring services the best, whether they are basic activities or complicated operations. You should be able to automate the patch scheduling and approval process to make deployment and compliance simpler. Additionally, the RMM ought to let you watch from any location while automatically identifying network gadgets and sending agents to your endpoints.
Through your RMM, you ought to be able to automate time entries and simplify desktop-server management. Your team will be able to manage several devices, carry out preventative maintenance, and even provide end users with self-service choices. You should be able to automatically run direct SQL, update custom data fields, create random passwords, and email scheduled reports in addition to automating endpoints.
Which remote control is already a part of the tool? Does it fit the surroundings of my client?
Any endpoint in your managed networks should be simple to access thanks to the remote control features of an RMM solution. You can remotely upload data, including scripts, to users' computers, open the system controls in the background to identify network/system problems, and evaluate or terminate operations by making sure the RMM complies with your clients' environments. Other objectives that should be accomplished using remote control include user administration, session recordings for quality assurance, troubleshooting, and examining old chat transcripts.
What is the appearance of patch management? What Patch Management features will I have if I use your software? Do you manage third parties?
If you manage enough workstations and servers, keeping constant monitoring without adequate patch management can rapidly become complex. Choose an RMM that has patch management so you can have comprehensive, centralised control. The software should ideally offer full patch management through a single, user-friendly console. In addition to having auto-accept patches for certain programmes depending on severity, you should be able to manually approve patches in groups spanning sites, networks, servers, and workstations.
An excellent RMM should assist you with scheduling (setting patching windows) and reporting through its patch management services (knowing patch statuses with clear reports). Additionally, it ought to assist you in supporting operating system updates and updates for numerous third-party software programmes (Adobe suits, Java, and web browsers).
Does your RMM have the ability to control mobile devices?
RMM today must take into account mobile devices and mobile workers. So that you may work more productively with your preferred devices, the RMM administrator you selected must ensure multiple device management.
Your RMM ought to be scalable, simple to set up, and simple to manage from the perspective of mobile device management. Your RMM should maintain track of the devices registered to specific people and the accompanying handset information using the device management capability. Ideally, you should be able to remotely set up Wi-Fi and email access on several devices (iOS, Android, and Windows mobiles and tablets).
Does your RMM provide responsive support? What kind of instruction is offered if the tool requires a lot of understanding?
These are two crucial inquiries to make for the simple reason that some RMM systems may have very sophisticated features that add a great deal of complication. In addition to having helpdesk representatives on call around-the-clock, assistance can also be delivered virtually through user guides, updated release notes, and product videos.
Training should also be a part of after-sales assistance (paid or at no cost). Since the RMM tool is updated frequently, it is ideal for your staff to receive ongoing training rather than a single, one-time session.
Because every MSP may have different procedures and requirements, choosing any MSP product might be a difficult, individual decision. However, in general, the RMM you choose should enable automation, insight, control, and reporting that aid in maintaining the security, stability, and operability of your clients' environments.
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