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The MSP Remote Monitoring and Management Guide

Let’s face it, the break/fix model of IT support has been dead for a while. In a perfect world, keeping your organisation’s IT systems running smoothly should be easy. Perhaps as simple as a managed service provider (MSP) being able to log into a console from anywhere to provide proactive support. Luckily, that is exactly what remote monitoring and management (RMM) can do. Over the next few paragraphs, we will discuss what MSP remote monitoring and management is and how it benefits your business.

What is MSP remote monitoring and management (RMM)?

MSP remote monitoring and management (RMM) allows a managed service provider to address issues with your IT infrastructure without travelling to your physical location.

Otherwise referred to as network management, remote monitoring software or remote IT management, RMM is an essential part of an MSP’s service offering. The pre-installed tools help MSPs to proactively monitor your infrastructure from anywhere.

Because they are designed to do the same job, most RMM solutions have similar features (albeit with different strengths and weaknesses). They are all designed to make it easier for MSPs to continuously identify and fix problems in your IT systems.

This can often be done before you realise there’s an issue. That’s why RMM can play a key role in reducing both disruptions and downtime.

How RMM eases your relationship with MSPs

A good MSP’s RMM platform will tend to be cloud-based and simple to deploy via easy-discovery or push-installation. That way, the apps required to monitor your system can be installed remotely. No waiting for a technician to come in to do the work by hand.

A good RMM makes it simple to connect to a remote server system in order to provide the right support. A remote desktop connection allows your MSP to take direct action instead of having to talk you through step-by-step instructions over the phone.

And it is usually able to integrate with the MSP’s professional services automation (PSA) tool. By making it easier to build workflows that incorporate automation, PSA allows MSPs to set up a whole range of features. This includes the automatic issuing of support tickets in the MSP’s help desk. It can also allow for automated email notifications and the ability to automate incident resolution.

Through software that monitors network and bandwidth performance, the MSP can remotely track, alert and report on issues in real time. This keeps your system running at optimum efficiency by allowing technicians to proactively solve issues with minimum fuss. Tasks could include anything from patch management to ransomware detection, while the network monitoring software keeps track of everything.

The key benefits of an MSP with RMM

Proactive issue management

Imagine never having to make changes to your systems again. With an MSP continually monitoring and managing issues before they become disruptive, you get to focus on what you’re good at.

More responsive service

Through automated services and the ability to provide support from anywhere, your MSP can use RMM to respond faster and more effectively. With no need for a technician to turn up and fiddle with your system by hand, you get problems sorted in double time.

Better productivity

Less server downtime. Fewer disruptions to your working day. RMM shifts responsibility for your systems away from both your people and your location. So your workers can spend more time on the things that add real value to your company.

Monitor for yourself

You might not want to touch your IT infrastructure, but that doesn’t mean you don’t care what’s happening to it. Your MSP can give you access to the monitoring data that they have access to. This lets you check the status of your own systems for that extra feeling of security.

Easier to scale

Growing your business is easier when you’re confident that your systems will be able to cope. And it’s easier still when you don’t have to worry about managing them yourself. With an MSP in your corner delivering remote monitoring and management, you can start planning further ahead.

In conclusion

From remote administration to data collection and monitoring, RMM provides an essential service that allows your MSP to help you keep things running smoothly.

It incorporates the latest automation technology, more transparent reporting and the ability to simplify tasks. And because everything is done off-site, it makes optimising your business as invisible as it is effective.

To learn more about how MSPs can support your business, feel free to get in touch.