What is RMM?

Published on: September 10th, 2015

Remote monitoring and management (RMM), also known as network management or remote service software, is a type of software designed to help managed IT service providers (MSPs) remotely and proactively monitor client endpoints, networks and computers.

To deploy RMM, a small software footprint often called an “agent” is installed on client workstations, servers, mobile devices, and other endpoints. These agents then feed information about machine health and status back to the MSP. This gives the MSP insight into client networks, provides the ability to keep machines maintained and up-to-date, and proactively stay ahead of issues and resolve them remotely – without the need to go out to a client’s office.

When one of these agents detects a problem on the machine it’s monitoring, an alert (or “ticket”) is created and sent to the MSP, prompting them to take whatever action is needed to resolve the problem. These tickets are often classified based on severity, problem type, etc., helping the MSP prioritize and identify critical vs. non-critical issues. In best case scenarios, MSPs are able to identify and solve issues before the client even realizes there’s a problem.

RMM technology gives IT service providers the ability to manage more clients than traditional break/fix IT providers, and to do so more efficiently. Through RMM, technicians can remotely install software and updates, administer patches, and more – and this can often all be done from a single, unified dashboard. Technicians can administer tasks simultaneously to many computers at once, and no longer have to travel from office to office to handle routine maintenance.

Main functions of RMM software:

• Gather information about client software, hardware and networks
• Supply the MSP with activity reports and data
• Create appropriate alerts and tickets when problems arise
• Track network and device health
• Monitor multiple endpoints and clients simultaneously
• Automate scheduled maintenance tasks
• Extra Computer security, includes anti virus, malware, anti spam, etc…