A remote monitoring and management (RMM) platform can be an invaluable asset to MSPs and IT solution providers. It enables them to stay apprised of the inner workings of their customers’ IT systems without having to physically drive to the business and troubleshoot every problem in person. While many IT solution providers understand the basic premise of what RMM can do, here are six additional services that elite MSPs leverage to boost their businesses:
1. Network Security Scanning – Many RMM solutions include a variety of network security capabilities. For example, by performing a remote network scan, RMM can identify unsecured data, which can then be encrypted if it’s determined to be of a sensitive nature. Remote network scans also help MSPs detect phishing websites, bots, and other malware that threaten their customers’ networks. Some RMM solutions even allow MSPs to create personalized website blacklists and to prevent dangerous sites along with productivity-threatening sites (e.g., YouTube, iTunes, dating sites) from loading. Additionally, RMM can scan for known virus scripts and even prevent new viruses (i.e., zero-day threats) by examining specific actions that are commonly used in malware.
2. Task Automation – An RMM solution can provide advanced automation of routine tasks, allowing an MSP to focus on only the most important issues that arise. A good RMM tool will also give the solution provider the flexibility to schedule specific tasks to take place at the same time each day (e.g., performing software updates outside of normal business hours) or to run only after approval is granted from an authorized technician (e.g., specific software updates that must be checked to ensure compatibility before proceeding).
3. Integration – Another advantage of RMM is that it can combine and present several advanced services via a single user interface (UI). This integration capability not only reduces the number of software programs an MSP staff has to master, but it also enables an IT environment to be managed with fewer actions. A good RMM service allows for bulk changes and scheduling from a single UI as well.
4. Advanced Ticketing – Improved and simplified ticketing can help entry-level technicians to address the problems they are qualified to handle more quickly, while assigning more complex challenges to experienced technicians. The streamlined nature of an RMM tool means that automating protective, preventative, and responsive procedures enables an MSP to address issues before they become too complex or overwhelming.
5. Tracking Key Business Metrics – Measuring the reach and impact of services is a significant benefit for MSPs and their clients. Keeping track of the kinds of tickets that come in, where they come in from, and how quickly those issues are addressed can be invaluable.
MSPs can use the data collected by the RMM tool to better plan their workflows and anticipate end-user problems. Being able to reduce uncertainty and plan services also helps improve client relationships and reduce client dissatisfaction and loss.
Tracking performance and other key metrics can be a useful way for an MSP to prove its value to customers too. Having records of cyberattack attempts on a customer’s network, for example, allows an MSP to show how it’s protecting its customers behind the scenes without disrupting the customer’s business.
6. Increased Profitability – RMM can help an IT solution provider manage and track its current practices and forecast potential needs. A good RMM tool will also scale with an MSP’s business and even suggest services that may become necessary down the line. Scalable RMM that features integration, automation, and tracking services enables an MSP to predict problems, streamline services, reduce downtime, and improve overall efficiency, so the MSP can do more than merely survive—it can thrive.
If you’re not tapping into the full potential of your RMM platform, use the six ideas above to drive greater value for your business and create improved stickiness with your customers.
GREG LISSY is the vice president of product management at SolarWinds MSP.
