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What is Remote Monitoring and Management (RMM)?



A managed service provider’s (MSP) solution stack is critical to the efficacy of their business. Remote monitoring and management (RMM) tools are often high on the list of many MSPs. But, what is RMM?

Defining RMM

Remote monitoring and management software is used by MSPs and other IT professionals to proactively administer and monitor an organization’s IT environments from anywhere. In essence, an RMM tool is a back-office platform, which MSPs use to control their clients’ IT operations without setting foot on-prem. 

RMM software usually leverages agents downloaded onto systems and other endpoints to obtain data and run commands on them, regardless of their location. Many people refer to the role RRM tools fill as remote IT management. 

Functions of RMM

RMM tools have several key functions that make them effective in an MSP’s tooling stack. These include:

  • Obtaining system, server, network, software, and other information
  • Filtering data, creating reports and event logs for analysis
  • Alerting MSPs of potential issues/vulnerabilities that need addressing
  • Monitoring device and network performance
  • Scheduling and performing automated tasks for maintenance/patching
  • Operating across several client organizations simultaneously

Why RMM?

Although they provide a wealth of benefits to an organization, there are three main reasons MSPs choose to leverage RMM solutions.

1. Break the Break-fix Cycle

In the earliest days of managed IT, MSPs and other IT service providers had to physically go to their various client’s offices in order to administer their systems and infrastructure. IT created what was known as the “break-fix cycle.” That is, when something broke, an MSP would fix it, leave, and then come back again when something else broke. 

It was a necessary evil of the time, but the cloud and the prevalence of the internet in modern IT have evolved how MSPs operate. The ability to remotely manage and monitor clientele — instead of going to their offices physically — allows MSPs to cut down on time spent on the road, giving them time to manage more clients.

2. Improve Security

A key function of RMM tools is the ability to identify and track potential security  threats/vulnerabilities before they become full-blown problems. IT service providers can use RMM tooling to push patches remotely to fix latent bugs, as well as guard their client’s endpoints from zero-day vulnerabilities. They can also keep tabs on unauthorized or otherwise strange activity coming from a system so that necessary action can be taken in the case of an insider attacker. 

3. Efficiency, aka Profit

The phrase “time is money” is an especially fitting one for MSPs. With a group of clients that all need on-time IT management, MSPs need their employees to act quickly and effectively. Using an RMM optimizes employee performance, subsequently reducing costs for both MSPs and their clients. 

RMM solutions give MSP organizations more availability since fewer technicians need to be out on truck rolls to client offices. As such, an RMM helps MSPs achieve full, year-round service for their clients.

Additionally, given an RMM’s capabilities, MSPs spend less money on cobbling together multiple solutions and instead use one tool to achieve the same goals. 

Addressing the Rest of the Stack

While RMM is critical to any tooling stack, there are several others which are worth noting. They include: 

  • Finance/quoting / invoicing tools
  • Ticket management suites
  • Support software
  • Learning management solutions (LMS)
  • Identity provider (IdP) / directory service

If you are in need of a directory service that complements the agility of an RMM, then JumpCloud®’s Directory-as-a-Service® might be the cloud directory service option for you and your clients. Schedule a demo or try the product for free for up to ten users forever. 

The JumpCloud Partner Program

The JumpCloud Partner Program is created especially for MSPs and other IT service providers, providing discounts, co-marketing strategies, and tailored support to assist MSPs and their clients with their JumpCloud experience. You can apply to be a JumpCloud Partner for free today.


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