Remote monitoring and management (RMM) is an endpoint and network monitoring application software that allows managed service providers (MSPs) to monitor and manage endpoints, computers, mobile devices, and networks remotely from a centralized console.
An RMM program is deployed through an "agent" (a small software footprint), which is installed on client systems, workstations, servers, mobile devices etc.
It's these agents that send back to the MSPs information about client machines; the information includes machine status, machine health etc. Thus the MSPs, by deploying RMM tools, gather insight into client networks. They are thus able to monitor machines remotely, maintain them and keep them up-to-date and even get the machines to stay ahead of issues and resolve them remotely.
An alert (often referred to as a 'ticket') is created when one of the agents deployed on a machine/network detects a problem. This ticket is sent to the MSP. The MSP then takes the necessary action to get the issue resolved. Tickets are classified on the basis of the type of the issues and their severity; this kind of clarification helps MSPs identify issues as critical or non-critical.
With the emergence of computers in 1950s, network management tools took its place in the digital platform getting integrated with the Simple Network Management Protocol (SNMP). This ensured a break-fix model to trouble shoot the issue through on-site servicing. As an enhancement, experts framed processes to go on-site for a maintenance check of the IT devices running on the client's network. However, this was a tedious task to move on.
The pilot version of managed IT solution tools came into inception with SNMP to send information to the IT technician. However the system found it complex to manage networks from giant companies. In 2005, with an advancement in technology, companies managed to exploit the managed services which were accessed by the Fortune 500 companies. Thus RMM technology evolved to support managed services so as to assist expert staff to exploit MSP to service the businesses – be it small or medium in the market.
The RMM refers to the monitoring software that identifies and reports problems to the service providers, allowing experts (RMM experts) to fix such identified issues. It involves in active maintenance updating the OS, antivirus definitions, de-fragmenting hard disks and more. The RMM software is a handy and an efficient tool for system administrator.
Fast setup & deployment
Quickly import users, devices and endpoints via full LDAP and Active Directory integration.
Essential solutions are managed through one interface allowing you to view, manage and understand customer requirements like never before.
Save time & money
Automate your daily tasks and standardize existing processes to increase efficiency, improve quality-of-service and deepen customer relationships.
Chat with customers in real-time and remotely apply fixes without ever leaving the console.
Built-in wizards let you create reusable processes to solve even the most complex customer issues.
Reports & Logs
Quickly generate extensive reports on discovered threats, device and endpoint events, user activity, push statistics and more.
Latest OS Support
Provide service to customers running even the latest OS builds and releases.
Exclusive access to product forums and the MSP Consortium give you an active voice in the C1 roadmap.
C1 tightly integrated RMM, Service Desk and Patch Management solutions are made available at no charge to all MSPs.
The RMM technology sees a much higher and potential advancement by providing maintenance without taking control over PCs at remote; Program Manager, Service Manager and Task Manager, run scripts, uninstall applications, install patches and more.
During the process of RMM installation, an impression called agent is installed on the users' workstations, mobile devices, servers and other endpoints. The agent stands a liaison and communicates about the complete status and health of the device to the MSP. The agent also helps the MSP to get a clear acumen on the device status and gives a heads-up, if there exists any issues and resolves them from remote. An automated ticket is created, when the agent identifies any issue in the machine. The ticket is categorised based on the type and the severity of the issue. This stands a criterion for the MSP to decide and priorities critical issues and works on it to fix it in the first place.
The RMM experts are good to install software, manage security patch fixes, update software and much alike through remote access.