The Changing Role of RMM as a Data Aggregator in the MSP Ecosystem

In the constantly evolving world of managed services, few things have remained constant. Tools, strategies, and even client expectations are all in a state of flux. However, one key element has proven indispensable over time: the Remote Monitoring and Management (RMM) platform. Traditionally used by Managed Service Providers (MSPs) to monitor and manage IT infrastructure, RMM tools are now being reimagined as powerful data aggregators. This shift from basic monitoring to data-driven insights is poised to fundamentally change how MSPs operate.

David Weeks, VP of Partner Experience at N‑able, has been a vocal proponent of this transformation, emphasizing the growing importance of RMM platforms as data hubs, and I sat down with him on a recent podcast to a talk about this changing role of the RMM.

Beyond the Horizon, Episode 6: Forward Together: Why Open Ecosystems Drive MSP Growth Listen on your favourite streaming platform: click here Watch on YouTube: click here

Beyond the Horizon, Episode 6: Forward Together: Why Open Ecosystems Drive MSP Growth

• Listen on your favourite streaming platform: click here
• Watch on YouTube: click here

The Role of RMM as a Data Aggregator

According to David, MSPs are already sitting on a «massive amount of data» collected through their RMM tools, but many have yet to realize its full potential. In the past, the primary role of RMM platforms was clear: provide visibility into IT systems, flag issues, and allow MSPs to manage client environments effectively. This foundational capability isn’t going away, but the narrative is shifting toward how RMM platforms can aggregate data to offer even more value.

David describes this shift succinctly: “The RMM will always be there. It’s going to be like the control panel that looks at all of this data and says, ‘What do we do with it?’” This concept of the RMM as a data aggregator is rooted in its ability to collect vast amounts of operational data from multiple client systems. Instead of just reacting to problems, MSPs can proactively harness data to identify trends, spot potential sales opportunities, and drive efficiency.

From Monitoring to Insight-Driven Decision Making

David emphasizes that MSPs should focus on using this aggregated data to gain a deeper understanding of their client base. “You might see, across your 50 customers, that the majority of them utilize X, Y, and Z. Well, that means your prospective customers probably have the exact same need as well,” he explains. By identifying such trends, MSPs can make more informed decisions about which services to prioritize and where to focus their resources.

For example, suppose a majority of clients are facing a similar issue or have adopted the same solution. In that case, this information can guide MSPs to enhance their service offerings or develop targeted sales strategies. This shift allows RMM platforms to become not just operational tools, but also be critical to long-term business planning.

Empowering MSPs Through Choice and Flexibility

In addition to its new role as a data aggregator, the evolution of RMM platforms is tightly connected to the broader concept of open ecosystems. According to David, no single vendor can cover all the needs of an MSP as best in breed, particularly as service providers move into more complex environments. Instead, MSPs are increasingly looking for tools that play well with others—whether that’s integrating with different software solutions or leveraging artificial intelligence (AI) to automate tasks.

As David puts it, “No vendor can be one vendor to everybody. It just doesn’t work that way.” Flexibility is key. By integrating multiple tools within an open ecosystem, MSPs can tailor their tech stack to their specific business needs. This ensures they have the right tools for the job without being locked into a rigid framework. In fact, David sees the RMM as the «orchestrator» of an MSP’s entire toolset, guiding which tools take action based on the data it aggregates.

The Benefits of Bi-Directional Data Flow

One of the most significant advancements in modern RMM platforms is the ability for bi-directional data flow between various systems. This isn’t just about integrating one tool with another. David sees it as an opportunity for a much more fluid, intelligent ecosystem where tools like AI and Robotic Process Automation (RPA) can make decisions based on the data collected by the RMM.

For example, if the RMM detects an issue, it can instruct another tool—such as a ticketing system or security software—to take action, resolve the issue, and report back. If the first solution doesn’t work, the system can escalate to another tool without human intervention. This level of orchestration significantly reduces manual workloads and improves operational efficiency.

Embracing the Future of RMM

As RMM platforms evolve into powerful data aggregators, they’re positioned to deliver even greater value for MSPs by offering data-driven insights that can inform everything from sales strategies to operational efficiencies. This shift in functionality will likely become an essential part of the MSP toolkit, enabling them to stay competitive in an increasingly complex IT environment.

However, David cautions that MSPs should be mindful of the risks associated with limiting themselves to a single vendor’s tool stack. “If you’re stuck in a set of tooling, what are you missing? It’s probable you’re missing something that other tooling would be able to provide,” he notes. An open ecosystem that integrates various best-of-breed tools provides flexibility, reduces risk, and maximizes the potential of an MSP’s operations.

The Bottom Line

RMM platforms are no longer just about monitoring systems—they’re becoming essential data aggregators that help MSPs harness the power of data for smarter decision-making. As David explains, “The more that we work together, the more that we all win.» By embracing open ecosystems and allowing RMM tools to act as orchestrators, MSPs can deliver exceptional value to their clients while driving growth and profitability.

For MSPs looking to stay ahead in an ever-changing landscape, this evolution of RMM platforms into data aggregators is more than just a trend—it’s the future. Want to hear more insights directly from David Weeks? Watch or listen to the full podcast and learn how these changes could transform your MSP operations today.

Beyond the Horizon, Episode 6: Forward Together: Why Open Ecosystems Drive MSP Growth

• Listen on your favourite streaming platform: click here
• Watch on YouTube: click here

Pete Roythorne is Senior Brand Editor at N‑able