12 Things to Look for When Choosing an RMM Platform
By Pete Roythorne
As organizations become increasingly reliant on remote solutions, the choice of a robust remote monitoring and management (RMM) platform becomes paramount for MSPs. But it’s not that simple. With so many options on the market and the whole IT landscape changing rapidly. What should you be looking for when it comes to selecting and RMM. Here are 12 things you should be considering.
1. Comprehensive Monitoring and Management Capabilities
The centrepiece of an effective RMM platform is its ability to provide comprehensive monitoring and management capabilities. MSPs should look for platforms that offer real-time visibility into network infrastructure, servers, endpoints, applications, and devices. A platform that can proactively identify and resolve issues before they impact business operations is essential. The RMM should enable remote troubleshooting, patch management, software deployment, and configuration changes to ensure smooth functioning of the client’s IT environment.
2. Security and Compliance
Security is a non-negotiable aspect of modern business. MSPs must prioritize platforms that adhere to the highest security standards and offer features like encryption, multi-factor authentication, and role-based access control. In addition, the platform should assist MSPs in maintaining regulatory compliance by providing tools for auditing, reporting, and tracking changes to sensitive systems and data.
3. Scalability
As your MSP business onboards new clients and your IT environments evolve, scalability becomes critical. Your RMM should be capable of handling a growing number of endpoints and devices without compromising performance. It should also allow MSPs to efficiently manage and monitor diverse environments through a single interface. As a caveat here you can’t always predict how your business is going to grow, and while you might at first select an RMM that you think is perfect for the business; there may come a time when you outgrow your RMM. Knowing when your RMM is no longer up to the job is important and something you need to spot and act on as quickly as possible.
4. Remote Access and Support
Timely support is a hallmark of a reliable MSP. Your RMM platform should enable secure remote access to client systems, allowing technicians to troubleshoot, diagnose, and resolve issues without physical presence. The platform should facilitate chat, video conferencing, and screen-sharing capabilities to enhance remote support quality.
5. Automation and Workflow Automation
Efficiency is key for MSPs to manage multiple clients simultaneously. Look for an RMM platform that offers automation features to streamline routine tasks. Automation can assist in task scheduling, ticket creation, and response, ultimately freeing up technicians’ time to focus on strategic projects and critical issues.
6. Integrations and API Support
In today’s complex IT landscape, systems are often interconnected. Your RMM should support integrations with various tools and technologies commonly used by MSPs, such as professional service automation (PSA) and remote monitoring and management (RMM) tools. An open API allows customization and integration of the platform into existing workflows, enabling better efficiency and data flow. A good integrated backup is essential!
7. Ease of Use and User Experience
An intuitive and user-friendly interface can significantly impact an MSP’s productivity and efficiency. An RMM platform that is easy to navigate and doesn’t require extensive training for technicians to master is invaluable. A positive user experience leads to quicker adoption and better utilization of platform features.
8. Reporting and Analytics
Data-driven decision-making is essential for not only optimizing your own operations, but also for demonstrating value to your clients. Choose an RMM that offers robust reporting and analytics capabilities that provide insights into system health, performance trends, and issue resolution metrics. These reports can be valuable for both internal improvement efforts and client communication.
9. Customization and White-Labeling
Every MSP has unique processes and branding. Look for a platform that offers customization options to tailor the user interface, reports, and communication to align with your brand identity. White-labeling features enable you to present the platform as an extension of your own services, enhancing your professionalism in the eyes of your clients.
10. Reliability and Support
An RMM that suffers from frequent downtime or lacks reliable support can hamper an MSP’s ability to deliver consistent services to clients. Seek platforms with a reputation for high uptime and responsive customer support. It’s beneficial to research user reviews and case studies to gauge the platform’s reliability and the quality of support provided.
11. Innovation is Crucial
The world of IT is changing at breakneck speed; whether it in terms of threats or technology businesses are using. When you’re choosing your RMM look closely at the vendor’s roadmap. Are they investing in their product in the right areas? Are they reflecting what is going on in the industry? You need a platform that is going to grow and change with the times.
12. Helping you grow
You should also consider how invested the vendor is in your future. A product may look great, but if there’s no follow up, support, and partnership you may find you struggle down the line. Working with a vendor that is invested in helping you grow your business because they know that if you grow, they grow is essential.
Conclusion
Choosing the right RMM platform is a strategic decision that directly impacts an MSP’s ability to deliver exceptional services and remain competitive in a rapidly evolving market. By considering the above factors, MSPs can select a platform that aligns with their operational needs and positions them for long-term success. In this digital age, where remote solutions are the norm, a robust remote management platform isn’t just a tool—it’s a cornerstone for MSPs to build their businesses upon.
If you’re looking to change your existing platform, here’s what you need to be looking for.
N‑able: A Winning Platform
As of August 2023, N‑able has been recognized as a market leader in the CRN ARC Awards for its two flagship RMM platforms for the third consecutive year. Designed for growing MSPs and IT departments, N‑able N‑sight™ RMM combines RMM, Take Control, and MSP Manager to provide a complete, end-to-end solution to help businesses get up and running quickly and scale efficiently. N‑central® is designed to help more advanced MSPs and IT departments grow rapidly, allowing for standardization and orchestration at scale that provides customization, automation, deeper monitoring, smarter patching, and integration to help manage and secure their business.
The ARC Awards are based on research conducted by The Channel Company with an invitation-only survey. In this year’s survey, 3,300 solution providers across North America rated 68 vendor partners on four criteria: product innovation, support, partnership, and managed cloud services.
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