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What Is RMM?

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Remote monitoring and management is also referred to as RMM and remote IT management. It is used to remotely manage and maintain IT infrastructure, including software, networks, endpoints, servers, laptops, and devices.

Remote monitoring and management is a valuable tool for MSPs and internal IT teams. RMM allows onsite and offsite employees the best level of support.

Remote monitoring is primarily used by managed service providers (MSPs) or IT departments with distributed staff. Remote monitoring and management systems enable IT administrators to perform proactive maintenance or troubleshoot without setting foot on-premises—all work is performed and managed through a single, unified, cloud-based dashboard. 

With remote monitoring and management, IT teams can do everything from responding to individuals’ technical issues to gathering information from remote endpoints and networks for general health assessments.

Remote monitoring and management also allows technicians to simultaneously apply actions to many computers (e.g., install software and updates, administer patches).

Remote Monitoring and Management Explained

The primary function of remote monitoring and management is to help MSPs and internal IT teams remotely monitor systems in their ecosystem. Support teams can complete the tasks required to keep systems performing optimally and securely by providing access to services from any location.

Remote monitoring and management systems install agents on all devices that are connected to the network. Those agents provide the necessary access and control to manage and update systems remotely.

A few core functions of remote monitoring and management systems are below:

  • Automation
    • Discovery and inventorying for all devices on the network
    • Installation of software updates and patches on all managed devices  
    • Monitoring, alerting, and remediation of IT incidents
  • Generation of alerts and trouble tickets when issues arise
  • Patch management
  • Remote
    • Monitoring and management of all endpoints
    • Access to systems
    • Backup and recovery
  • Secure devices
  • Setup and configuration of new end-user systems  
  • Tracking and reporting of system status and issues
  • Vulnerability risk intelligence

Four Considerations When Getting Started Remote Monitoring and Management

The following steps will help ensure the effective implementation of a remote monitoring and management system and adjacent processes and procedures. 

1, Evaluate what needs to be monitored
Meet with key stakeholders to gather input about their requirements, then start thinking about the associated workflows. Different areas have different needs, so understanding the specifics ensures that technical nuances are taken into consideration when developing the overall architecture and related workflows.   

2. Determine who needs what access
Establishing a baseline for access helps scope remote monitoring and management deployments as well as enhancing security. Determining who needs access to which resources at what capacity helps enforce policies of least privilege. It also helps identify who needs to respond to alerts and receive reports generated by the system.

3. Document integration set up with other systems and workflows
Remote monitoring and management systems need to integrate with other systems and operations to ensure effective coverage and help streamline overall operations. Policies and training need to be established to guide integrations, workflows, and day-to-day usage. Considerations include how alerts are sent (e.g., SMS or email), what notifications are push vs. pull, and response time protocols.

4. Determine resource requirements
Keeping the remote monitoring and management system as cost-effective as possible helps with the assessment of technical requirements and specing out what new technology is needed and when. 

While it is likely that new technology will be required, many existing systems already include components that can be leveraged for remote monitoring and management deployment. In some cases, existing resources can be reconfigured or reallocated to meet requirements. The same goes for staffing. In many cases, new support needs can be folded into existing responsibilities.

Remote Monitoring and Management Benefits

Deployed and used well, remote monitoring and management provide benefits that positively impact not just IT, but the entire organization. Among the many benefits of remote monitoring and management are the following:

  • Automate tasks, such as
    • Creating system restore points
    • Deleting temporary files and internet history
    • Patch management
    • Rebooting a device
    • Running scripts and disk checks 
    • Shutting down a device
    • Software updates  
  • Collect information about client software, hardware, and networks from a centralized dashboard
  • Create automated alerts and tickets when issues arise
  • Detect issues proactively to identify issues before they become major problems and avoid system failure
  • Enhance technician and end-user productivity
  • Gather activity data and easily generate reports, such as:
    • Audit of the system’s inventory
    • Device health
    • Licensing 
    • Patch feedback
    • Software inventory
    • System health
    • User health
  • Increase customer satisfaction and loyalty  
  • Increase uptime without disruption during servicing windows
  • Monitor IT health across all networks, endpoints, systems, applications, and devices  
  • Reduce in-person support and associated costs
  • Support real-time monitoring

Essential Features of a Remote Monitoring System

To manage complex and increasingly sprawling teams and resources, IT technicians and administrators need remote monitoring and management systems with the breadth of capabilities that are required to meet their demands, enable agility, and drive efficiencies. A few things to look for when considering a remote monitoring and management system are below:

  • Centralized management
    Provides complete visibility of the IT environment with the ability to monitor and control all managed devices, regardless of the location, from a unified dashboard
  • Maintenance automation
    Automates routine IT processes, such as server maintenance, software updates, patch installations 
  • Integration
    Integrates easily and seamlessly with other solutions in the environment, such as security, help desk, and backup/recovery  
  • Scalability
    Expands, without limitations, to include increasing endpoints, systems, and users 
  • Security
    Supports continuous security management 
  • Support
    Provides deployment and post-implementation support 
  • Continuous monitoring
    Monitors 24/7/365 without interruption  
  • Reporting
    Creates reports related to performance, results, and issues as well as reports that provide visibility into network activity, asset inventory, and compliance (e.g., patch compliance, asset inventory, network performance, high-level executive summaries, regulatory requirements)
  • Management of mobile devices
    Manages security, updates, and quality on mobile devices  
  • Real-time alerting
    Broadcasts alerts about potential issues before they become disruptive problems
  • Workflow automation
    Enables creation of automated workflows to respond to alerts

Timely Support and Proactive Maintenance from Anywhere, Any Time

Remote monitoring and management is a valuable tool for MSPs and internal IT teams. With remote monitoring and management, in-office and distributed workforces are able to receive the highest levels of support without anyone leaving their desks. And, IT has visibility into and access to all networks and  connected devices from a single pane of glass.

The benefits of remote monitoring and management cannot be overstated. From meeting basic IT support to bolstering an organization’s overall security posture, remote monitoring and management delivers.

The suite of tools and technologies that make up remote monitoring and management come together to allow teams to punch far above their weight class.

Egnyte has experts ready to answer your questions. For more than a decade, Egnyte has helped more than 16,000 customers with millions of customers worldwide.

Last Updated: 31st May, 2022

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