Remote monitoring and management (RMM) software performs and automates IT tasks for managed service providers (MSPs) and other enterprises. IT tasks include updates and patch management, device health checks, and network monitoring. RMM software centralizes the management process so that MSPs can track their customers’ devices, perform routine maintenance, and address device issues as they arise.
How does RMM software work?
The RMM application installs an agent on every client device (i.e., mobile devices, desktop computers, servers) to be serviced that facilitates a secure connection between the devices and the software itself. Once the agent has been fully installed to a server, computer, or phone, an MSP can manage those devices remotely.
Remote monitoring and management have become increasingly useful as companies transition to remote environments, and as managed service providers serve national and international clients. RMM tools provide oversight from a distance, which many businesses need to optimize their entire IT infrastructure, including client devices, systems, network performance, and security. RMM software is also used by smaller MSPs or enterprises that don’t have an extensive or dedicated IT team to handle the demands that client systems present, such as high numbers of ticket submissions from multiple customers.
Features of RMM software
To manage systems and networks, RMM software gives administrators complete visibility to the health and efficiency of the connected devices.
Common features include:
- CPU and memory usage on client devices
- Scripts for customizing monitoring or the dashboard
- Patch management and regular updates, which are pushed to all devices automatically
- Professional services automation (PSA) functionality, like billing and invoicing
- Computer disk checks
- Device configuration and provisioning
- Customizable dashboards for mobile and desktop use to monitor device health, server status, network performance, and software update status
Differences between RMM and PSA software
Remote monitoring and management and professional services automation both help MSPs handle client services. RMM focuses more on IT management—devices, networks, servers, or security alerts. PSA software focuses on professional and administrative management—billing, agent time tracking, tickets, and projects—of support-related work.
- Automates technicians’ schedules and tracks how much time they spent on a ticket
- Tracks all billable hours
- Performs financial and payroll functions, such as billing or invoicing
Some providers, such as Atera, include PSA features—the two categories serve the same companies and overlap in some platforms.