We understand that the Remote Management and Monitoring (RMM) tool for Managed Service Providers (MSP’s) plays an important role in operations and service desk management. It connects to customer infrastructure and helps manage the customers IT estate, so why outsource such a critical tool?
Get on top of alerts and notifications
Managing tens, possibly hundreds of IT estates can generate hundreds and possibly thousands of alerts each month. It can seem impossible to spend time investigating the root cause of each problem, so much so, that sometimes the problem is quickly resolved or worse, the alert is just quashed.
Having the correct configuration of your RMM tool can reduce alert volume because scripting and automation of minor changes have taken care of it already. This is something which an outsourced provider can help setup and manage for you.
Executive and IT Management Dashboards
Without extensive experience in using an RMM tool you might be unsure what an optimal dashboard looks like. You also might not have time to create and maintain dashboards which can leave other areas of the business in the dark about what is happening with a customer’s IT estate, or they have to keep asking service desk which wastes time.
Configure automations and scripting
Automations and scripting for individual customers within your RMM tool can quickly and easily resolve problems without your service desk getting involved.
For example, if an SQL Server service stops and won’t restart, a script can run through a number of actions to try and get the service working first, such as restarting dependant services, all this can be done without a technician and even out of hours.
Correctly configuring all possible automation within your RMM platform can save your Service Desk time and improve service to your customer and end users.
Review customer network and IT infrastructure changes
Your customer’s network and IT estate can change and evolve without you knowing, especially in larger estates. Therefore, regularly reviewing changes to infrastructure can help to highlight where your RMM tool will need changing to ensure that your automation, monitoring and support can continue to be proactive and on-target.
Regularly Review your RMM Tool Effectiveness
When was the last time you reviewed your RMM tool? Maybe when it was deployed?
Your RMM tool is a constantly evolving software service for you and your customers. Regular software updates from the RMM tool, together with training on new features, make it more challenging for your service desk team to keep on top of the tool and maximise your tools return on investment.
By reviewing your RMM tool regularly, you can be kept well-informed of these changes and learn how to act to prevent any changes within your customer monitoring. Uptime can help you through this process.
Next Step
It is easy to see how overwhelming full management of an RMM tool can be, outsourcing part or all of the RMM management can be a big resource boost in your MSP. Find out more how it can help your business and contact us to arrange an assessment call.