MSP monitoring is a critical service for ensuring client uptime. But monitoring endpoints, servers, databases (and more) can be a challenge, especially as your client base grows.
To ensure optimal performance and uptime, and to protect client data and systems from threats, managed service providers need RMM technology that monitors client IT environments 24/7. That technology should also give MSPs the freedom to customize workflows and processes, because no two clients have identical needs.
This comprehensive guide explores the essential components of MSP monitoring, best practices, and tools that boost efficiency and effectiveness in remote monitoring and management.
What is MSP monitoring?
MSP monitoring is the active management of an organization’s IT infrastructure, including servers, applications, databases, and cloud environments. Managed service providers who have this responsibility aim to detect and resolve issues before they impact business operations, ensure system availability, and optimize performance for client systems.
MSP monitoring vs MSP network monitoring
MSP monitoring is the broad term for all monitoring of client IT needs. MSP network monitoring is a subset of MSP monitoring that applies to the management of components like switches, routers, firewalls, and network configuration.
Key components of effective MSP monitoring
Real-time system monitoring
Real-time system monitoring is the continuous tracking of performance metrics such as CPU usage, memory utilization, disk space, and network throughput. By providing immediate insights into the health of IT infrastructure, real-time monitoring enables MSPs to quickly identify and address anomalies.
Best practices:
- Use customizable dashboards to display critical metrics in an easily digestible format.
- Ensure all critical assets and systems are included in the monitoring scope.
- Identify patterns and trends based on clients’ historical data, so you can easily detect new anomalies.
Automated alerts and notifications
MSPs use automation to trigger notifications and alerts based on predefined rules. With the right software, you can set up alerts for any issues that require your attention.
Common automated alerts include:
- Performance alerts: Triggered when system performance metrics — like CPU usage or memory utilization — exceed or fall below established thresholds.
- Security alerts: Initiated when MSP monitoring software detects potential security threats, such as unauthorized access attempts.
- Service status alerts: Issued when essential services or applications experience downtime or fail to start.
- Compliance alerts: Triggered when systems deviate from compliance standards or regulatory requirements.
Best practices:
- Fine-tune alerts to avoid unnecessary “alert overload” and focus on alerts that are high-priority.
- Use multiple channels for alert notifications to ensure timely response from the relevant personnel.
- Set up alert-triggered workflows that automate remediation for low-priority tasks.
Proactive maintenance
Proactive maintenance includes routine tasks like patch management, software updates, and system optimizations. Automating these tasks ensures that they are performed consistently and without manual intervention, keeping systems up to date without overburdening your technicians.
Best practices:
- Automate and schedule maintenance tasks at times that don’t disrupt clients’ business operations.
- Implement a robust patch management process to keep software and systems updated with the latest security patches.
- Conduct routine health checks to identify and address potential issues before they can impact system performance.
Compliance and security
MSPs need to monitor compliance and security to ensure systems align with regulatory standards and are protected against cyber threats.
Best practices:
- Conduct regular security audits to assess the effectiveness of security measures and identify areas for improvement.
- Set up policy inheritance for client folders and assets.
- Routinely review user permissions to ensure no one has unauthorized access to sensitive data.
Comprehensive reporting
Comprehensive reporting is an ongoing part of MSP monitoring. Internal reporting helps MSPs evaluate performance with KPIs like average technician response time and mean time to resolution (MTTR). Those metrics can also be repurposed and shared with clients in a format that demonstrates results without technical details.
Best practices:
- Generate and share regular reports with clients to keep them informed about the status and health of their IT infrastructure.
- Provide detailed analysis and insights in the reports to help clients understand potential issues and recommended solutions.
- Schedule reports to run on a consistent schedule — like the last business day of each month — so you can make better comparisons.
Remote access tools
While much of remote monitoring and management happens without any real-time customer interaction, there are instances when MSPs need to provide real-time support. A remote access tool gives technicians instant access to endpoints to troubleshoot issues that would otherwise require a site visit.
Best practices:
- Choose a remote access tool that includes screen recording.
- Look for collaboration features that allow multiple technicians to access the same endpoint simultaneously.
- Automatically log every session.
How AI and machine learning are transforming MSP monitoring
AI and ML are increasingly integrated into MSP monitoring tools to enhance their predictive capabilities. These technologies analyze large volumes of data to identify trends and predict potential issues before they occur, enabling proactive management.
An example of how AI supports MSPs is Syncro’s Smart Ticket Management. This feature includes two types of AI:
- One that sorts tickets into 47+ categories and adds helpful information to tickets, like links to client drivers for lightning-fast access
-and-
- One that lets technicians find tickets based on any detail they remember (client name, software version, month, etc.)
Any efficiency you can create with AI will pay off in the long run, in terms of client satisfaction and retention.
Grow your capabilities with Syncro
Monitoring is essential to ensure optimal client performance, uptime, and security. By combining real-time monitoring, proactive maintenance, automated alerts, and advanced reporting, service providers can stay ahead of potential issues. And as AI and machine learning become increasingly embedded in monitoring tools, you can unlock new efficiencies for your workflow and MSP while enhancing the customer experience.
To learn how a robust RMM solution can transform your business, explore solutions that align with your unique needs and objectives. Syncro provides you with the tools you need to not only monitor your clients’ networks, but also manage and improve client services and business operations.
See how Syncro can help you do more — without asking more of your team. Get your demo now!
FAQ
How can I stay informed about emerging cybersecurity threats?
Consider subscribing to threat intelligence feeds like SANS NewsBites to get updates on the latest cybersecurity threats and trends or following news sources like Threatpost.
How can I upskill my team and expand our services?
Build in time for your team members to pursue certifications and attend skill-building workshops. Take advantage of any free resources, too, like webinars that help them get the most out of your MSP software.
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