For a limited time, we're offering up to 4 months free! Don't miss out — 
Managed service providers need to handle patch deployment, endpoint security, and troubleshooting for multiple clients — all without physical access to client systems and assets. Remote monitoring and management tools are the only way to manage this essential work.
This post takes a deep dive into the value of RMM tools, what to look for when choosing RMM software, and how RMM solutions support efficiency and profitability for MSPs.
What are RMM tools?
A remote monitoring and management tool is a software solution that provides IT management capabilities for computers, servers, and other network devices. RMM software provides secure remote access to client IT environments so MSPs can remotely monitor, troubleshoot, and report on endpoints, networks, and computers.
Why MSPs need RMM software
RMM software is a cornerstone of running a profitable MSP or efficient help desk. With RMM software, teams can automate and scale IT service management and monitoring tasks so humans can focus on more complex work. Additionally, an RMM platform lets teams automate routine tasks such as software patching, ticket categorization, and incident prioritization, improving security and efficiency.
In a world where remote work is changing the way IT assets are deployed, the flexibility provided by RMM software is becoming even more important. For example, a support technician can use an RMM tool to secure remote access to a client’s machine and troubleshoot a problem without leaving their desk. Further, advanced scripting and automated patch management capabilities allow teams to complete IT maintenance without manual work.
As a result, MSPs that use RMM software can more efficiently service their clients, improve end-user outcomes, and increase profits. And, in many cases, the right RMM software for MSP businesses can make a significant difference. For example, a small MSP was able to save a full-time employee’s salary and give a partner 25% of their day back by switching to Syncro’s RMM solution.
Key features to look for in an RMM tool
Finding the right RMM platform requires balancing business needs, functionality, and cost. What’s right for one MSP might not be right for another. Below are 14 key features to consider when you evaluate RMM software.
Ready to Scale Your Business?
Discover which RMM capabilities will help you boost your MSP’s productivity, efficiency and profitability.
Patch management
Effective patch management is one of the most impactful ways an MSP can improve their clients’ security posture. You can’t eliminate every cybersecurity risk, but regularly applying patches reduces exposure to vulnerabilities with known exploits. The best RMM tools help MSPs scale, audit, and refine patch management across their client base.
Automated patching and endpoint tasks improve security and efficiency. Look for customizable automation schedules and cybersecurity best practices for a robust and efficient solution.
Easy RMM agent install
RMM agents enable technicians to monitor, access, and control remote endpoints. The easier it is to add an RMM agent to an endpoint, the less friction there is in onboarding. When evaluating MSP software, consider the complexity of agent install and configuration, supported operating systems, and the number of assets you plan to manage. With an easy RMM agent install, you can quickly ramp up assets under management and speed up time to value for your business and clients.
Did you know? G2 recently recognized Syncro as the “Easiest Setup” and “Most Implementable” in the small business category.
Ticket management
MSPs have a lot of technical expertise, but project management requires a different skill set. Thankfully, the best RMM platforms include an IT ticketing system that manages resource allocation, boosts helpdesk functionality and tracks every ticket in real time.
Monitoring and alerting
Monitoring endpoints for resource utilization issues, performance problems, and policy violations helps MSPs detect — and potentially resolve — problems before their clients report them. Ensure your RMM tool supports alerts and notification channels that enable you to quickly identify issues and support your SLAs (service level agreements).
Custom scripting
Creating and running custom scripts can drastically improve MSP efficiency. MSPs can use custom scripts for everything from software installation to issue remediation. As you evaluate MSP tools, look for flexible scripting solutions that are easy to scale across your infrastructure.
Automatic issue remediation
It’s good when an MSP can detect an issue before their clients know about it. It’s great when an MSP can automate a solution and “solve problems in their sleep.” Automatic issue remediation combines alerting with other RMM capabilities like scripting to help MSPs define rules for automating ticket resolution and improve MTTR (mean time to resolution).
Endpoint security and managed antivirus
Cybersecurity is a key aspect of modern business. Even small clients are at risk of a breach. Managed antivirus (MAV) features help MSPs improve their client’s security posture and reduce risk. As you evaluate RMM software, look for solutions that help you avoid antivirus vendor lock-in and provide security features such as real-time threat detection and malware scans.
Policy management
Asset policies enable MSPs to define a baseline for asset settings and preferences. If an asset deviates from a policy’s rules, technicians can receive an alert or configure an automation to address it. An RMM platform with robust policy management capabilities provides MSPs with better overall asset governance to maintain consistency and detect when assets are misconfigured.
Network management
Efficient network monitoring and management, proactive maintenance, and real-time insights into network performance are crucial. Look for features like network discovery, integration with cloud services, and capabilities for quick diagnostics and performance monitoring.
PSA capabilities
RMM software with PSA (professional services automation) is a comprehensive solution that boosts operational efficiency for MSPs and reduces tool sprawl. PSA features let MSPs connect billable tasks to invoice management, automate reconciliation and billing, and ensure projects stay within scope.
Integration capabilities
Even though RMM platforms with PSA features give you extensive features, you may have other applications or technology you want to continue using. Ensure the RMM software integrates with your other preferred tools and systems, such as cloud services, security solutions, CRM software, and email platforms.
Migration support
When you switch to new RMM software, you need a way to easily move clients to your new system and preserve contact details, ticket history, and site configs. Migrations are specific to IT systems — for example, Syncro enables contact imports from Atera, Autotask, NinjaOne, and Connectwise, as well as CSV file imports.
Activity reporting
Reports and visualizations help MSPs keep track of MSP KPIs (key performance indicators) and demonstrate value to clients. Look for RMM solutions that support reporting dashboards and report creation that align with your business needs and enable tracking of the KPIs that matter to your business.
RMM tools are an MSP staple for a reason. Taken together, the benefits below lead to a healthier bottom line and happier clients.
Per-technician pricing
RMM software that charges by the endpoint can quickly make remote access unaffordable. RMM solutions that offer pricing by technician help MSPs control and project costs, and take on new client work without straining budgets.
Key takeaways for RMM software
- Improved efficiency. PSA integrations, automations, and remote management enable MSPs to do more with less.
- Better visibility. An RMM platform brings all work into a single system, with real-time views of task status, security vulnerabilities, and software assets.
- Increased control. Automation features, patch management, and a scripting engine that lets you customize your workflows gives you greater control over your work.
- Higher uptime. RMM alerts and automated remediation help MSPs improve overall workload availability.
- Client satisfaction. With remote monitoring and management software, you can detect and resolve problems to keep clients up and running.
How Syncro helps you run a more profitable MSP
- “Overall, our business would not be where it is now without Syncro. The cost has allowed us to make a profit, even when we were shooting ourselves in the foot with our low client rates. The support team is pretty fast and very friendly which is very important to someone who is in support.”
– David S. Owner of an Information Technology and Services business that switched from ITarian to Syncro (Source: Capterra)
Syncro is an all-in-one integrated MSP platform with RMM and PSA capabilities and is purpose-built to help MSPs run a more profitable business. MSPs trust Syncro to help them optimize and scale their business while keeping clients happy. Unlike some other RMM platforms, the per-technician pricing model is designed to incentivize and support (not penalize) MSP growth.
To test drive Syncro for yourself, sign up for a free trial today.
Enjoy this article? Share it!
