An excellent remote monitoring and management (RMM) tool is the cornerstone of many managed service provider (MSP) businesses, helping increase efficiency, manage customer environments and ensure network stability, among other things.
As MSPs head into 2022, they will want to make sure their RMM tool provides the latest and greatest features needed to fulfill critical customer demands.
Here are some features that MSPs should consider as they head into the new year:
Remote Access. Remote access is one of the bread-and-butter qualities of an RMM tool. What MSPs should look for is to make sure that their particular RMM tool provides the full capabilities they need to quickly and efficiently respond to client needs. This includes having visibility into key metrics, such as CPU, processes, memory, and system errors. It may also include fixing systems without taking over the desktop or needing any user intervention.
These capabilities are more important than ever in 2022 when competition for MSP services is higher than ever. As a result, customers demand the best service possible from their providers. MSPs that can fix systems and address problems before a user might even notice them will have a leg up on the competition.
Cybersecurity. In 2021, we saw an unprecedented rise in cyberattacks targeting companies of every size, shape, and industry. With that in mind, MSPs should ensure their RMM tool provides the functionality they need to support their customers in this critical area.
For instance, strong patch management is critical to limiting risk from cyberattacks and is a functionality that can be built into the RMM tool. In this way, an MSP can monitor for needed patches and implement them remotely where possible. Alerting is another functionality that can help notify an MSP quickly when a client has signs of an issue that may need to be resolved.
Reporting. With more and more competition for MSP services, an MSP needs to provide thorough reporting to clients on how their services are performing and help preserve their technology assets. This reporting can include a monthly health check, with an overview of network monitoring highlights and overall network health. This is an excellent time to bring up any potential upgrades needed in the near term. Reporting can also include how the MSP meets their SLAs around services and uptime.
As they head into 2022, an MSP should take the time to evaluate their current toolbox, including their RMM tools carefully, and decide if those tools meet their future needs. This could involve evaluating them for the above areas or other elements that they feel are critical to their business. In doing so, they can make sure they are fully armed with the best technologies to support their clients.