Top 10 Considerations for Selecting the Right Remote Monitoring and ...
Top 10 Considerations for Selecting the Right Remote Monitoring and Management Solution
The most successful IT service providers are those that find ways to differentiate themselves from the competition and consistently strive to retain loyal customers.
In an increasingly crowded market, IT service providers must provide exceptional customer support that meets, and ideally exceeds, service level agreements to remain viable. Many may struggle with how they can meet this challenge while supporting multiple customers with limited technical specialists on staff. With costly customer site visits needed to resolve end-user issues, how can IT service providers operate more efficiently, increase margins, and make room for growth? One solution that can help increase the efficiency of the IT service provider’s business and better manage its resources is remote monitoring and management (RMM). An RMM solution delivers an arsenal of IT management tools such as remote desktop monitoring, trouble ticket tracking, user information, support, and more – with one comprehensive interface. And because RMM tools manage the entire technology infrastructure and enable service delivery, selecting an RMM tool has become an important first step in building a complete managed services offering.
How can IT service providers select the best RMM solution?
When it comes to choosing an RMM solution, it is important to understand the benefits before the selection process begins. First, RMM enables IT service providers to remotely and proactively monitor computer and network health. RMM also provides powerful maintenance and management capabilities. The ability to set up routine, scheduled maintenance tasks with RMM not only prevents problems, but it also significantly reduces the troubleshooting time. Powerful management tools are also available within RMM to simplify software deployment, troubleshooting and other important IT service functions. The benefits of utilizing RMM tools include increased customer service levels, time and money savings, and ultimately a more effective and profitable business. An RMM solution is integral to a complete managed services offering. Without RMM services, IT service providers can only react to customer issues instead of spotting problems before they affect the end-user – or even preventing them in the first place. With the right RMM solution in place, IT service providers can become a true partner in the client’s business. In order to choose the right RMM solution for your company, you must first consider your business strategy.1 It is important to understand your client base, and the services that will be delivered in support of each client. Knowing this information ahead of time will ensure that product selection is based on your current and future business needs.
Top 10 Considerations For Selecting the Right RMM Solution RMM services will significantly impact both the IT service provider and its clients. During the selection process, it is important to compare options and determine which product best meets the company’s needs. IT service providers should consider the following 10 things when searching for the right RMM solution:
1
2
Flexibility and Power to Provide Exceptional Customer Service One business goal that all IT service providers will have in common is providing top-notch service levels to clients while operating more efficiently. RMM tools should have robust functionality that enables technicians to proactively monitor and fix client issues before they interrupt the customer’s business. Choose a solution that has significant extensibility so you can collect and sort a wide variety of technical information – and can create automatic remediation to kick off a scripted set of actions upon detection of a problem. The ability to quickly diagnose and solve problems results in less downtime for clients and more productivity for the technical team. IT service providers should ensure that their RMM solution can help them offer a superior service.
Price Cost is always an important factor when making any type of investment. When looking at RMM solutions, IT service providers should not only consider the base price, but also find out how cost-effective it is to scale up as the business grows and adds more clients. Look for a solution with a simple pricing and licensing model and make sure it does not force you to buy too much too soon.
Top 10 Considerations For Selecting the Right Remote Monitoring and Management Solution
LabTech Software
“To me, the keystone of [RMM] is its extensibility. Because of the way the scripting and monitoring engines are built, I can directly go in a query, pull files from the customer’s system, and write a script that will go parse that file. I can even run direct queries against the SQL back end. These are just some examples of the kind of power I was looking for.”
– JAMES RILEY, JNR NETWORKS
4
Robust, Easy-to-use Scripting Engine An RMM solution that is equipped with a robust, easy-to-use scripting engine can improve staff productivity and helps IT service providers save time and reduce the need for additional headcount. System administrators can create scripts to handle routine maintenance tasks automatically. Scripts can run on computers, groups, or searches immediately or on a scheduled basis. Look for scripting features that allow the use of advanced logic to gather information and even troubleshoot problems before a technician is notified. It is also helpful if the RMM product offers a number of check conditions available within a single script, so that technicians do not have to write hundreds of scripts to accomplish a simple task. A solution that has built-in script commands, and the ability to share with other programs, can enable you to perform a multitude of maintenance tasks automatically.
3
Strong Integrations Because RMM tools are a part of an IT service provider’s managed services offering, it is critical that the solution has tight integration with its other business solutions, especially the professional service automation (PSA) system. PSA systems are used to manage day-to-day business operations including time reporting and billing.1 A strong integration between the RMM solution and PSA system will ensure automatic data sharing and improve productivity. Without integration, IT service providers risk having this important aspect of business end up in a data silo.
Top 10 Considerations For Selecting the Right Remote Monitoring and Management Solution
LabTech Software
5
Private Labeling Option Another important consideration is the option to private label the solution. Will the RMM vendor allow IT service providers to private label the service so that it can be presented to clients with its own brand? Look for a solution that offers flexible branding options including custom text, logos and themes. Having this option available will help you present a common look and feel to your clients and you’ll be able to design interfaces that are more consistent with the way your business runs.
“Anything we wanted to do in [our previous tool], we had to research for a week before we could learn how to do it. With [our current RMM solution], we log in, play around with it for a few minutes, and we’ve figured out exactly what we need to do. With a Windows interface, everything looks like you’d expect it to look, and is basically where you’d expect it to be.” – SCOTT WALTERS, CISCOM
6
Intuitive and Fully Functional During the selection process, take time to test the product for yourself. Find out if you can launch the service and get it off the ground quickly. If the product is intuitive, technicians will be able to utilize RMM services right from the start. Make sure to ask these important questions: “Will technicians and new employees be able to learn the system easily?” and “Is training available if needed?”
Top 10 Considerations For Selecting the Right Remote Monitoring and Management Solution
LabTech Software
8
Real World Experience In addition to evaluating product features, it is also important for you to do some research on potential RMM providers. An RMM product offered by a company who once did business as an IT service provider can have added benefits over others in the market. Find out if the vendor has ever walked in your shoes. They may have added custom features to their RMM product that not only come from knowing what is needed to do the job – but also what can make the job easier.
7
Security Security is of the utmost importance when it affects your customers. It is critically important to select an RMM solution that offers multiple levels of security. Make sure the product offers tight security that does not allow hackers to initiate commands on the server. IT service providers should also ensure that every remote agent has a separate 16 character password that is never transmitted and includes SSL encryption. Agents should only be allowed to make outbound connections so firewalls do not have to be opened.
Top 10 Considerations For Selecting the Right Remote Monitoring and Management Solution
LabTech Software
9
Superior Support When choosing an RMM solution, make sure the vendor has adequate resources to offer an exceptional level of support. Remember, in this case, you’re the customer. Does the vendor offer support options? Do they have the right level of expertise and experience? Most importantly, do they deliver quality software releases? After discussing these questions with the vendor, ask if a list of references can be provided. Check for more information in software guides and blog spots to make sure there aren’t any red flags in the vendor’s track record.
10 Top 10 Considerations For Selecting the Right Remote Monitoring and Management Solution
Make Sure Your Customers Belong to You After exploring the vendor’s experience and level of support they provide, IT service providers should check the fine print. Make sure your vendor will not attempt to market their software solution or other services directly to your customers—or you’ll risk being cut out of the stream of business.
LabTech Software
Summary Remote monitoring and management (RMM) is a crucial part of your managed services offering. RMM tools enable service delivery and provide a number of benefits including increased customer service levels, time and money savings, and ultimately a more effective and profitable business. In order to select the right solution, you must first examine your business strategy and how RMM services will fit into your ideal business model. With this knowledge, you can properly assess the most important features that are needed to meet current and future business needs. In addition to looking at the actual product, you should also learn about the company behind the product. An RMM vendor should have experience walking in your shoes in order to best understand how to meet the unique needs of an IT service provider. Taking the time to answer some simple questions about real world experience, customer support, and marketing practices before making a selection will help you make the right choice for your business the first time.
About LabTech Software
LabTech Software is the brainchild of a managed service provider (MSP) that struggled with the usual challenges and inefficiencies of a reactive IT maintenance and support model. LabTech—its flagship solution—was born of the urgent need to eliminate technician inefficiencies and the desire to provide preventive and proactive service. Developed with cutting-edge, agent technology, LabTech is the only remote monitoring and management (RMM) platform created by system administrators for system administrators to automate your IT services and eliminate inefficiencies. For more information, please visit labtechsoftware.com or call 877.522.8323. 1
Ibid.
4110 George Road, Suite 200 | Tampa, Florida 33634 877.522.8323 | labtechsoftware.com
The most successful IT service providers are those that find ways to differentiate themselves from the competition and consistently strive to retain loyal customers.
In an increasingly crowded market, IT service providers must provide exceptional customer support that meets, and ideally exceeds, service level agreements to remain viable. Many may struggle with how they can meet this challenge while supporting multiple customers with limited technical specialists on staff. With costly customer site visits needed to resolve end-user issues, how can IT service providers operate more efficiently, increase margins, and make room for growth? One solution that can help increase the efficiency of the IT service provider’s business and better manage its resources is remote monitoring and management (RMM). An RMM solution delivers an arsenal of IT management tools such as remote desktop monitoring, trouble ticket tracking, user information, support, and more – with one comprehensive interface. And because RMM tools manage the entire technology infrastructure and enable service delivery, selecting an RMM tool has become an important first step in building a complete managed services offering.
How can IT service providers select the best RMM solution?
When it comes to choosing an RMM solution, it is important to understand the benefits before the selection process begins. First, RMM enables IT service providers to remotely and proactively monitor computer and network health. RMM also provides powerful maintenance and management capabilities. The ability to set up routine, scheduled maintenance tasks with RMM not only prevents problems, but it also significantly reduces the troubleshooting time. Powerful management tools are also available within RMM to simplify software deployment, troubleshooting and other important IT service functions. The benefits of utilizing RMM tools include increased customer service levels, time and money savings, and ultimately a more effective and profitable business. An RMM solution is integral to a complete managed services offering. Without RMM services, IT service providers can only react to customer issues instead of spotting problems before they affect the end-user – or even preventing them in the first place. With the right RMM solution in place, IT service providers can become a true partner in the client’s business. In order to choose the right RMM solution for your company, you must first consider your business strategy.1 It is important to understand your client base, and the services that will be delivered in support of each client. Knowing this information ahead of time will ensure that product selection is based on your current and future business needs.
Top 10 Considerations For Selecting the Right RMM Solution RMM services will significantly impact both the IT service provider and its clients. During the selection process, it is important to compare options and determine which product best meets the company’s needs. IT service providers should consider the following 10 things when searching for the right RMM solution:
1
2
Flexibility and Power to Provide Exceptional Customer Service One business goal that all IT service providers will have in common is providing top-notch service levels to clients while operating more efficiently. RMM tools should have robust functionality that enables technicians to proactively monitor and fix client issues before they interrupt the customer’s business. Choose a solution that has significant extensibility so you can collect and sort a wide variety of technical information – and can create automatic remediation to kick off a scripted set of actions upon detection of a problem. The ability to quickly diagnose and solve problems results in less downtime for clients and more productivity for the technical team. IT service providers should ensure that their RMM solution can help them offer a superior service.
Price Cost is always an important factor when making any type of investment. When looking at RMM solutions, IT service providers should not only consider the base price, but also find out how cost-effective it is to scale up as the business grows and adds more clients. Look for a solution with a simple pricing and licensing model and make sure it does not force you to buy too much too soon.
Top 10 Considerations For Selecting the Right Remote Monitoring and Management Solution
LabTech Software
“To me, the keystone of [RMM] is its extensibility. Because of the way the scripting and monitoring engines are built, I can directly go in a query, pull files from the customer’s system, and write a script that will go parse that file. I can even run direct queries against the SQL back end. These are just some examples of the kind of power I was looking for.”
– JAMES RILEY, JNR NETWORKS
4
Robust, Easy-to-use Scripting Engine An RMM solution that is equipped with a robust, easy-to-use scripting engine can improve staff productivity and helps IT service providers save time and reduce the need for additional headcount. System administrators can create scripts to handle routine maintenance tasks automatically. Scripts can run on computers, groups, or searches immediately or on a scheduled basis. Look for scripting features that allow the use of advanced logic to gather information and even troubleshoot problems before a technician is notified. It is also helpful if the RMM product offers a number of check conditions available within a single script, so that technicians do not have to write hundreds of scripts to accomplish a simple task. A solution that has built-in script commands, and the ability to share with other programs, can enable you to perform a multitude of maintenance tasks automatically.
3
Strong Integrations Because RMM tools are a part of an IT service provider’s managed services offering, it is critical that the solution has tight integration with its other business solutions, especially the professional service automation (PSA) system. PSA systems are used to manage day-to-day business operations including time reporting and billing.1 A strong integration between the RMM solution and PSA system will ensure automatic data sharing and improve productivity. Without integration, IT service providers risk having this important aspect of business end up in a data silo.
Top 10 Considerations For Selecting the Right Remote Monitoring and Management Solution
LabTech Software
5
Private Labeling Option Another important consideration is the option to private label the solution. Will the RMM vendor allow IT service providers to private label the service so that it can be presented to clients with its own brand? Look for a solution that offers flexible branding options including custom text, logos and themes. Having this option available will help you present a common look and feel to your clients and you’ll be able to design interfaces that are more consistent with the way your business runs.
“Anything we wanted to do in [our previous tool], we had to research for a week before we could learn how to do it. With [our current RMM solution], we log in, play around with it for a few minutes, and we’ve figured out exactly what we need to do. With a Windows interface, everything looks like you’d expect it to look, and is basically where you’d expect it to be.” – SCOTT WALTERS, CISCOM
6
Intuitive and Fully Functional During the selection process, take time to test the product for yourself. Find out if you can launch the service and get it off the ground quickly. If the product is intuitive, technicians will be able to utilize RMM services right from the start. Make sure to ask these important questions: “Will technicians and new employees be able to learn the system easily?” and “Is training available if needed?”
Top 10 Considerations For Selecting the Right Remote Monitoring and Management Solution
LabTech Software
8
Real World Experience In addition to evaluating product features, it is also important for you to do some research on potential RMM providers. An RMM product offered by a company who once did business as an IT service provider can have added benefits over others in the market. Find out if the vendor has ever walked in your shoes. They may have added custom features to their RMM product that not only come from knowing what is needed to do the job – but also what can make the job easier.
7
Security Security is of the utmost importance when it affects your customers. It is critically important to select an RMM solution that offers multiple levels of security. Make sure the product offers tight security that does not allow hackers to initiate commands on the server. IT service providers should also ensure that every remote agent has a separate 16 character password that is never transmitted and includes SSL encryption. Agents should only be allowed to make outbound connections so firewalls do not have to be opened.
Top 10 Considerations For Selecting the Right Remote Monitoring and Management Solution
LabTech Software
9
Superior Support When choosing an RMM solution, make sure the vendor has adequate resources to offer an exceptional level of support. Remember, in this case, you’re the customer. Does the vendor offer support options? Do they have the right level of expertise and experience? Most importantly, do they deliver quality software releases? After discussing these questions with the vendor, ask if a list of references can be provided. Check for more information in software guides and blog spots to make sure there aren’t any red flags in the vendor’s track record.
10 Top 10 Considerations For Selecting the Right Remote Monitoring and Management Solution
Make Sure Your Customers Belong to You After exploring the vendor’s experience and level of support they provide, IT service providers should check the fine print. Make sure your vendor will not attempt to market their software solution or other services directly to your customers—or you’ll risk being cut out of the stream of business.
LabTech Software
Summary Remote monitoring and management (RMM) is a crucial part of your managed services offering. RMM tools enable service delivery and provide a number of benefits including increased customer service levels, time and money savings, and ultimately a more effective and profitable business. In order to select the right solution, you must first examine your business strategy and how RMM services will fit into your ideal business model. With this knowledge, you can properly assess the most important features that are needed to meet current and future business needs. In addition to looking at the actual product, you should also learn about the company behind the product. An RMM vendor should have experience walking in your shoes in order to best understand how to meet the unique needs of an IT service provider. Taking the time to answer some simple questions about real world experience, customer support, and marketing practices before making a selection will help you make the right choice for your business the first time.
About LabTech Software
LabTech Software is the brainchild of a managed service provider (MSP) that struggled with the usual challenges and inefficiencies of a reactive IT maintenance and support model. LabTech—its flagship solution—was born of the urgent need to eliminate technician inefficiencies and the desire to provide preventive and proactive service. Developed with cutting-edge, agent technology, LabTech is the only remote monitoring and management (RMM) platform created by system administrators for system administrators to automate your IT services and eliminate inefficiencies. For more information, please visit labtechsoftware.com or call 877.522.8323. 1
Ibid.
4110 George Road, Suite 200 | Tampa, Florida 33634 877.522.8323 | labtechsoftware.com
