Managed service providers (MSP) are always on the look out for new business. They seek to expand, to support more and more clients, and increase their revenue. MSPs must endeavor to provide innovative services that add value and are attractive to businesses. If an MSP needs to stand apart from others in the market, then they should provide outstanding service and something unique. One of the most powerful tools that helps MSPs provide better service is the remote monitoring and management (RMM) software or RMM tool.
In this well connected age of Internet of Things (IoT), an MSP strives to provide service over the internet through RMM tools. The MSP need not be physically present at the client’s site or location. For providing effective service MSPs must choose a robust RMM.
Necessary Features of an RMM
- Ability to work on multiple machines simultaneously
- Must allow automation of all types of IT processes or tasks
- Must Work Hand-in-Hand with a Automated Service Help Desk Tool
- Must allow solving of issues in client systems without interrupting them
- Centralized control center for management of all tasks
The features in detail:
Simultaneous Multiple Machine Workability
Clients will have many systems on multiple platforms, operating systems and hardware. The RMM tool must be versatile and allow the MSP to address and fix issues on all types of client systems. Furthermore, the MSP must be able to work on multiple machines simultaneously. This will help the MSP generate more revenue within a time period.
Automation of all types of IT Processes or Tasks
Facility to automate any IT process would enable the MSP to take proactive measures to fix any issues before the client becomes aware of. This efficient service which wold impress the client and help attract other clients too. Proactive responses are much desired by clients.
Must Work Hand-In-Hand with a Automated Service Help Desk Tool
The RMM tool must be compatible with the Service Desk solutions and both must be integrated for seamless performance. The integration plays an important role in rapid response to client tickets and demands.
Benefits of good RMM-Service Desk integration
Automating tasks
More effective management of tickets, demands and tasks
More effective running of business
Automatic or assisted assignment of tickets or tasks
Helps capture actual time spent on ticket – which helps in transparent billing
Generate reports based on client data
Must Allow Solving of Issues Without Business Interruption
In day-to-day activities issues are bound to occur, and these can be fixed. However, fixing these issues without causing any business interruption or just minimal disruption is desirable. The correct RMM tools can help the MSP provide the best service without affecting the client’s working.
Centralized Control Center for Management of all Tasks
The MSP must be able to provide all tasks and services to the client from a Centralized Control Center. A single center would help control and manage the services more efficiently. Ensuring security in the client systems – such as antivirus, updates, patch management, etc.., from a central control center will be easier and more effective.