What is Remote Monitoring and Management (RMM)?

Remote Monitoring and Management (RMM) simplifies the monitoring and maintenance of IT systems, computers, mobile phones and other end devices. Particularly important is the fact that regular remote checks not only enable faults to be detected more quickly and reliably, but can also be rectified immediately. For small and medium-sized companies in particular, remote monitoring is therefore a cost-effective and practical alternative to conventional IT support.

In simple terms, remote monitoring is monitoring and maintenance from a distance. A company’s IT systems, computers, mobile phones or other devices are monitored by a service provider without the service provider having to be present on site. Depending on the provider, both the hardware and the software are monitored. This is made possible by the Internet, to which the two required components must be connected. For the customer, this concerns their end device. On the service provider's side, a dashboard communicates with software agents installed on the respective customer device.

In most cases, a managed service provider (MSP) is responsible for this service. This provider accesses the customer’s system or device via the dashboard and checks its functions. They can then make remote changes if necessary. Depending on the settings, remote monitoring allows the MSP to, among other things:

• Install new programs
• Perform important updates
• Monitor the performance of a device
• Perform continuous monitoring for control, documentation, or early error detection
• Remotely control the corresponding systems
• Set up automated execution of various tasks
• Back up and restore data
• Manage different security measures, such as antivirus protection or firewall

Especially for small and medium-sized companies, remote monitoring and management is a good option to save costs and manage their own systems in the best possible way. A managed service provider ensures that all processes run smoothly and that any errors are detected and corrected at an early stage. The customer company thus has the option of relying on its own lean IT or forgoing this department entirely. In addition to personnel costs, this also saves space and possibly expensive technology.

Working with a professional managed services provider is the easiest and best choice. On the one hand, this provider has the necessary software and hardware and is therefore able to offer ideal remote monitoring and management. On the other hand, the customer gets a service here that can usually be tailored to their individual needs and system. Exactly which tasks are carried out remotely is examined together in advance and then contractually regulated.

The first major advantage of remote monitoring is clearly seen when it comes to the cost. Especially for smaller companies, it is often not worthwhile having a complete IT department. Outsourcing to an external service provider therefore effectively saves them money. However, this would be insignificant if support were to suffer as a result of this outsourcing. With a good managed services provider, the opposite is true. This provider permanently monitors the relevant system or the selected devices and thus not only prevents or corrects errors, but can also ensure more efficient use. This both improves performance and reduces costs.

In addition, the necessary assistance is provided without loss of time. Remote monitoring eliminates the need to find an appointment, eliminates costs and time spent travelling to the site, and means that especially minor problems can be fixed immediately. The burden of checking the company’s own hardware and software is also shared among several shoulders, and the external service provider acts as a control authority. Especially when the internal technical know-how is rather limited, remote monitoring from a qualified partner helps.

Switching to remote monitoring and management is also a good decision for the service provider. By eliminating the need for numerous on-site appointments, more customers can be served without additional personnel costs. At the same time, clear and well-structured monitoring ensures that the susceptibility to errors is reduced and impending problems can be eliminated before they arise. Continuous remote monitoring allows numerous processes to be optimised on the basis of extensive data. In addition, the possible automation of various tasks creates additional resources without any loss of quality.

Remote monitoring and management does not necessarily have to replace existing IT structures, but can also act as a welcome addition. The seamless monitoring of workflows and devices makes the work of the in-house technicians easier as well. The data collected enables optimal maintenance of the individual devices. For this reason, it is advisable to precisely define which tasks you want to outsource and which work steps will remain the responsibility of your in-house IT. A comprehensive service level agreement (SLA) with the provider secures you and defines exactly in which areas remote monitoring is used. This provides you with additional control over your data and technology.