Remote Monitoring and Management (RMM) services significantly impact both the IT service provider and the provider’s 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 factors when searching for the right RMM solution:
1. Price
Cost is always an important factor when making any type of investment. When looking at RMM solutions, IT service providers should consider the base price, find out how cost-effective the solution is determine scalability as the business grows and adds more clients. Look for a solution with a simple pricing and licensing model and make sure the solution does not force you to buy too much too soon.
2. Flexibility and power to provide exceptional customer service
One business goal that all IT service providers have in common is providing top-notch service to clients while operating more efficiently. RMM tools should have robust functionality that enables technicians to proactively monitor and fix client issues before the issues interrupt the customer’s business. Choose a solution that has significant extensibility so you can collect and sort a wide variety of technical information. Additionally the solution needs to be able to create automatic remediation to initiate 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 the RMM solution can help the provider offer superior service.
3. Tight integration with PSA system
When RMM tools are a part of managed services provided by an IT service provider, then it is critical that the solution has tight integration with the providers other business solutions. This factor is especially true if the IT service provider utilizes a professional service automation (PSA) system. PSA systems are used to manage day-to-day business operations including time reporting and billing. A strong integration between the RMM solution and PSA system will ensure automatic data-sharing and improve productivity. Without the required integration, IT service providers risk having this important factor of the business end up in a data silo.
4. Robust, easy-to-use scripting engine
An RMM solution that is equipped with a robust, easy-to-use scripting engine improves staff productivity and helps IT service providers save time and reduce the need for additional head-count. System administrators are able to create scripts to handle routine maintenance tasks automatically. Scripts can run on computers, groups, searches, or on a scheduled basis. Most experts 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.
5. Private labeling option
The option to private label a solution is an important consideration. Will the RMM vendor allow IT service providers to private label the service so that the provider may be presented to clients with the provider’s own brand? Look for a solution that offers flexible branding options including custom text, logos and themes. Having this option available helps the provider to present a consistent brand to clients and be able to design interfaces that are more consistent with the way the provider’s business operates.
6. Intuitive and full-functionality
During the selection process, take time to test products. Find out if your firm is able to launch the service and offer the service quickly. If the product is intuitive, technicians will be able to utilize RMM services right from the start.
Ask these important questions:
- Will technicians and new employees be able to learn the system easily?
- Is training available if needed?”
7. Security
Selecting an RMM solution that offers multiple levels of security is critically important. Ensure products offer tight security that does not allow hackers to initiate commands on a server. Additionally, IT service providers should 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 breached.
8. Real world experience
In addition to evaluating product features, your firm must perform 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 other providers in the market. Find out if the vendor has ever walked in your company’s shoes. Some RMM providers may have added custom features to the firm’s RMM product that comes from long-term project experience – yet also has identified efficiencies.
9. Exceptional support
Ensure that the RMM vendor has adequate resources to offer an exceptional level of support. Keep in the forefront of your mind that your firm is the customer. Does the vendor offer support options? Does the vendor provide an adequate level of expertise and experience? Most importantly, does the vendor 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. Guarantee that your customers belong to your firm
As an IT service provider, check the fine print. Make sure your vendor will not attempt to market their software solution or other services directly to your customers – or your company will possibly be at risk of cutting off a valuable revenue stream to your business.