How do you do remote IT management

Remote monitoring and management solutions

Remote Monitoring and Management (RMM) solutions are applications that are installed on customers' PCs and servers and then used to monitor and maintain them remotely via a central dashboard. This gives specialist dealers the opportunity to expand their service offerings and develop into real service-oriented service providers. In addition, they can manage more customers with the same staffing levels.

Remote management of customer IT

When selecting a suitable RMM solution, service providers should ensure that it is clearly structured and not too complicated. The central dashboard should provide the most important information about the current status of the customer's IT. This allows errors and problems to be identified and eliminated at an early stage. Integrated help desk and reporting functions as well as standardized processes further optimize cooperation with customers.

A trend that has gained in importance in recent years is the combination of RMM solutions with Professional Services Automation (PSA). These are applications for project and resource management. According to Patrick Burns, Vice President of Product Management at Autotask, this opens up "new and unimagined opportunities for IT service providers". Burns: "Services and devices are the basis of every IT business and should be mapped accordingly in a product".

This guide gives an initial overview of current RMM offers and shows which companies are active in this product field, which is very interesting for MSPs:

Datto

Datto is an American software provider with a branch in Munich, which emerged from a merger of Datto and Autotask at the end of 2017. A few years ago, Datto introduced a new version of its RMM solution that offers real-time device management and consolidated analyzes. According to the manufacturer, the new Autotask solution enables bi-directional synchronization and real-time reporting for "more efficient work, optimal service and extensive business analyzes". Automated workflows, improved access to data as well as improvements in RMM analysis and integrated reporting are intended to make working with the solution even easier.

Datto describes itself as the largest "MSP-focused provider in the world". The company has more than 20 locations and over 1,600 employees. The company opened a new branch in Amsterdam in 2017 and one in Copenhagen in 2020. Around 13,000 MSP partners already look after over 500,000 SMEs. Therefore, Datto can fall back on extensive experience in the MSP market. "We remain 100 percent channel-oriented, which means that our products and solutions are only available for and via the channel," emphasized Markus Rex, former Business Development Manager at Datto for the DACH region, but who left the company in May 2020 and now works at Synaxon.

Michael Gutsch has been the new Regional Sales Manager DACH at Datto since the end of 2020. According to Sanjay Singh, Chief Revenue Officer at the company, he is a "sales professional who is excellently networked in the MSP community and who knows exactly the needs and challenges of the channel in DACH". Gutsch himself adds: "In recent years, Datto has made a name for itself in the DACH region with its unconditional MSP focus and excellent solutions and services."

Barracuda RMM (formerly Managed Workplace)

The RMM solution Managed Workspace has changed hands several times over the past few years and now also the name. She joined security provider Avast in 2016 when she took over antivirus specialist AVG. In spring 2019, it was sold to Barracuda MSP, the managed services division of Barracuda Networks. In early 2021, the name Managed Workplace was then changed to Barracuda RMM. At the end of 2020, Barracuda MSP also expanded its sales in the DACH region with Kay-Uwe Wirtz as the new Regional Account Director MSP and Dimitri Papaefthymiadis as the new Senior Sales Engineer.

Barracuda RMM makes it possible not only to manage devices and provide support remotely, but also to monitor the network and automate important tasks. There are also functions for inventory and patch management as well as mobile device management (MDM). A central console and a dashboard are used for control. According to the manufacturer, Barracuda RMM can also be linked directly to PSA tools from, for example, Datto, ConnectWise, Tigerpaw, ServiceNow and Salesforce.

One of the long-term users is Sotec GmbH from Laudenbach. The MSP mainly counts smaller companies among its customers, which it supplies via remote services. Sotec managing director Oliver Th. Fritz particularly likes various functions for security assessment, inventory management, managing security patches and a complete virus protection in the solution. The custom reports on the customer's security situation that this makes possible have proven to be a big plus, especially in the context of the GDPR.

  1. NinjaRMM
    The US provider NinjaRMM is aimed directly at MSPs with its modern remote monitoring and management platform.
  2. Atera
    Atera's RMM platform offers patch management, root cause analysis and much more.
  3. Autotask
    Autotask's RMM solution dashboard.
  4. ConnectWise
    ConnectWise supports customized dashboards for the various hardware platforms.
  5. Continuum
    Overview of the various modules of the Continuum RMM solution.
  6. Kaseya
    Kaseya unites IT management in a single, clear console.
  7. Solar winds
    Solarwinds enables a direct overview of, for example, the CPU performance of the monitored machines.
  8. Server-Eye
    The complete overview of the RMM solution from Server-Eye in the dashboard.
  9. Barracuda RMM
    Central dashboard of the Barracuda MSP RMM solution.

ConnectWise and LabTech

In June 2016 ConnectWise released version 11 of its LabTech software. A year later it became ConnectWise Automate. The most important new functions include a revised user interface, a newly developed patch manager and many other detailed improvements. LabTech 11 came from the LabTech company of the same name. The new ConnectWise Automate is part of the company's business suite, which also includes functions such as CRM, help desk, project management and financial management.

In 2019, the company also took over the RMM specialist Continuum and integrated it into its portfolio. However, the Continuum brand has now merged into ConnectWise. ConnectWise Assist is based on Continuum Assist, ConnectWise Command is based on Continuum Command, ConnectWise Fortify is based on Continuum Fortify) and ConnectWise Recover is based on Continuum Recover.

Atera

The RMM provider Atera has also recently started operating in Germany. The company has a completely self-developed, cloud-based RMM solution as well as Professional Services Automation (PSA). It is marketed by directly supported partners who receive German-speaking support and should benefit from a clear and simple price structure.

General manager is the experienced sales professional Jan van der Marel. He has an easily accessible and intuitively usable product at his disposal, although not every function imaginable in an enterprise environment is available. "Our platform is modern, easy to understand and pleasant to use," says CEO and Atera co-founder Gil Pekelman. Therefore, hours of training are not required before deployment.

Kaseya

The Irish provider Kaseya opened an office in Munich a few years ago. The company develops software for comprehensive IT management solutions for managed service providers as well as small and medium-sized companies. The most important functions include automated system management, auditing and inventory, backup, desktop migration as well as antivirus and discovery. The info center collects important information, while the mobile help desk ensures that tickets can be processed while on the go. Other supported functions are patch and policy management as well as various monitoring options.

In 2018, the company acquired RapidFire Tools, a provider of IT assessment and compliance software, and then Spanning Cloud Apps. Kaseya wants to strengthen its portfolio in the areas of backup and recovery for SaaS applications (Software as a Service). The company had previously swallowed Unitrends, a provider specializing in backup and business continuity, under the leadership of CEO Fred Voccola. Voccola: "Our mission at Kaseya is very simple. We always want to deliver the best possible result."

Server-Eye

Server-Eye is a product of Krämer IT Solutions GmbH based in Eppelborn in Saarland. The company is committed to nothing less than "making system houses future-proof". The basic functions of its RMM software include IT monitoring, managed antivirus, patch management and remote maintenance. The Online Control Center runs directly in the browser. Server-Eye should be able to be installed and used within just a few minutes.

With Server-Eye, partners can offer their customers comprehensive IT monitoring. This way, errors should be able to be identified before they become problems. According to the provider, further advantages are increased availability, 24/7 monitoring with extensive alerting options, free test periods for customers and extended reporting functions.

NinjaRMM

The American specialist for remote maintenance and management software NinjaRMM has also recently expanded its product range and now supports around eight additional languages. This means that the company's RMM solution is available in a total of twelve languages. This should facilitate entry into the European markets. "We are pleased to be able to offer additional international users a better user experience for remote maintenance and management with the addition of eight new languages," said Salvatore Sferlazza, CEO of NinjaRMM.

NinjaRMM's most important functions include multi-platform endpoint management, custom monitoring and alerting, patch management, IT automation, endpoint protection, remote access, backup and a mobile app. According to the company, this allows employees to be supported more efficiently remotely, the security of their end devices to be improved, software to be provided more quickly and changes to be made to the clients, as well as to guarantee secure access for remote employees to the company's internal infrastructure.

In spring 2021, NinjaRMM presented the new version 5.1 of its RMM solution. It includes improved integration with Autotask PSA, an expanded API and user interface improvements. The company has also developed a new iPad app that admins can use to access the solution remotely.

Solar winds

The Texan company Solarwinds does not specialize in solar energy, but in solutions for IT infrastructure management. Solarwinds products provide performance monitoring for servers and hundreds of directly supported applications. This allows you to keep an eye on central resources such as CPU, main memory and data carrier usage on behalf of the customer. Any server problems can be resolved remotely. For example, with the Server & Application Monitor from Solarwinds, processes that have gotten out of control can be ended or services started and stopped.

Solarwinds is also on a shopping spree. In 2018, for example, the company took over the Berlin-based access rights management specialist 8MAN. Solarwinds no longer protects against external dangers, but now also protects against internal ones. The company is at the center of the so-called SolarWinds hack, which became known after the IT security company FireEye was targeted by hackers. (rw)