FAQ

Remote Monitoring and Management (RMM) is a remote monitoring software that allows Managed Service Providers (MSPs) to monitor as well as manage network endpoints, computers, mobile devices, and entire IT infrastructure remotely from a centralized console.

The RMM identifies and reports problems to the service providers, allowing experts (RMM experts) to fix such identified issues. It involves in active maintenance updating the OS, antivirus definitions, de-fragmenting hard disks and more. The RMM software is a handy and an efficient tool for system administrator.

RMM software, also referred to as network management software is an applicattion that provides MSP's (Managed Service Providers) complete visibility and control over the networked systems they manage. RMM software enables remote endpoint monitoring, remote destkop sharing, PSA (Professional Services Automation), automatic support ticket generation and management, and policy and job definition. Many companies today have the need for some kind of remote management and monitoring, and MSP RMM sofware can provide a great deal of assistance. However, when you check out these programs you wil find many different types and there are so many choices it can be confusing, So what can you do?  4 Things RMM Software Must Do for Customers

1. Task Automation

2. Solve Problems without Client Interruptions

3. PSA Integration

4. Monitor Mobile Devices  

Today's IT companies have many responsibilities and some jobs are still done by hand. For example, when you need to upgrade software programs you cannot always upgrade immediately and some upgrades must be done manually. However, thanks to the patch management functions of top RMM software, you can schedule upgrades at the most convenient time, and this can all be done from the control panel. Does your staff spend a great deal of time with customers? If your people are answering phones and taking care of the day to day business, it can sometimes be enough to keep more than one person busy full-time. So, what is RMM software designed to do? It can provide you with an automated service desk. Service Desk gives you the opportunity to provide you with your own portal. You can log in to the system and create your own trouble tickets, which are automatically prioritized, routed and tracked. This gives you a 24 hour customer support feature without the need to pay people around the clock to be there. Support tickets can be accessed from a number of sources when you use Comodo One RMM software. For instance, you can use the phone or email and they are available from any endpoint. Plus, if you are traveling or away from the office, you can access the system any time you like with Comodo One's mobile app.

An MSP is there to provide excellent service by solving clients' problems. When there is an IT problem reported, we (as the MSP) take care of it and with the least amount of interruptions to the client. After all, this is what you are paying for and "downtime" is a word which is not is in our vocabulary. So, what is RMM software supposed to do about problem solving? It starts with security issues. For example, effective remote monitoring is designed to catch small problems before they have the chance to escalate. Here is an example: A customer's employee downloads a simple program to expand his clipboard capacity (to make copying and pasting easier). However, his computer does not recognize a small malware program inside. With enhanced monitoring systems like Comodo One, this program will be spotted and quarantined, so it won't be allowed to spread throughout the company. This is only one example, of how your RMM software can solve issues without bothering the client or causing downtime.

You still need to conduct a business, send invoices, deal with vendors, pay employees and many other things. What is RMM software going to do about automating professional services? Some programs (like Comodo One) are designed to integrate PSA features with remote monitoring software. This is why you get an automated service desk. It gives you more time to attend to other aspects of your business or just simply relax.

What is RMM software going to do about the mobile market in the 21st Century? Think about this. Do you know anyone who doesn't own a smart phone, laptop or tablet computer? Chances are, most business people own all three of these mobile devices and they are one of the best ways to keep in contact with your staff when you or they are not in the office. However, all these devices are part of a business network and an MSP must be responsible for their safety and security as well.

An RMM program is deployed through an "agent" (a small software footprint), which is installed on client systems, workstations, servers, mobiledevices etc. It's these agents that send back to the MSPs information about client machines; the information includes machine status, machine health etc.  Thus the MSPs, by deploying RMM tools, gather insight into client networks. They are thus able to monitor machines remotely, maintain them and keep them up-to-date and even get the machines to stay ahead of issues and resolve them remotely.

An alert (often referred to as a 'ticket') is created when one of the agents deployed on a machine/network detects a problem. This ticket is sent to the MSP. The MSP then takes the necessary action to get the issue resolved. Tickets are classified on the basis of the type of the issues and their severity; this kind of clarification helps MSPs identify issues as critical or non-critical.

RMM

Remote management and monitoring software for MSP bussinesses has three basic componets, web interface, administrator console and rmm agent. Let's look closer to see what happens in this process and why the RMM agent is so important.

First, let's touch briefly on the Web interface component. This allows you to contact the World Wide Web via the software program. The Web interface greatly simplifies the process, beause no web browser is needed as a "go between". This saves time and simplifies things.

Admin Console

This is the main management software which is installed on workstion or server computers in the network. It has several jobs. For example: Defines policies Configures and responds to all endpoints Responds to desk tickets RMM Agent Agents are the "data gathers" for the admin console and all the componets of the network. Once they are installed, the admin console has the capability to monitor the network. For security and better communications, agent must be installed on every endpoint i the network. This includes workstations, server and all mobile devices. Agents regularly provide information to the admin console about status and health. This lets the MSP know what is going on in the network at all times. The RMM sofware agent makes it possible fothe MSP to make sure all sofware is up to date. This provides a proactive approach t managed services. This way, the client or MSP does not have to provide manual or individual roports on the status of the network or any component.

Troubleshoot within the Network

Suppose one of the computers is behaving erratically. An alert ticket is sent to the admin console by the RMM agent. If the trouble is possibly from an unauthorized activity within the network, it is assigned a top priority and acted upon. In fact, the admin had the ability to prioritize all trouble tickets so the most important issues are taken care of first. This allows the MSP to take care of most problems before the actually become problems.

Fast setup & deployment

Fast setup & deployment Quickly import users, devices and endpoints via full LDAP and Active Directory integration.

Panoramic Control

Panoramic Control Essential solutions are managed through one interface allowing you to view, manage and understand customer requirements like never before.

Save time & money

Automate your daily tasks and standardize existing processes to increase efficiency, improve quality-of-service and deepen customer relationships.

Automation

Built-in wizards let you create reusable processes to solve even the most complex customer issues.

Reports & Logs

Quickly generate extensive reports on discovered threats, device and endpoint events, user activity, push statistics and more.

Latest OS Support

Provide service to customers running even the latest OS builds and releases.

Endpoint Security is a centralized approach to protecting all endpoints - servers, desktops, laptops, smartphones and other IoT devices - connected to the corporate IT network from cyber threats. This methodology enables efficient, effective and easier security management. Some vendors offer Endpoint Security systems that includes antivirus, firewall and other high defined security software. When any device-smartphone, laptop, tab etc- is connected remotely to a network, the endpoint thus created would provide an entry point for threats and malware. Endpoint security is all about adequately securing such endpoints and thereby securing a network by blocking access attempts and such risky activities at endpoints. Today, as more enterprises adopt practices like BYOD and also as incidences of mobile threats are consistently on the rise, endpoint security becomes highly relevant. Employees today connect to company networks using their laptops or mobile devices, from their homes and also while on the move. In this scenario, when security perimeters tend to be undefinable and ever-shifting, a centralized security solution won't be adequate. It's here that endpoint security comes in, supplementing centralized security measures with additional layers of protection at endpoints, which are not just entry points for threats and attacks, but points of egress for sensitive data (corporate and personal) as well. Companies need to ensure that endpoint devices meet security standards; this has to be ascertained before such devices are granted network access. Endpoint security helps enterprises maintain greater control over all access points and also helps block threats and access attempts effectively. Endpoint security tools also help monitor for, detect and block malicious activities. An endpoint security system typically consists of a centrally located security software (which is located on a centrally managed server or gateway within the network) plus the client software that's installed on each endpoint or endpoint device.

The Endpoint Security Solutions works on a client-server model. Within the network there would be the security software, located on a centrally managed and accessible server or gateway. On each endpoint or endpoint device would be located the client software. The security software authenticates logins made from the endpoints and simultaneously updates client software when needed. Endpoint Security Solutions also works as a SaaS (Software-as-a-Service) model; here the security programs and the host server are both maintained remotely by the merchant.

An endpoint is always a potential entry point for threats. Endpoint devices, including smartphones, laptops, tablets can be used by cyber criminals to attack networks with malware that could help them steal data from the network systems.

Today, the risk is even bigger as enterprises all over the world adopt practices like BYOD (Bring Your Own Device) and personal devices- smartphones, tablets etc- are connected to enterprise networks. Mobile threats have shown an increasing trend in recent times. People even connect to organizational networks using their home computer.

In such a scenario endpoint security gains significance since it supplements centralized security solutions with additional protection and prevents threats to secure the network. Endpoint devices would need to meet security standards before being granted network access; this would help prevent threats to a great extent.

Endpoint security software also helps in monitoring endpoints and endpoint devices for risky and malicious activities.