The Beginner’s Guide to Remote Monitoring and Management (RMM)

In today’s increasingly connected world, it’s hard to ignore the growing number of internet-enabled devices that surround us. From workstations and personal computers to servers, printers, and even smart refrigerators, businesses and individuals alike rely heavily on these devices to function smoothly in their daily lives. These products, also known as endpoints, include everything from routers and access control systems to kiosks and point-of-sale (POS) systems.

But as wonderful as this connectivity is, it comes with a downside. Devices break down, malfunction, become security risks, or run outdated software, creating a nightmare for users and businesses alike. A single malfunctioning device can lead to major disruptions. Let’s say a busy shopping mall's kiosk crashes, preventing customers from getting information or completing transactions. Or imagine an access control system in an apartment building that suddenly goes offline, leaving residents either locked out or at risk of a security breach.

And it’s not just small, isolated incidents like these. The recent CrowdStrike outage showed how widespread and damaging it can be when connected devices fail at scale. With so many devices to keep track of and maintain, how do companies stay ahead of potential issues? The answer lies in remote monitoring and management (RMM) software, a solution designed to monitor, manage, and secure endpoints in real time. But what exactly is RMM, and how does it help? And what can it not do?

If you’re new to the space or simply want a quick-ish refresher, this Beginner’s Guide is for you. But before you dive in, you might want to know what you’re getting into. Here’s your summary:

TL;DR for RMM

Remote monitoring & management (a.k.a. “RMM”) software helps IT professionals — and connected product teams — monitor, manage, and troubleshoot remote devices (endpoints) like computers, servers, printers, kiosks, signage, cameras, IoT devices, and more, all from a central platform. Agents installed on these remote devices collect data and enable real-time remote control. RMM is distinct from Mobile Device Management (MDM) and remote desktop software. RMM is essential for tasks like patch management, proactive maintenance, and security. RMM is widely used by IT teams, help desks, technical support teams, Network Operations Centers (NOCs), and Managed Service Providers (MSPs) to prevent downtime and streamline operations of critical business technology.

What Is Remote Monitoring and Management Software Not Used For?

Before jumping into what RMM software is and how it works, it’s useful to understand what it doesn’t do. Many people conflate different types of remote device management tools, but there’s a difference between RMM, mobile device management (MDM), and remote desktop software.

MDM software, like 42Gears, Hexnode, and VMware Workspace ONE, is designed specifically for managing mobile devices such as smartphones, tablets, and even laptops. MDM allows IT administrators to deploy applications, manage security settings, and perform remote wipes or locks if a device is lost or stolen.

On the other hand, remote desktop software focuses on granting users access to their computers from anywhere in the world. Popular tools like Windows Remote Desktop, TeamViewer, and Splashtop allow users to control another machine remotely, often to provide support or access files on the go.

So where does RMM fit into the picture? Unlike MDM and remote desktop software, RMM software is all about managing a broader range of remote devices or endpoints. These include everything from PCs (desktop, laptop, Windows-based, Linux-based, or Mac) to printers, IoT devices to self-service technology like kiosks. Remote monitoring & management is focused not just on controlling these remote devices but also monitoring their performance, managing their configurations, applications, and settings, automating processes wherever possible, and providing for endpoint security. RMM is about creating agency for technical teams who are nowhere near the physical devices or endpoints.

MDM software, remote desktop software, and RMM software are all types of remote device management (RDM) software. For detailed look at the broader category of remote device management, check out this helpful Guide to Remote Device Management.

What Is Remote Monitoring & Management?

Defined, remote monitoring and management (RMM) is a type of software that enables IT teams and IT departments, NOCs, MSPs, technical support teams, and connected product teams to monitor, manage, and troubleshoot remote devices — or endpoints — from a central location. RMM is used for device resetting, restarting, and rebooting; for patch management, firmware management; workflows and automations; integrations with enterprise software; cybersecurity,  

Using RMM, an IT professional or technical supporter associate is able to control devices through remote access. They no longer need to go on-site, whether to an employee’s office desk (or home!) or to a business location to fix problems or perform updates. This critical function eliminates expensive travel costs (i.e. “rolling a truck”) to get physically in front of a user.

Instead, through remote access, experts can monitor the performance of devices and systems in real-time, regardless of where those devices are physically located, manage those devices or products remotely, and even automate processes.

Think of RMM as a remote "caretaker" for all your devices. It keeps an eye on things like system performance, software updates, and security issues, alerting IT professionals to potential problems before they escalate.

Endpoint Management With RMM Tools

Endpoints that can be managed via RMM software include:

• Workstations (Microsoft Windows, macOS, Linux)
• Computers (desktops, laptops a.k.a. PCs)
• Servers
• Printers
• Network switches and routers
• Peripherals (e.g., keyboards, mice)
• Audio-visual (AV) equipment
• IoT devices
• Connected products (i.e., Kiosks, point-of-sale systems, access control systems, IP cameras, security systems, digital signage, smart lockers, smart vending machines, sports simulators, and countless other products)

(But not mobile devices, which again are mostly commonly managed by mobile device management software.)

The phrase, “Remote monitoring and management,” includes “remote monitoring” and “remote management.”

Let’s briefly talk about these two aspects of RMM.

Remote Monitoring for Real-Time Observability

Remote monitoring software tracks the health, performance, and security status of devices and networks in real time. Monitoring tools help IT teams detect anomalies, performance issues, and potential security threats before they affect business operations. Learn more about remote monitoring.

Remote Management for Integrations, Patch Managment, Automations, and Workflows

Remote management, on the other hand, focuses on actively controlling devices and making changes as needed. A management platform updates, applying security patches, changing configurations, and even rebooting machines remotely. It’s about fixing issues that the monitoring system detects, often before the end user is even aware of them.

How Does RMM Work?

RMM starts with the installation of small software agent devices that need to be monitored and managed. RMM agents continuously collect data about the device’s health, performance, and security status, such as CPU usage, disk space, software versions, and potential vulnerabilities.

As the name “agent” suggests, agents give agency — i.e., the ability to control remote devices — to IT professionals and technical support teams.

→ Learn more about agents: What is an RMM agent?

Staying Connected With RMM Tools

One of the standout features of RMM tools is their ability to navigate through complex network environments. Those agents need a way to keep in touch! So whether devices are connected via mobile networks, behind firewalls, or using Wi-Fi, RMM solutions use communication protocols like MQTT and SNMP to ensure reliable data transmission and remote control. This adaptability is critical when managing large and diverse IT infrastructures.

So, what are the two major types of RMM? One focuses on IT infrastructure, while the other is tailored for connected products. Let’s explore both in more detail.

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RMM for IT Infrastructure

RMM for IT infrastructure is essential for organizations with large networks of computers, servers, and other traditional IT assets. RMM is integral to running an enterprise organization’s IT systems. In this context, RMM tools help IT teams manage everything from desktops and laptops to servers and network devices.

IT management is about more than just keeping computers online — it involves securing systems from cyber threats, automating routine maintenance tasks, handling patch management, and ensuring that devices are running the most up-to-date software. Given that a single instance of ransomware can put an entire organization at risk, RMM software is crucial.

For instance, RMM tools can automate the deployment of patches and updates for operating systems like Microsoft Windows, Apple macOS, and Linux, making it easier for IT teams to stay on top of maintenance tasks.

Take the example of Kaseya, a cloud-based RMM platform for IT management. Kaseya helps organizations like Jacobs Engineering Group automate their entire IT infrastructure management (Case study). By using Kaseya VSA, the Jacobs team can handle tasks like patch management, software deployment, and even cybersecurity measures remotely, minimizing the risk of downtime and vulnerabilities across their IT environment.

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RMM for Connected Products

While traditional IT infrastructure involves managing computers and servers, RMM for connected products focuses on devices like kiosks, POS systems, digital signage, and access control systems. These products are typically deployed in retail environments, public spaces, or as part of smart building infrastructure, and they need to be monitored and managed just as closely as traditional IT assets.

One of the most important decisions companies must make when adopting RMM for connected products is whether to build their own solution or buy a pre-built RMM platform. Building a custom RMM solution may offer more flexibility but comes with higher upfront costs and development time. On the other hand, buying an RMM solution allows companies to hit the ground running with a platform designed specifically for connected products. For a deeper dive into this decision-making process, bookmark Build vs. Buy for RMM. See also What is Remote Device Management (RDM)?

A great example of RMM for connected products in action is the ButterflyMX access control, security, and smart intercom system, which is widely used in apartment complexes. By using RMM software from Canopy, ButterflyMX can proactively monitor their devices, resolve issues remotely, and reduce the need for on-site maintenance, all while improving the user experience. You can read more about their story here.

Do You Know Canopy is RMM for Connected Products? 👋

Canopy provides remote monitoring and management software for connected products like self-checkout kiosks, security systems, smart lockers, and point-of-sale systems, giving these products the ability to see and solve problems often automatically. Armed with increased visibility into product health, technical support teams can proactively attack downtime through automated remote device management, preserving company resources, reputation, and the customer experience.

What Is RMM Used For?

RMM software has a broad range of uses, depending on whether it’s deployed in the IT space or for connected products. Some common use cases include:

Security management: RMM tools help IT teams detect and prevent cyber threats by monitoring system vulnerabilities, deploying antivirus software, and keeping devices up to date with the latest patches.

Application management: IT teams can use RMM tools to manage and update software across multiple devices, ensuring that every endpoint is running the correct version.

Patch management: Whether it’s a server or a POS system, keeping devices secure means applying patches as soon as they’re available. RMM tools help automate this process, reducing the risk of downtime due to outdated software.

Troubleshooting and support: With RMM software, IT professionals can remotely access devices to troubleshoot problems, resolve support tickets, and address customer complaints in real-time.

Proactive maintenance: By continuously monitoring endpoints, RMM tools can detect potential issues before they cause major problems. This proactive approach minimizes downtime and keeps systems running smoothly.

Device onboarding: RMM tools can streamline the process of setting up new devices, integrating them into existing networks, and applying the necessary security configurations.

In connected product environments, RMM tools are used for:

Updating settings, configuration, and software: Ensuring that IT infrastructure or connected products (like digital signage and kiosks, among others) use up-to-date settings, configs, and software applications.

Automated troubleshooting: Detecting issues in real-time and fixing them before they disrupt service.

Proactive maintenance: Scheduling maintenance checks to keep systems like access control or POS systems up and running without needing an on-site technician.

Who Uses RMM?

RMM software is a vital tool for various teams within an organization. Some of the key users include:

Help desks: These teams rely on RMM software to provide remote support, access devices, and resolve user issues quickly and efficiently.

IT operations and IT support: RMM tools allow these teams to manage day-to-day tasks like patching, system updates, and responding to security threats.

Network Operations Centers (NOCs): Larger organizations with dedicated NOCs use RMM to monitor the health and performance of their entire network. NOCs help ensure that network issues are detected and resolved before they escalate, often using automation to streamline these processes.

What About Managed Service Providers (MSPs)?

Managed Service Providers (MSPs) are a critical part of the RMM ecosystem. MSPs offer outsourced IT services to companies that may not have the resources to manage their own infrastructure. By using RMM software, MSPs can provide continuous monitoring, security updates, and troubleshooting for their clients’ systems.

The MSP business model relies heavily on service delivery through RMM platforms, enabling them to manage thousands of client endpoints simultaneously. Tools like Atera and ConnectWise are popular among MSPs in the IT infrastructure space for their ability to handle everything from patch management to troubleshooting, allowing MSPs to deliver exceptional service at scale.

MSPs for connected products include Ricoh, Telaid, BDS, KIS, and Burroughs, among others. These companies specialize in offering support and services for a wide range of connected products, including digital signage, kiosks, POS systems, and more. They provide installation, maintenance, and troubleshooting services — as well as field service expertise through extensive networks of technicians over large geographic areas.

Entire guides could be written just about MSPs. For example, professional services automation (PSA) integrates with RMM tools to bring functionality such as ticketing and help desk management, project management, time tracking, service delivery optimization, and more. PSAs combine with RMMs to round out a management platform for automating (and streamlining) operations for MSPs (and IT service providers).

Concluding Thoughts

Remote monitoring and management (RMM) software plays a crucial role in today’s tech-driven world. People rely on technology to work and RMM helps make that happen.

Whether managing traditional IT infrastructure or overseeing connected products, RMM helps businesses monitor, manage, and secure their endpoints effectively. While we didn’t delve into pricing, RMM platforms are typically priced on a per-device basis, making it scalable for businesses of all sizes.

RMM a niche topic — this beginner’s guide was anything but easy reading! If you’d like to explore more about remote device management, check out these additional resources: The Remote Device Management Guide and The Guide to Connected Products.

If you have questions or comments, reach out.

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