MSPs: Achieving Predictability in RMM

 A defined service offering – The scope of RMM can creep in a lot of directions, so it’s important to specify exactly what service(s) you’re providing, to which endpoints, what service levels are included, etc. Without some level of definition, you’re responsible for fixing any kind of issue that arises network-wide. Much of this can be outlined within a service level agreement (SLA), which documents the details of your offering and communicates it to your customer.

Defined configurations – No MSP can grow its RMM business with each endpoint being a unique one-off configuration. Every part of your managed endpoints needs to be defined: how systems are set up, how they are kept updated and secure, where applications are installed, how are they configured … And the list can (and should) go much deeper. The goal is to keep everything you’re responsible for monitoring and managing identical, so techs spend their time addressing issues and not wasting it getting acclimated to the particular configuration of the impacted system.

Defined processes – This applies to both your proactive tasks – such as monitoring (for example, what’s being monitored and what are the thresholds used), updating of operating systems or applications – as well as reactive measures, such as the specific tasks used (whether manual or automated) your techs perform when a given problem arises.

Real-time management – Your RMM business should have response times defined in an SLA. This means you need to identify and fix problems as quickly as possible to keep your customers happy and productive. Find a solution that provides you with as close to real-time information as is possible. This way, your techs are made aware of issues far more quickly, speeding up response time. Further, with up-to-date detail on a system’s state, performance, configuration, etc., your techs will be empowered to make better decisions on how to address an

Automation – Your predictable RMM business needs lots of this. Utilize automation both in the sense that tasks normally performed manually are done automatically (and, by definition, consistently, which leads to predictability), but also in the sense that the system should be integrating monitoring and response together, automatically addressing issues without necessarily requiring human intervention.

Core functionality-focused – It’s great to have lots of RMM bells and whistles, but the right solution for you is the one that provides the automation, management and remote control that aligns with your service offering. (For example, chat functionality, while it can add value, may or may not be of use in your particular business.) At the same time, that core functionality needs to include enough capabilities to meet the needs of your customers within a single solution. In an ideal situation, you find a happy medium between the single “best in class” solution with everything included and the mixture of many “best of breed” solutions – all in one solution.

Productivity designed – Productivity breeds predictability. But, admittedly, determining whether a given solution fits the bill here will end up being subjective. The idea is to ensure you have a solution that actually makes your techs more productive, efficient and, ultimately, profitable. Focusing on the ease of use, the speed and responsiveness of platform, and how well the previously mentioned features all add up to making your techs more productive is going to fall on you and the needs of your business.