Cloud RMM: What is it and Why Do You Need One?

How would it change your business if you or your channel partners could monitor, configure, update and maintain equipment and devices from anywhere, in real time?
Cloud RMM: What is it and Why Do You Need One?
Julie Zuckerman
December 13, 2023
Cloud RMM: What is it and Why Do You Need One?
Julie Zuckerman
February 22, 2024

5

min read

Cloud RMM: What is it and Why Do You Need One?

How would it change your business if you or your channel partners could monitor, configure, update and maintain equipment and devices from anywhere, in real time? This is what Remote Monitoring and Management (RMM) offers: real-time monitoring to detect and handle issues, bottlenecks, and anomalies, allowing you to take proactive measures before they impact operations. In this article, we’ll drill down into what an RMM tool can do for you, your customers, and your channel partners.

What is RMM?

Remote Monitoring and Management (RMM) is software that allows OEMs, their channel partners, and end users to remotely monitor, manage, and configure devices and equipment via the cloud. 

Legacy RMM solutions rely on agents installed locally on hardware, devices and machines. These agents collect data, then transmit it to a central on-premises monitoring system. Admins can receive alerts and troubleshoot, update, and manage device performance, hardware status, and security events. 

Advanced cloud-based RMM solutions gather data locally but transmit it to the cloud. This eliminates the constraints of local network dependency. It also provides real-time insights into the performance and security of all cloud-connected resources, wherever they are located. Administrators access all necessary information of the remote monitoring solution via a centralized dashboard and can also send firmware updates remotely. The inherent scalability of cloud-based RMM solutions makes them far more suitable to dynamic business environments.

What is Cloud RMM?

Cloud RMM (Remote Monitoring and Management) is a cloud-based solution that enables remote, real-time monitoring and management of IT infrastructure. It facilitates proactive monitoring of systems and devices from anywhere, offering features like performance tracking, issue alerting, and remote troubleshooting, thereby enhancing operational efficiency and reducing the need for physical on-site maintenance.

Cloud-Based RMM: Critical for Proactive Maintenance and Management

An advanced remote monitoring and management solution can be a proactive guardian for devices and equipment – helping support teams anticipate, prevent, and quickly address issues. The RMM platform helps minimize disruptions, ensure system reliability, and optimize performance by enabling automated and remote management and maintenance. RMM is key to maintenance and management because:

  • Continuous, real-time monitoring and oversight of devices, machines, and systems enables IT teams to identify issues as they arise, often before they escalate into significant problems.
  • Data on system health, performance, and usage enables advanced RMM tools to deliver predictive insights - forecasting potential issues or bottlenecks and preventing downtime or failures.
  • RMM software may send automatic alerts to the relevant parties when incidents such as anomalies or potential problems in monitored systems are detected. These alerts prompt IT teams to investigate and address issues promptly, minimizing the operational impact.
  • Full remote access capabilities mean that IT personnel can troubleshoot and resolve issues from a centralized location – saving time and resources by eliminating the need for physical visits to each device or location.
  • RMM keeps systems up-to-date and secure with proactive maintenance like updates, patches, and fixes remotely – shrinking the potential cyberattack surface and lowering the chances of disruptions.

What are the Benefits of Cloud-Based RMM? 

By seamlessly, proactively, and remotely orchestrating physical assets without an on-site presence, cloud-based RMM enhances production efficiency and ensures uptime, while lowering support overhead. Advanced RMM solutions enable: 

  • Device visibility and control – Advanced cloud-based RMM enables end users such as IT managers as well as OEMs and channel partners to get a real-time picture of all device health across all sites and all customers.
  • Operational efficiency – On-site visits are time-consuming and expensive. With advanced RMM systems, the vast majority of issues, updates and even maintenance are solvable from the cloud, completely remotely.
  • A superior user experience – RMM helps IT professionals manage their devices, monitor health and send basic commands remotely, leading to a smoother user experience. For manufacturers and their support partners, RMM’s powerful capabilities allow them to differentiate their offerings and provide greater value, thereby delivering a better overall service to their customers.
  • Real-time monitoring - RMM solutions track and analyze real-time information from any device, anywhere. By gathering comprehensive data on hardware and software performance, RMM software empowers administrators to fully understand system status and make more informed decisions.
  • Remote issue resolution - RMM software enables support teams to access and diagnose affected systems without on-site visits. By troubleshooting and resolving issues without physical intervention, manufacturers and their partners can lower disruptions for end-users and minimize truck rolls while still ensuring business continuity.
  • Firmware deployment and updates - RMM enables remote firmware updates across multiple systems simultaneously – making sure users have the latest and most secure versions and enhancing efficiency.

Traditional Cloud RMM Solutions Fall Short

Traditional cloud-based RMM software has inherent shortcomings that make it less useful and less effective than next-generation solutions such as Xyte.

Most offer only surface-level control - providing basic data insights and simple device management options like turning devices on or off. This means they lack the nuanced controls necessary for comprehensive cross-site management. What’s more, legacy cloud RMM systems tend to be static and require manual updates. They’re also less interoperable - struggling to seamlessly integrate with diverse and complex cloud platforms.

Legacy cloud RMM solutions lack dedicated and fully-featured support centers – leaving users and partners without essential ticketing and escalation functionalities when they need them most. These solutions fall short on user friendliness, a significant drawback for hardware manufacturers relying on cloud software for streamlined operations. Architectural limitations including vendor lock-in and poor support for channel partners pose further challenges. Lastly, these solutions lack service-driven and commercialization features, limiting their adaptability in a landscape that is increasingly moving to subscription-based business models. 

How Can Xyte Help with Your Remote Monitoring and Management Needs?

Xyte Device Cloud offers next generation RMM services, redefining efficiency and streamlining device operations with an advanced cloud-based infrastructure. 

Xyte’s asset management solution enables OEMs and their partners to remotely track and analyze real-time information from any device, at any time. This includes a fully-federated, white-labeled solution for the OEM’s customers to set up, configure, manage, and monitor an unlimited number of devices, including telemetry monitoring, installing firmware updates, and more, thereby eliminating the need for costly on-site visits. Within the platform, the Xyte Support Center enables OEMs and their channel partners to rapidly investigate and resolve issues remotely, with integrated ticket management and routing and support for predictive maintenance to anticipate equipment failures before they occur, preventing downtime and ensuring continuous operations.

Xyte’s intuitive design boasts an easy-to-navigate, modern, user-friendly interface coupled with key features designed specifically for hardware manufacturers. The solution’s flexible and scalable architecture enables compatibility with a wide range of devices and equipment, offers seamless integration with existing systems, and eliminates the limitations of single-tenancy and vendor lock-in. Xyte offers built-in enterprise-grade support for GDPR, CCPA, SOC2 and other privacy, security and compliance regulations, per geography. Finally, Xyte’s built-in as-a-service capabilities and attractive financing partnerships help manufacturers and their partners smoothly commercialize hardware offerings and more effectively expand revenues.

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