45% of small business (15-200 employees) utilize a managed services provider for their day-to-day IT activities. Remote monitoring and management or RMM for short, is the most important toolkit for a managed services provider (MSP). It allows you to see in real-time resources being consumed, files being accessed and other activities. If any of these are anomalous, you can remotely connect to the PC, laptop or server and resolve the issues. Another important aspect of RMM are workflows. Workflows allow a PC, laptop or server to self-heal.
For instance, if you have a non critical process consuming 95% of available memory, a notification will be sent to the RMM within 30 seconds, the RMM will kick-off a series of steps to validate the system, then run a series of commands to kill processes of the top memory consumers all in a matter of seconds. Workflows are the easiest tool to run, but can be very complex to configure depending on your skillset and knowledge of “if this, then that”.
Once you have identified your top trouble tickets, it would be efficient to convert the manual steps in to an automated workflow, thus reducing your time to resolution. Along with workflow automation is the integration of a helpdesk solution (not technicians) but the solution that alerts technicians to user requests and what severity they are.
All of the tools and many more are used in Premier Broadband & Consulting’s managed services package to minimize issues and downtime. If you are looking to focus on projects, but do not have a team that can work on day to day issues and projects, please contact us and let us become Your Trusted IT Partner.
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