What is RMM software?

What it is

The agent is a background service installed on every managed Windows, Mac or Linux machine. It reports to the provider's RMM server and runs the jobs it is given. Well-known products include NinjaOne, Datto RMM, ConnectWise Automate and the open-source Tactical RMM.

What it does

• Monitoring and alerts: full disks, stopped services, offline servers and failing drives raise an alert.
• Patching: Windows updates and many third-party applications are installed on a schedule.
• Scripts: a fix or a check runs on one machine or a hundred.
• Software installs: applications are added or removed remotely.
• Remote control: the technician sees the user's screen to help them. This runs through the agent, so no remote desktop port has to be opened.
• Inventory: hardware and installed software for every machine in one list.

RMM and MDM

Mobile device management, such as Microsoft Intune, sets policy on a device and reports whether it meets the company's rules. RMM is the technician's toolset for the day-to-day work of keeping machines healthy. They overlap on patching and app installs, and many environments use both. Phones and tablets are normally handled by MDM alone, with Apple devices enrolled through Apple Business Manager.

The security point

An RMM agent runs with full administrator rights on every machine it manages. Whoever gets into the console can run code across the whole company. In 2021 attackers used a flaw in Kaseya VSA, an RMM product, to push ransomware through IT providers to their clients. Ask a provider how their access is protected:

• MFA on the console: every technician login needs multi-factor sign-in, ideally through single sign-on.
• Limited technician access: each technician sees only the clients and actions their role needs.
• Audit logs: every remote session and script run is recorded with who did it and when.

How KawaConnect works with RMM

Monitoring, patching and helpdesk support are part of our managed IT service, and they run through an agent on each managed Windows PC and server. Device policy and encryption are handled in Intune as part of endpoint security.

Learn more

• Remote monitoring and management on WikipediaA neutral overview of what RMM software does and how IT providers use it.
• Mobile device management on WikipediaThe related category of software for policy and compliance on devices.
• Microsoft Intune documentationMicrosoft's documentation for the MDM side of device management.