Managed Service Provider: Is your Remote Monitoring and Management vendor hindering your ability to service your clients?
One of the more important services that managed service providers (MSP) provide to their clients is monitoring of their platforms and applications. Ensuring that critical business applications, surrounding hardware and network equipment are healthy and available is vital to businesses and their financial wellbeing.
Most MSPs rely on third party vendor solutions for their remote monitoring and management (RMM) capabilities. There are a small number of vendors providing solutions in this space, and all of them utilize a central server design. The central server design places the core functionality of the solution in a server install. The central server also serves as the traffic cop for all communications and control for the solution across all of an MSPs clients.
The central server design dictates that vendors follow release cycles for their solutions where new functionality is introduced. Release cycles can range from eight to fourteen months, or longer depending on the vendor. The introduction of new functionality is normally dictated by customers based on their size and revenue contribution. Smaller customers can have little to no influence on the process.
MSPs can have a wide range of clients with different needs. They can have different network designs, as well as a wide range of applications both on-premise and cloud that they use to run their businesses. These applications are critical to businesses, and many of them can have some very specific monitoring needs to ensure that they are healthy and available.
So here is the question. How well do the third party RMM vendor solutions address the varying needs of MSP clients? The answer in many cases is not very well. The inflexibility of RMM solutions force MSPs to treat their clients with a “one size fits all” mentality with regards to their monitoring services. The inability of the MSPs to delineate their services based on individual customer needs hinders their ability to service their individual customers, and adjust to their constantly changing requirements.
Vallum Software was founded on the idea of delivering a RMM solution that was both cost effective and flexible. A next generation architectural approach that allowed MSPs to deliver specific services to their clients when they need them. We believe that we have succeeded with the Halo Manager. A fully functional trial download of the Halo Manager is available on our website. Try it out, and we welcome your feedback and comments.
About the Author:
Lance Edelman is a technology professional with 25+ years of experience in enterprise software, security, document management and network management. He is co-founder and CEO at Vallum Software and currently lives in Atlanta, GA.