What is RMM?

A complete guide to remote monitoring & management.

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Today, remote and hybrid work models are the new normal. Consider these numbers: 74% of U.S. companies are using or plan to implement a permanent hybrid work model, with 63% of high-growth companies using a “productivity anywhere” hybrid work model. As modern businesses rely on technology more than ever, remote monitoring and management (RMM) software is crucial in supporting employee productivity and employee experience no matter where their employees work on any given day.
Worker using GoTo Resolve’s remote monitoring and management software on their laptop.

What is Remote Monitoring & Management (RMM)?

RMM is a type of software that enables IT professionals to remotely monitor and manage a company’s IT infrastructure. This includes visibility to all endpoints (any device that is connected in a network, such as end user computers, mobile devices and company servers). This allows IT teams to monitor the health and status of their devices and take proactive action to keep them all secure and up and running.

Bottom line—RMM software allows businesses to track and monitor the performance of their IT assets, as well as detect and address issues on client endpoints, networks, and computers.

Who uses remote monitoring and management software?

  • RMM for SMBs

    Today, small and midsize business (SMB) IT teams are juggling increased expectations for supporting flexible work with similar headcounts, often unruly tech sprawl, and unrelenting security challenges. RMM tools allow them to stay on top of their IT infrastructure to support employee productivity and business security, anywhere and at all times.
  • RMM for MSPs

    As work becomes more complex to support, more companies are turning to managed service providers (MSPs) to manage their IT infrastructures. RMM software provides automation and monitoring that enables MSPs to virtually be in more than one place at a time, satisfy their customers, and keep techs from being overworked.

What can you do with RMM? Main RMM functions:

The right RMM capabilities let you stay on top of all your IT needs. Here’s what to look for.

Device Management

No matter where your IT teams or end users are located, you can automate manual tasks across tens or thousands of computers quickly and easily to ensure devices perform properly.

  • Device Mass Deployment
    Keep devices up to date in bulk with no hassles, no interruptions. Seamlessly deploy host software to multiple computers silently in the background using an MSI/PKG/APP installer.
  • Device Labeling
    Search through, and filter, your IT infrastructure, quickly, by assigning tags for selections, devices and distributed devices among administrative groups.
  • Background File Manager
    Fix problems and execute maintenance tasks without interrupting users while they work. View and securely transfer, move, and manage files from deployed hosts in the background.
View of GoTo Resolve’s device management tab using file manager feature to transfer files between computers.

Device Insights

Staying in the know about what’s going on across your IT infrastructure reduces the surprises your IT team has to deal with and provides greater peace of mind.

  • IT Alerting
    Get real-time, critical system alerts about issues before they become a problem. Desktop alerting software notifies you when set thresholds are hit, so you can proactively address potentially bigger problems and identify trends.
  • Device Quick View
    How’s the device performing? Check on real-time system diagnostics like CPU, memory, network, processes, and more to see if there is an issue—or not. Then troubleshoot any issues without needing to remote in.
View of GoTo Resolve’s IT alerting feature for new alerting policies including CPU usage, disk space, memory usage, and software inventory change alerts.

Device Action

Once you know there is a problem you need to take care of, you can take actions to address them without inconveniencing the end user.

  • Remote Execution
    Eliminate repetitive tasks by automating manual tasks and workflows across thousands of computers simultaneously. Use pre-written PowerShell scripts to install/uninstall software, push files, run executable files, and update the registry to multiple computers—at once.
  • Remote Terminal
    Access a fully functional command prompt (PowerShell on Windows and Terminal on Mac) on deployed hosts to take care of most, if not all, administrative tasks. Complete multiple tasks simultaneously to save time.
  • Patch Management
    Because security is a priority, patch management allows you to identify, approve, and deploy patches to one or more devices to keep your software up-to-date and protected against threats— without ever interrupting end users.
GoTo Resolve’s device actions feature with remote execution, remote terminal, and patch management capabilities.

Device Security

If your devices aren’t secured, your IT infrastructure could be at risk. Put as many security tasks as possible on automatic for greater ease and peace of mind.

  • Antivirus
    Deploy antivirus software to your devices with the push of a button to protect endpoints from viruses, malware, ransomware, and sophisticated online threats.
  • Antivirus Management
    Easily monitor and manage antivirus software from a single dashboard—request status updates, view a list of threats, and initiate scans.
  • Zero Trust Access Control
    Keep malicious actors at bay on managed devices and provide supply chain vulnerability protection with required verification for each action. More on zero trust below.
GoTo Resolve’s RMM antivirus protection feature in the user interface with options to run a full scan, update virus definition, see last scan report and set up alerts.

RMM Benefits

  • Customer support rep using GoTo Resolve’s RMM software to provide remote support to an end-user

    Boost Productivity

    RMM software keeps everyone working at their best—without disruption. Agents can work in the background to keep devices up and running

  • Remote work employee during an IT support session from their IT support team.

    Maximize Security

    RMM allows you to stay ahead of cybersecurity threats and data breaches. And when it’s built with zero trust security, you can lock out malicious actors.

  • Remote work employee during an IT support session troubleshooting a problem on their phone.

    Reduce Effort

    Make manual tasks a thing of the past. RMM automates tasks that are often time-consuming and mundane for agents.

How to secure RMM access with zero trust

To ensure that remote access actions enabled by RMM are safe and secure, a zero-trust security architecture that takes a “trust nothing, verify everything” approach. With zero trust, any sensitive actions or information invokes an additional verification point, with the intention of countering malicious/unwanted actors.

How zero trust works:

  • Advanced Access

    Agents sign actions with a signature only they know. Advanced access control means no one can modify or create a task on the agent's behalf. (But make sure you don't forget it, because signature keys aren't stored anywhere, for added security.)
  • Verification

    Endpoints never trust blindly. They always verify the signature before granting access, locking out hackers.

What is the best RMM software?

  • One.

    Consolidated RMM platform

    Not all RMM software solutions are created equal. The smartest solution is one that brings everything together—an all-in-one IT support software that puts all RMM functions at the agent’s fingertips, including remote access, antivirus and patch management, IT automation, and more. The result—you have a complete view with control over the entire IT infrastructure through one “pane of glass.”
  • Two.

    Free RMM

    In a recent survey by GoTo and Qualtrics, IT professionals identified not getting adequate budget for IT as one of their top four challenges. But nothing should stand between your organization and a healthy, up-to-date IT infrastructure.

GoTo Resolve is the only free RMM solution on the market today, allowing IT professionals to stay ahead of fire drills and maximize their resources. Now all IT teams can experience the value of moving away from chaotic, reactive support with unrestricted device monitoring, intuitive background access features like a system diagnostics dashboard, Quick View, and unlimited remote access and automation for priority devices– all secured with a first-of-its-kind zero trust architecture.

  • Three.

    Integrations with PSA systems

    MSPs specifically can benefit from seamless integrations between their RMM and Professional Services Automation (PSA) systems—whether it’s invoicing/billing, creating “issue tickets,” time recording or resource management, or client and contract information—to manage services smoothly and efficiently.
  • Four.

    Secure RMM

    It’s no secret that remote access and execution are targets for malicious actors looking to take advantage of supply chain vulnerabilities. That’s why zero trust remote access controls are so important. Other safeguards include permission-based support, government-approved 256-bit Advanced Encryption Standard (AES) and Secure Sockets Layer (SSL), multi-factor authentication, Single Sign-on (SSO), and Active Directory (AD).
  • Five.


    Only 37% of SMB IT leaders report having the ability to identify and self-heal problems with little agent interaction required. Through RMM automation, manual, repetitive IT processes and workflows, such as patch management and software updates can be eliminated. As a result, workload and human error are reduced—and resources can be put to better use on more strategic projects that build your core business.

Best companion software for RMM

  • Remote support

    Even with robust proactive RMM support practices in place, issues pop up that need immediate, hands-on support. Unlike remote access tools, remote support tools let you get into computers without needing to have a client installed, which can be helpful if there’s an issue with the client, if it’s a personal computer, or really for any other reason. Agents can provide end users with on-demand, break-fix remote support for PCs, Macs, iOS, Android, and Chromebooks.
  • Camera sharing

    Remote support use cases extend beyond network-connected devices. Be sure you can support non-connected, physical equipment in remote workstations like printers, monitors, headsets, and Wi-Fi routers. Camera sharing lets you see what the end user sees through their mobile camera and allows you to add on-screen annotations to reduce confusion, friction, and call times.
  • Helpdesk ticketing

    You can easily keep track of all the requests coming in with helpdesk ticketing. By connecting RMM tasks to tickets, you can view the history of issues for specific devices for greater insight. This can also be connected to remote support, allowing your IT team to stay on top of everything you need to take action on.

What about managing mobile devices?

MDM (aka Mobile Device Management) is like RMM for mobile devices with functionality to support mobile devices. MDM makes it easy to bring mobile devices into your IT infrastructure and oversight, especially Mac endpoints. MDM features might include device tracking, passcode policies, and the ability to lock and wipe data on mobile devices.

The future of RMM

The value of RMM is only beginning to be realized as businesses depend more and more on a digital-first, location-agnostic infrastructure. The increased complexity, and dependency on, tech in organizations today stems from increased technology requirements across multiple departments, fragmentation between adopted technologies, and the myriad data collected to further business goals.

Just how fast is tech growing among organizations?

  • RMM Facts

    SMB spending on managed IT services through 2026 will grow at a 14% CAGR compared to a 6% CAGR for total IT spending.
  • RMM Planning

    48% of business executives surveyed by the Wall Street Journal plan to increase spending on cloud-based services in the coming year.
  • RMM Growth

    Roughly 100% growth in MSPs using fully integrated professional service automation (PSA) and remote monitoring and management (RMM) software is anticipated in the next 3 years.

The fact is, RMM isn’t going anywhere but up—with demand continuing to grow. Over $90B in new spending will be created in managed services through 2026. GoTo Resolve will continue to be at the forefront of this evolution, serving SMBs and MSPs with exceptional solutions that help them manage their IT structure—effectively and cost-efficiently.

*SMB IT Quiz Survey, January 2023.