Mastering ConnectWise Automate: 8 Ways to Optimize Your RMM System

  • MSP+OS Team
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    MSP+OS Team

  • April 28, 2023
  • 5 minute read

Optimizing your Remote Monitoring and Management (RMM) system is critical to stay competitive and deliver the highest-quality services to your clients. 

If you are using ConnectWise Automate, you might feel as if you aren't getting the most out of the tool "out of the box" - and that's because it's highly customizable. You have to put time into configuring this RMM tool to work for your specific business needs.

In this comprehensive guide, we'll explore eight automation strategies for maximizing your ROI from ConnectWise Automate RMM and achieving peak performance. 

1) Optimizing ConnectWise RMM for Effective Endpoint Management

Effective endpoint management is vital for all IT/MSP businesses because it ensures seamless service delivery and a high level of client satisfaction.

ConnectWise Automate comes into play by enabling you to remotely monitor, manage, and maintain various devices across your clients’ networks. This ultimately streamlines operations and reduces downtime. 

For example, MSP+OS collaborated with Terminal B after the company realized their RMM implementation became outdated for their delivery model. MSP+OS' comprehensive approach, which included refining alert thresholds and streamlining reporting, enabled Terminal B to increase their managed endpoints from 850 to 1,006 — without the need for any additional staff. 

Here are some strategies for optimizing ConnectWise RMM for endpoint management: 

  1. Centralize device management
  2. Maintain up-to-date asset inventories
  3. Establish proactive monitoring and alerts
  4. Implement consistent device configurations

2) Advanced Monitoring and Alerting for ConnectWise RMM

Setting up sophisticated monitoring and alerting systems is essential to identify potential issues and address them before they escalate. With ConnectWise Automate's robust capabilities, you can customize thresholds and notifications to keep your team informed of any critical incidents across your clients’ networks. You want to ensure your processes are tailored to produce accurate, actionable alerts, as opposed to false, redundant, or purely informational alerts that only slow down your team. 

Here are some best practices for ConnectWise RMM monitoring and alerting improvements: 

  1. Set up notifications for critical events
  2. Use escalation policies to prioritize alerts
  3. Regularly review and adjust alert settings as needed
  4. Configure alert thresholds based on device types and client needs

3) ConnectWise RMM Automation Strategies

It goes without saying that automation is a game-changer for IT/MSPs, freeing up valuable time and resources so your employees can focus on nurturing client relationships instead of tending to repetitive workflows. There is a wide range of ConnectWise RMM automation strategies to boost efficiency and reduce manual intervention. For example, automated scripts for your RMM range from clearing server drives to holding you in compliance with your MSA

Here are some automation best practices:

  1. Implement automatic patch management processes
  2. Regularly review and optimize automation processes
  3. Identify repetitive tasks and create automated workflows
  4. Utilize pre-built scripts or develop custom scripts for specific tasks


4) ConnectWise RMM Patch Management for Optimal Compliance

Ensuring clients’ systems are up-to-date with the latest patches is a fundamental service for ensuring their security and compliance. Fortunately, IT/MSPs can leverage ConnectWise Automate to automate patch deployment — minimizing risk and exposure with little upkeep. 

For example, MSP+OS partnered with Epoch to bring their RMM knowledge and utilization to the next level. MSP+OS conducted an in-depth review of Epoch’s Automate environment and rapidly increased the MSP’s overall patch management level by 20% through detailed configuration changes and approval standards. 

Here are some ConnectWise RMM patch management optimization strategies: 

  1. Implement patch approval workflows
  2. Communicate patch updates to clients
  3. Monitor patch status and generate reports
  4. Schedule regular patch scans and deployments


5) Mastering RMM Administration

As an IT/MSP shop, you promise clients a well-rounded suite of solutions like monitoring, patching, and more. Your RMM enables you to deliver most of those services, especially as you scale your business. That’s why effective administration of your RMM system is key to maintain peak performance and exceptional client service. 

On this front, ConnectWise RMM admin features empower users operationally. Begin to manage your team’s access, monitor systems health, maintain data integrity, and much more. 

Here are some RMM administration best practices: 

  1. Ensure data accuracy and consistency
  2. Regularly review system performance and logs
  3. Establish access controls and permissions for your team
  4. Collaborate with partners (like MSP+OS) to optimize your RMM setup


6) ​​Increase Efficiency with ConnectWise RMM

Your RMM system may be an untapped opportunity to supercharge the efficiency of your IT/MSP across the board. For example, MSP+OS collaborated with ECSMI when their in-house RMM administration turned out to be overpriced and ineffective. With MSP+OS' mastery of RMM systems, ECSMI wrote and implemented scripts to boost efficiency by 95% — saving $60,000 and 1,000+ hours per year. 

Here are some efficiency tips and tricks to emulate their success: 

  1. Integrate with other ConnectWise products and third-party tools
  2. Use ConnectWise Automate's built-in reporting to track performance metrics
  3. Attend workshops to stay up-to-date on the latest ConnectWise Automate features


7) Choosing ConnectWise RMM vs. ConnectWise Automate

ConnectWise offers various RMM solutions designed to meet the diverse needs of IT/MSP businesses. Two popular platforms are ConnectWise RMM (formerly known as ConnectWise Command) and ConnectWise Automate. While both tools provide powerful monitoring and management capabilities, they cater to unique needs and preferences. 

ConnectWise RMM:

  • Offers intuitive dashboards and reporting features
  • Focuses on a simplified, streamlined user experience
  • Designed for businesses seeking a straightforward RMM solution

ConnectWise Automate:

  • Offers in-depth automation and scripting capabilities
  • Provides a highly customizable and advanced RMM platform
  • Ideal for businesses seeking granular control over their RMM processes

Ultimately, when deciding between ConnectWise RMM and ConnectWise Automate, you should consider three factors: 

  1. Your team's technical expertise
  2. The complexity of your clients’ environments
  3. The level of customization and automation you require


8) Maximizing ROI from ConnectWise RMM

For modern IT/MSP businesses, investing in a powerful RMM tool like ConnectWise Automate is one of the best moves you can make. To ensure you receive the strongest possible return on investment (ROI) from your RMM, follow these five best practices: 

  1. Optimize your RMM setup: Implement the tried-and-true strategies outlined in this guide to get the most out of your RMM. 
  2. Continuously refine your processes: Ensure you regularly review and tweak your RMM configurations, workflows, and automations to align with your business’s evolving needs. 
  3. Invest in training: Ensure your team is well-versed in your RMM software’s features and abilities by providing ongoing training and professional development opportunities. 
  4. Leverage integrations: Integrate your RMM with other ConnectWise products and third-party tools to create one seamless IT management ecosystem. 
  5. Measure success: Use ConnectWise Automate’s reporting features to track performance metrics. This will enable you to make truly data-driven decisions that improve your service delivery and ultimate client satisfaction. 

With these steps, you won’t just maximize ROI from your RMM purchase. You’ll also drive overall service efficiency, team productivity, and client growth for your IT/MSP. 

Next Steps: Keeping Your RMM System Up-to-Date & Competitive

By implementing the best practices outlined in this guide, you’ll be well on your way to unlocking the full potential of your RMM system. 

Remember to take inspiration from stories of IT/MSP shops like Terminal B, which demonstrate the immense value-add of a well-optimized RMM system. By focusing on effective endpoint management, monitoring and alerting, automation, patch management, administration, and end-to-end efficiency, you can maximize both your internal efficiency and client satisfaction. 

Looking forward, make sure to embrace continual improvement and adapt your RMM strategies as your business scales and evolves. Collaborating with experienced partners like MSP+OS ensures your RMM system stays modern, optimized, and tailored to your specific needs — all while keeping you competitive in today’s IT/MSP landscape. 




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