What is remote monitoring & management (RMM) software?
Remote monitoring and management, or RMM in short, is software that is widely used by many managed services providers (MSPs) today, and for good reason. As its name suggests, an RMM allows your organization to remotely gather information from multiple endpoints and networks and perform various remote IT management tasks on them without disruption.
The benefits of such a tool are priceless, especially as more and more teams become remote and distributed. One study by Upwork suggested that an estimated 32.6 million Americans, or around 22% of the workforce, will be working remotely by 2025. Given this, it makes sense that your IT department needs to evolve as well to combine many of its core functions into a single solution.
Still, finding the right RMM solution for your MSP requires research. Keep in mind that no two RMMs are the same, and the most ideal software is one that can successfully address your business requirements. This article will help you navigate the complexities of each solution available today and understand which features make the best RMM software.
Table of Contents
Best RMM software
Important components of RMM software
RMM software is an effective way for MSPs of all sizes to streamline and organize their IT management. RMM solutions revolutionized how IT technicians work, enabling them to actively monitor and manage IT assets, wherever they are in the world. This proactive management allows them to fix issues before they become bigger problems.
Important components of RMM software include:
Remote access and support
Your RMM needs to be remote – and efficient in being so. Ideally, an RMM solution should enable secure remote access to your IT network (and all the endpoints, routers, switches, servers, and virtual machines within that infrastructure) so your IT technicians can easily detect issues and troubleshoot. Most importantly, these actions need to be done in the background so that your end users are never disturbed as they complete their own tasks.
A good RMM should also be fast, even as you continually add devices to your network. When conducting your vendor risk assessment, it’s a good idea to check how well your intended solution performs with multiple device types. One of the most common mistakes many MSPs make is assuming that they need the same solution all the time. Keep in mind that as your business grows and evolves, your RMM should do the same.
Patch management
Arguably, patch management is the most important function of an RMM. Patch management involves identifying, acquiring, testing, and installing patches in all the applications each endpoint has. The goal of patching is to fix bugs, enhance security and ensure all devices are updated with the latest software. This is particularly important if you’re currently managing multiple endpoints and want to avoid redundancy or missed software updates.
Your RMM should have a reliable and consistent patch management policy that allows you to automate patching and gives you some control over the patch management process.
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Integrations and API support
A great remote monitoring and management solution supports multiple integrations with the tools and technologies commonly used by MSPs, from professional services automation (PSA) to endpoint security integrations. This helps you avoid hodgepodge-like solutions that may overlap and force you to pay more for the same offering. Rather than speaking with multiple third-party vendors for everything that you need, your RMM should offer an all-in-one solution that allows customization and integration with existing workflows.
While not a core function, you should also consider your intended RMM’s business continuity and disaster recovery plan. Having a backup plan for all your integrations allows you to work with more confidence, as you know that you can work without disruption, even during emergencies.
Automated workflow
One of the main goals of an RMM is to automate repetitive, tedious tasks so that your IT technicians can focus on other projects. By limiting the need for manual intervention, you not only reduce human error but also free your IT technicians to perform higher-level tasks.
These automations are usually common IT tasks, such as installing patches, running scripts, and creating and responding to tickets. Moreover, these automated workflows should allow you to actively manage third-party endpoint security products and backup solutions.
Scalability
An effective RMM should help you grow. As mentioned earlier, it is always important to consider your business trajectory and your possible future needs. Keep in mind that a specific product may look great at the beginning but may no longer be as effective or efficient in the future. When considering a vendor, it’s best practice to ask them about their support down the line. Your chosen vendor should be invested in your growth, and offer a custom, scalable solution.
Other things to consider
Recall that the overall goal of an RMM tool is visibility: Your IT technicians need comprehensive insight into your IT environment. This helps them proactively manage and resolve IT issues so that they can allocate their time more wisely to higher-value tasks. “Proactive” must be emphasized here: Your chosen RMM must provide the tools you need to pre-emptively address threats and keep your IT network as healthy as possible.
As such, when looking for an RMM solution, you should always prioritize how your chosen solution fits into your overall IT strategy. Keep this in mind when browsing through these 10 best RMM software solutions for MSPs.
Compare the best remote monitoring & management (RMM) software
G2 & Capterra data as of Feb 27, 2024
1. NinjaOne RMM
NinjaOne is a multi-awarded cloud-based SaaS. As a founder-owned and -led organization, NinjaOne takes pride in offering an RMM solution that is built specifically for the way MSPs work. Its RMM software follows a pay-per-device monthly subscription so that you only pay for the features and functionalities you need.
Aside from its single-pane-of-glass view of all endpoints within an IT network, NinjaOne is also rated as the #1 in customer support. The company believes that software is only as good as its customer service and develops close relationships with all its clients to ensure that they are always supported in every endeavor.
This makes NinjaOne ideal for MSPs of all sizes, regardless of the number of endpoints they are managing.
NinjaOne reviews on G2
| Category | NinjaOne Rating |
|---|---|
| Overall | 4.8 out of 5 (1,035) |
| Has the product been a good partner in doing business? | 9.6 |
| Quality of Support | 9.4 |
| Ease of Admin | 9.3 |
| Ease of Use | 9.3 |
NinjaOne reviews on Capterra
| Category | NinjaOne Rating |
|---|---|
| Overall | 4.8 out of 5 (201) |
| Ease of Use | 4.8 |
| Customer Service | 4.8 |
| Features | 4.6 |
| Value for Money | 4.7 |
| Likelihood to Recommend | 92% |
2. Hexnode
Hexndode is a well-known unified device management solution that offers a wide range of remote management and monitoring tools for IT enterprises of all sizes. According to its website, it works with Android, iOS, Windows, macOS, tvOS, and Fire OS devices.
Hexnode reviews on G2
| Category | Hexnode Rating |
|---|---|
| Overall | 4.6 out of 5 (189) |
| Has the product been a good partner in doing business? | 9.2 |
| Quality of Support | 9.3 |
| Ease of Admin | 9.1 |
| Ease of Use | 9.0 |
Hexnode reviews on Capterra
| Category | Hexnode Rating |
|---|---|
| Overall | 4.7 out of 5 (114) |
| Ease of Use | 4.6 |
| Customer Service | 4.8 |
| Features | 4.6 |
| Value for Money | 4.6 |
| Likelihood to Recommend | 90% |
3. Pulseway
Pulseway markets itself as an all-in-one RMM software that helps IT technicians monitor and manage all devices from a smartphone, tablet, or browser.
Pulseway reviews on G2
| Category | Pulseway Rating |
|---|---|
| Overall | 4.5 out of 5 (57) |
| Has the product been a good partner in doing business? | 9.0 |
| Quality of Support | 8.5 |
| Ease of Admin | 9.0 |
| Ease of Use | 9.2 |
Pulseway reviews on Capterra
| Category | Pulseway Rating |
|---|---|
| Overall | 4.7 out of 5 (114) |
| Ease of Use | 4.7 |
| Customer Service | 4.7 |
| Features | 4.5 |
| Value for Money | 4.7 |
| Likelihood to Recommend | 90% |
4. GoTo Resolve
GoTo Resolve (formerly GoTo Assist) is a unified RMM built specifically for small to medium-sized businesses. It considers itself an affordable solution with a zero-trust architecture.
GoTo Resolve reviews on G2
| Category | GoTo Resolve Rating |
|---|---|
| Overall | 4.4 out of 5 (412) |
| Has the product been a good partner in doing business? | 8.8 |
| Quality of Support | 8.7 |
| Ease of Admin | 8.9 |
| Ease of Use | 9.0 |
GoTo Resolve reviews on Capterra
| Category | GoTo Resolve Rating |
|---|---|
| Overall | 4.5 out of 5 (197) |
| Ease of Use | 4.5 |
| Customer Service | 4.1 |
| Features | 4.4 |
| Value for Money | 4.3 |
| Likelihood to Recommend | 85% |
5. OptiTune
OptiTune is a cloud-based RMM that allows users to deploy apps, install updates, check for malware, and view performance data, among other things. It is generally targeted toward small- to medium-sized businesses.
OptiTune reviews on G2
| Category | OptiTune Rating |
|---|---|
| Overall | 4.3 out of 5 (5) |
| Has the product been a good partner in doing business? | 8.3 |
| Quality of Support | 10 |
| Ease of Admin | 9.4 |
| Ease of Use | 9.3 |
OptiTune reviews on Capterra
| Category | OptiTune Rating |
|---|---|
| Overall | 4.3 out of 5 (14) |
| Ease of Use | 4.3 |
| Customer Service | 4.1 |
| Features | 4.1 |
| Value for Money | 4.7 |
| Likelihood to Recommend | 82% |
6. Auvik
Auvik is a cloud-based network management platform designed specifically for IT teams. Its solution includes automated backup, device lifecycle information, preconfigured and custom alerts, and remote firewalls.
Auvik reviews on G2
| Category | Auvik Rating |
|---|---|
| Overall | 4.6 out of 5 (297) |
| Has the product been a good partner in doing business? | 9.1 |
| Quality of Support | 8.8 |
| Ease of Admin | 8.7 |
| Ease of Use | 8.7 |
Auvik reviews on Capterra
| Category | Auvik Rating |
|---|---|
| Overall | 4.7 out of 5 (71) |
| Ease of Use | 4.5 |
| Customer Service | 4.6 |
| Features | 4.5 |
| Value for Money | 4.4 |
| Likelihood to Recommend | 88% |
7. Syncro
Syncro (Servably, Inc) provides an integrated business platform that combines RSA, RMM, and a remote access tool in one dashboard. It markets itself toward “modern MSPs” that want to scale their business.
SyncroMSP reviews on G2
| Category | SyncroMSP Rating |
|---|---|
| Overall | 4.5 out of 5 (126) |
| Has the product been a good partner in doing business? | 9.1 |
| Quality of Support | 8.3 |
| Ease of Admin | 8.9 |
| Ease of Use | 8.9 |
SyncroMSP reviews on Capterra
| Category | SyncroMSP Rating |
|---|---|
| Overall | 4.7 out of 5 (75) |
| Ease of Use | 4.5 |
| Customer Service | 4.3 |
| Features | 4.5 |
| Value for Money | 4.8 |
| Likelihood to Recommend | 91% |
8. Action1
Action1 is relatively new to the market but is already making waves with its simple-to-use RMM solution. The company also allows users to monitor and manage their Windows endpoints from the cloud for free for up to 50 systems.
Action1 reviews on G2
| Category | Action1 Rating |
|---|---|
| Overall | 4.9 out of 5 (149) |
| Has the product been a good partner in doing business? | 9.7 |
| Quality of Support | 9.8 |
| Ease of Admin | 9.5 |
| Ease of Use | 9.6 |
Action1 reviews on Capterra
| Category | Action1 Rating |
|---|---|
| Overall | 4.9 out of 5 (83) |
| Ease of Use | 4.7 |
| Customer Service | 5.0 |
| Features | 4.6 |
| Value for Money | 5.0 |
| Likelihood to Recommend | 91% |
9. Atera
Atera offers an all-in-one RMM solution that enables IT enterprises to monitor, analyze, and access their clients’ devices, computers, and systems in one dashboard. It provides a wide range of features, including ticketing, reporting, helpdesk, and patch management.
Atera reviews on G2
| Category | Atera Rating |
|---|---|
| Overall | 4.6 out of 5 (409) |
| Has the product been a good partner in doing business? | 9.4 |
| Quality of Support | 9.1 |
| Ease of Admin | 9.0 |
| Ease of Use | 9.2 |
Atera reviews on Capterra
| Category | Atera Rating |
|---|---|
| Overall | 4.6 out of 5 (341) |
| Ease of Use | 4.7 |
| Customer Service | 4.5 |
| Features | 4.3 |
| Value for Money | 4.7 |
| Likelihood to Recommend | 89% |
10. Naverisk
Naverisk offers an all-in-one platform IT services automation suite either on-premises or through the cloud. Its RMM solution offers full support for Windows, Linux, macOS, and SNMP devices.
Naverisk reviews on G2
| Category | Naverisk Rating |
|---|---|
| Overall | 4.7 out of 5 (63) |
| Has the product been a good partner in doing business? | 9.5 |
| Quality of Support | 9.6 |
| Ease of Admin | 9.2 |
| Ease of Use | 9.1 |
Naverisk reviews on Capterra
| Category | Naverisk Rating |
|---|---|
| Overall | 4.8 out of 5 (90) |
| Ease of Use | 4.6 |
| Customer Service | 4.8 |
| Features | 4.5 |
| Value for Money | 4.8 |
| Likelihood to Recommend | 91% |
Comparison of RMM software solutions for MSPs (G2)
| Category | NinjaOne | Hexnode | Pulseway | GoTo Resolve | OptiTune | Auvik | Syncro | Action1 | Atera | Naverisk |
|---|---|---|---|---|---|---|---|---|---|---|
| Overall | 4.8 out of 5 (1,035) | 4.6 out of 5 (189) | 4.5 out of 5 (57) | 4.4 out of 5 (412) | 4.3 out of 5 (5) | 4.6 out of 5 (297) | 4.5 out of 5 (126) | 4.9 out of 5 (149) | 4.6 out of 5 (409) | 4.7 out of 5 (63) |
| Has the product been a good partner in doing business? | 9.6 | 9.2 | 9.0 | 8.8 | 8.3 | 9.1 | 9.1 | 9.7 | 9.4 | 9.5 |
| Quality of Support | 9.4 | 9.3 | 8.5 | 8.7 | 10 | 8.8 | 8.3 | 9.8 | 9.1 | 9.6 |
| Ease of Admin | 9.3 | 9.1 | 9.0 | 8.9 | 9.4 | 8.7 | 8.9 | 9.5 | 9.0 | 9.2 |
| Ease of Use | 9.3 | 9.0 | 9.2 | 9.0 | 9.3 | 8.7 | 8.9 | 9.6 | 9.2 | 9.1 |
Comparison of RMM software solutions for MSPs (Capterra)
| Category | NinjaOne | Hexnode | Pulseway | GoTo Resolve | OptiTune | Auvik | Syncro | Action1 | Atera | Naverisk |
|---|---|---|---|---|---|---|---|---|---|---|
| Overall | 4.8 out of 5 (201) | 4.7 out of 5 (114) | 4.7 out of 5 (181) | 4.5 out of 5 (197) | 4.3 out of 5 (14) | 4.7 out of 5 (71) | 4.7 out of 5 (75) | 4.9 out of 5 (83) | 4.6 out of 5 (341) | 4.8 out of 5 (90) |
| Ease of Use | 4.8 | 4.6 | 4.7 | 4.5 | 4.3 | 4.5 | 4.5 | 4.7 | 4.7 | 4.6 |
| Customer Service | 4.8 | 4.8 | 4.7 | 4.1 | 4.1 | 4.6 | 4.3 | 5.0 | 4.5 | 4.8 |
| Features | 4.6 | 4.6 | 4.5 | 4.4 | 4.1 | 4.5 | 4.5 | 4.6 | 4.3 | 4.5 |
| Value for Money | 4.7 | 4.6 | 4.7 | 4.3 | 4.7 | 4.4 | 4.8 | 5.0 | 4.7 | 4.8 |
| Likelihood to Recommend | 92% | 90% | 90% | 85% | 82% | 88% | 91% | 96% | 89% | 91% |
Final scores and summaries of RMM software solutions
Now let’s look at the final vendors’ rankings using all the information we’ve discussed so far. It is worth noting that these figures are not arbitrary; they’ve been sourced through reputable sites such as G2 and Capterra so that you can make the most informed decision about which RMM software may be the most suitable for you.
To ensure that all rankings are equal, the final score also accounts for the total number of reviews each vendor has received. This removes any possible bias that may occur from too many or too few reviews.
| Vendor | Final Score | Summary |
|---|---|---|
| NinjaOne | 1.994 | NinjaOne is a market leader in remote monitoring and management and with good reason. Countless users have experienced a significant improvement in their productivity with a solution that grows with them. |
| Hexnode | 1.037 | A decent solution for MSPs of all sizes offers many features that help IT technicians do their tasks more efficiently. |
| Pulseway | 0.964 | The solution may be suitable for MSPs looking for an easy-to-use and feature-rich RMM. However, the cost can be on the high side, especially for SMBs. |
| GoTo Resolve | 1.312 | A great RMM for businesses looking for a well-known solution. Many users have stated that they have used GoTo Resolve for years, and can still meet their business needs even today. |
| OptiTune | 1.235 | Though lacking in reviews, OptiTune’s solution is considered by its users to be an impressive tool that is both flexible and customizable. |
| Auvik | 1.234 | Auvik is a comprehensive platform built for larger IT enterprises. While it is robust enough, it does not offer many out-of-the-box features and may charge extra for add-ons and integrations. |
| SyncroMSP | 0.930 | The solution is a reliable tool that is relatively fast for most tasks. Nevertheless, it may be better suited for smaller MSPs that do not require that many features. |
| Action1 | 1.007 | Many users love that Action1 is easy to deploy and use. While the solution can experience some random technical glitches, it does not take away from its overall performance. |
| Atera | 1.482 | Atera is an excellent tool that many users have lauded for its cost-effectiveness. Still, it does have its limitations, particularly with its integration capabilities and customization options. |
| Naverisk | 0.901 | Naverisk is still a decent option to consider, though it may fall short on its functionality and customer support. |
Our RMM rankings formula
To derive the final score for each vendor, we employed a weighted formula that takes into account various metrics. Here’s how it breaks down:
Final Score = w1 * G2 Overall Star Rating + w2 * Capterra Overall Star Rating + w3 * G2 Good Partner in Doing Business + w4 * Capterra Likelihood to Recommend + w5 * G2 Total Number of Reviews (Scaled) + w6 * Capterra Total Number of Reviews (Scaled) + Other Factors
Where:
w1 = 0.15 (Weight for G2 Overall Star Rating)
w2 = 0.15 (Weight for Capterra Overall Star Rating)
w3 = 0.2 (Weight for G2 Good Partner in Doing Business)
w4 = 0.2 (Weight for Capterra Likelihood to Recommend)
w5 = 0.1 (Weight for G2 Total Number of Reviews, Scaled)
w6 = 0.1 (Weight for Capterra Total Number of Reviews, Scaled)
Other Factors include additional metrics like ease of use, each multiplied by their corresponding weights:
w7 = 0.05 (Weight for G2 Ease of Use)
w8 = 0.05 (Weight for Capterra Ease of Use)
Drive efficiency from day one
The right RMM helps you drive efficiency in your IT network from day one. While every solution is customized to your specific needs, keep in mind that all RMMs must be able to offer real-time monitoring and alerting, behind-the-scenes remote maintenance and remediation, and automate routine IT management. At its best, your RMM can help optimize your work processes so that you can deliver more effective services anywhere there is an internet connection.
As with any software, selecting one that meets your unique business requirements is best. Some products may look good on paper but may not be what you actually need. That’s one of the reasons why you should always take advantage of free trials to experience the specific features of every RMM you are considering for yourself.
Sign up for a free trial or watch a demo to see if NinjaOne is the right fit for you.
