How Remote Monitoring and Management Keeps your Network Healthy


Help desk support is perhaps the most visible benefit of working with a managed service provider (MSP). However, a lot of the value of managed services occurs behind the scenes. Best-in-class MSPs have remote monitoring and management (RMM) tools and the expertise to use them effectively. Few organizations have that in-house.

RMM is a collection of IT tools that gather information from systems and networks and enable engineers to view reports and alerts through a single interface.’s RMM solution suite is called Hawkeye — a name that evokes our ability to see everything that’s going on in our clients’ systems and networks.

The team uses Hawkeye to proactively monitor and maintain the health of a customer’s systems and network, including desktop and mobile devices, and address most issues before the end-user even knows they exist. The RMM tools that make up Hawkeye are capable of uncovering subtle problems that can result in dire consequences to IT systems if those problems aren’t resolved right away.

Using agent tools, we can take remote control of various systems, devices and applications so problems can be fixed quickly to maintain optimal productivity. This can even be done when the user is offline without signing into the device. Issues are detected by Hawkeye, which reports these issues to our Support Center and enables our technicians to correct these issues remotely. Customized thresholds based upon business requirements are created for events that will automatically trigger email or text alerts to our team and the customer’s designated contact.

Hawkeye also makes it possible for to automate scheduled maintenance tasks and take care of proactive maintenance such as operating system and security software updates, patch management, hard disk defragment, and router configurations. Detailed performance reports can be customized and used to evaluate current network health, ensure security and regulatory compliance, and identify long-term trends. In other words, Hawkeye shows you how your systems are working and helps you determine the best way to keep them working smoothly in the future.

The RMM solutions within Hawkeye are also integrated with professional services automation (PSA) tools to further increase automation, service quality, support and efficiency. As a result, issues are addressed more quickly and with greater accuracy and consistency, which means more peace of mind for you and minimal disruption to business operations.

Could an in-house IT technician do all this manually? Perhaps, if the environment is relatively small. But poring over system log files all day probably isn’t the best use of the technician’s time and won’t provide the rapid, proactive response that helps minimize downtime.

If you’re evaluating MSPs, ask if they use an RMM platform. Find out if their platform supports multiple operating systems so all user devices can be monitored. Does their RMM platform offer the flexibility to use certain tools and functionality and add others if necessary? Find out about its monitoring capabilities, the level of automation, and how much reporting they provide. An MSP should be able to provide you with reports that show what work has been done behind the scenes., your outsourced IT department, has made significant investments in RMM tools. Let us show you how we use the right mix of people, processes and technology to keep your network and devices healthy.