Remote Monitoring and Management RMM – What alerts should you be getting from your IT or Telecoms Supplier?
Click the image below to view the video explaining our value added RMM activities.
What Remote Monitoring and Management services do we provide for customers?
We are going to discuss what your IT and Telecoms provider does for your organisation in terms of proactive monitoring of your IT system and telephone system.
In our experience, a lot of suppliers don’t often do a very detailed and comprehensive job for customers. Most of them are purely reactive – they take the money each month and (hopefully) respond when there is a problem in a (hopefully) timely manner. This seems to be a particular problem when you deal with large suppliers, like BT for example, who have lots of different departments dealing with different parts of the project and customer lifecycle.
We don’t think this is enough.
Your supplier should know that you have a problem before you do – that is our approach. Plus, they should know if you are about to have a problem so it can be dealt with and swiftly navigated around.
Our customers find this approach very beneficial.
Below, we have listed all the proactive things we do for customers that give them a lot more extra value and benefit. We have split these into two areas – IT and Telecoms.
Note that your suppliers may not do all or any of them. They may not have the product capabilities or they simply do not choose to do these things or maybe not even know that some of these things are possible.
Where we say we can get an alert, of course, you can receive these too.
IT Remote Monitoring and Management
Let’s firstly talk about IT.
Here is a list of proactive things we can do for you on your IT set up.
1 – Server and PC monitoring
If a critical PC or server stops working, we get sent an alert.
2 – Client Resource Monitoring
We can monitor performance levels and set thresholds on things like the CPU/Processor, RAM, temperatures, performance, disk space etc. When a monitored service reaches a certain threshold, we get an alert which allows us to rectify the issue or let the customer know there is likely to be an issue soon and give them some choices as to how to resolve it. We can also do comprehensive network scans of all your assets.
3 – Internet Connection Monitoring
If your internet connection goes down, regardless of what type of connection it is, we get an alert. We get another alert when service is resumed. This is very useful for obvious reasons.
4 – WiFi monitoring
We get immediate alerts when one of your WiFi Access Points goes offline and another when it comes back up. This can be of real benefit as it can point to site power issues or someone unplugging a device removing local coverage.
5 – Service State Monitoring
Set up on a bespoke basis, we can monitor critical elements of your IT network- such as a Sage Service, Microsoft Exchange and so on.
6 – Scripts and Automation
We can set up automation for various things to remove the time-consuming task for IT maintenance.
Telecoms Remote Monitoring and Management
We are going to discuss all the remote monitoring and management RMM alerting we provide for our telecoms customers.
1 – Phone System Service failure
We get an immediately alert of your Phone system stops working or there is a failure of some sort. The phone system software is hosted on a server, normally in the cloud but can also be in your premises if you prefer. So all normal server and application monitoring as described above applies. This also covers network failures, DNS issues, IP blacklists etc
2 – Line failure or changes
Alerts are sent to us if any line problems or changes occur. So for instance, if your SIP trunk/channels have an issue, we know about it, probably before you do.
3 – Line/call/license capacities
If your system reached maximum capacity, we get an alert. This allows a customer to, maybe, start with less lines and licences (saving money) and instantly add channels and resources when required
4 – Call barring
Your phone system can have complex call barring set up on a user-by-user basis. If anyone tries to dial a barred number, we get an alert with all the details
5 – Emergency services dialling
Similarly, if a user dials the emergency services, we get an alert . This is a very useful feature as your senior management team will know if someone in the business has an emergency – you get the detail so you know who has made the call and when. This has obvious benefits as you can help to keep staff safe and, maybe even save lives!
6 – Security risks
Get alerts when a cyber criminal is trying to hack the service!
7 – Management Dashboard log ins
Get alerts when someone logs into the system management dashboard
8 – New Software Releases
Get notified when there is a new software update available and when a scheduled back up of the system has been correctly completed – or failed!
9 – Creation of new users
We can also get notified when a new user is created – this sounds mundane but it is good management. Also, if someone somehow manages to access your system that shouldn’t have (unlikely unless someone has left their PC on logged in for example) you will know about it.
Thank you very much. If you need any help or advice on Remote Monitoring and Management – RMM, please get in touch.
You can email us at helpme@tecwork.co.uk, or you can phone 01892 578666. Thank you very much and I do hope that’s been helpful for you. Bye bye.
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