RMM Then and Now
Historically, RMM tools focused on endpoint monitoring, ensuring system uptime, and the automation of routine IT tasks. In recent years, MSPs have started to layer additional solutions on top of traditional RMM tools to address gaps in functionality. This approach has now become the norm.Adding tools to their stack has helped MSPs address immediate needs, but it has also introduced new issues. Most solutions today force MSPs to juggle a stack of loosely integrated tools—a PSA, an RMM, and often multiple platforms to manage Microsoft 365. This fragmented approach creates gaps in visibility, security, and efficiency. Managing multiple disconnected tools can lead to inefficiencies, higher operational costs, and blind spots. When platforms don’t integrate seamlessly, it becomes harder for MSPs to maintain a unified view of client environments, enforce consistent security policies, and streamline workflows. In many cases, managing the complexity of patchwork solutions ultimately defeats the efficiency and reliability that RMM is meant to provide.These challenges are pushing the RMM forward and reshaping what MSPs now expect from their tools.
5 Key Trends Shaping RMM Today
AI-Powered Automation and Productivity Enhancements
AI is fundamentally changing how RMM tools operate. While true autonomous AI-driven management is still in its infancy, AI is already improving productivity by assisting in remediation efforts, automating ticket categorization, and streamlining communication. In the near future, we can expect AI to take on more proactive roles, enabling “headless” RMM environments where much of the work is performed behind the scenes without human intervention.This shift won’t replace humans but rather help them eliminate mundane activities, allowing teams to focus on higher-level strategies and proactive security measures. According to McKinsey, AI adoption in enterprise IT is expected to boost productivity by 40% over the next decade, making AI-driven automation a game-changer for MSPs seeking more efficient operations.
Expanding Beyond Traditional Endpoints
Today’s IT infrastructure extends well beyond traditional endpoints. In the early days, MSPs primarily focused on managing endpoints and firewalls, but now they must oversee cloud services, identity management, and hybrid infrastructures. For example, Microsoft 365, cloud security solutions, and API integrations are now central components of RMM strategies.MSPs must take a unified approach to manage these diverse solutions, as managing separate tools can create operational gaps. By integrating these elements into a single, coherent strategy, MSPs can simplify operations and strengthen overall security.
Security at the Core
Security and RMM are becoming more intertwined than ever. As cyber threats continue to increase, MSPs are expected to take on more responsibility for their clients’ security postures. This means integrating security frameworks directly into RMM workflows, from managing patching and compliance to offering managed security services.Modern security threats target not only devices, but also user identities and cloud environments. Yet many MSPs still use separate tools for each area. That’s where unified management becomes essential closing the gaps and delivering a more secure, seamless experience.Today’s cybersecurity-first RMM strategies go beyond uptime monitoring. With compliance requirements increasing, MSPs need to incorporate security reporting, incident detection, and risk assessment directly into their RMM platforms.
AI-Driven Endpoint Management and Self-Healing Systems
Many endpoint devices now come with AI-driven management capabilities, raising questions about how traditional RMM tools will adapt. Soon, AI-powered systems could enable self-healing IT environments, where endpoints autonomously resolve common issues. While this won’t eliminate the need for human oversight, it will shift the focus of MSPs toward higher-level problem-solving and strategic consulting.
The Decline of Tier 1 Support Roles
As automation takes over routine tasks, the role of MSP technicians is shifting. The demand for Tier 1 support staff is expected to decrease, while the need for higher-level strategic and security-focused expertise grows. MSPs must invest in training their teams to manage AI-driven workflows, analyze security data, and translate technical challenges into business guidance.The real opportunity lies in shifting from being technology operators to trusted advisors. Clients no longer seek just technical support—they look for partners who can guide them through a complex digital landscape.
The Future of RMM and the MSP Business Model
Looking ahead, MSPs must be proactive in adapting to these shifts. An RMM solution is no longer just about managing endpoints; it’s about providing a holistic, security-focused IT management framework that integrates AI, cloud services, and compliance strategies.As AI advances, MSPs will need to balance automation with human expertise, ensuring that while technology handles repetitive tasks, experienced professionals guide strategic decisions. By unifying device management, security, Microsoft 365, and daily operations like ticketing and billing, MSPs can simplify workflows that used to take 15 minutes—and now take five. That’s the kind of efficiency that enables scale without adding headcount. This isn’t just about combining tools—it’s about helping MSPs simplify operations and better meet today’s demands for efficiency, security, and scale.The future of RMM will be defined by MSPs who evolve alongside it: Adopting AI automation, integrating security throughout their services, and going beyond traditional endpoint management. With the global RMM market poised to grow at a compounding rate of 16.1% annually to reach $9.5 billion by 2025, those who adapt will not only better support their clients but also create a more efficient, scalable business model that will drive their continued success.
ChannelE2E Perspectives columns are written by trusted members of the managed services, value-added reseller, and solution provider channels or ChannelE2E staff. Do you have a unique perspective you want to share? Check out our guidelines here and send a pitch to [email protected].
link