MSP Evolution: Monitoring Chaos
Streamlining Operations with Autotask and Datto RMM.
“The way to get started and to begin is doing.”
Walt Disney
Hello everyone and welcome back to Mr. Buyze’s Neighborhood, where we help each other grow our businesses, eliminate Chaos, and grow raving fan Clients.
In this blog, we are always talking about growing your business or improving Service Delivery with PSAutmation using Autotask. Today, just for fun, we’re going to talk a bit about an integral part of Service Delivery for the MSP: the RMM.
I know, I know. Boring! But oh, so critical to have integrated and dialed in properly. We recently started doing Datto RMM Reviews and have been surprised at what we have found.
It should be pretty easy to set up Datto RMM, as Kaseya provides (and charges a bundle for) onboarding when you buy it. They even have paid ($$$) implementation for better onboarding.
And yet, we have yet to do one of our Datto RMM Reviews and not find issues that immediately saved Tech Time and allowed faster, more efficient remediation.
A good example of this is in the integration. Integrated correctly, Datto RMM works amazingly well with Autotask.
When set up properly, your device inventory (configurations) will flow into Autotask, and your tickets can be worked within Autotask like your client-initiated service requests and incidents. With one glance, you can see information on the machine-like patching and AV status-and with one click, you can be looking at the alert, the device, or even open a Webremote session. A couple clicks more and you’re injecting the credentials from IT Glue and off to fix the issue while recording all your work. And yet, when you close the ticket in Autotask, it stays open in DRMM because a major step in integration (Closed Loop ticketing) was missing.
Think of how much time it takes your Service Manager (or you) to go in and clean up hundreds or thousands of tickets in RMM a week. What a waste. And then add in the extra steps taken to look up passwords and documentation or remote into machines when a component (script) could have done the work.
Our bottom line, then, is a properly integrated Datto RMM, Autotask, and IT Glue can save you time and money.
So why do we see so many things not setup or tweaked? MSP Techs are so busy!!! Most of the time, the owner sets it up or a Senior Tech, and you folks are the busiest.
Often, we see some amazing scripts and automation setup-and still no closed-loop ticketing. It takes time to go through everything, configure it, monitor it, and tweak as needed. At Kaseya Connect’s Datto RMM training recently, for example, there were 200 people in the room and 50 hands went up to ask patching questions. Something as “simple” and “fundamental” as patching-and it’s the first thing we are asked about in our 1-on-1 coaching sessions.
Okay, so what can you do to be more effective in managing your RMM tickets?
First, assign them to an SLA just like your Client initiated tickets. We were just talking to an MSP on the Member’s Only Gladiator Community call, and he said his Techs weren’t putting much effort into RMM tickets. The answer: SLAs. You wouldn’t let your Techs blow off SLAs for a new user setup or an Outlook issue, so why let them blow off a full hard drive or a UPS battery needing replacement? When SLAs are applied to RMM tickets, Clients know what to expect. You minimize misunderstandings, build trust, and the MSP has a way to measure their performance and figure out where you need to improve.
Next, you want to make sure your security levels are setup properly. Datto best practices are to limit access to those who need it. Ensure you have a base level if you use Kaseya One user creations, have only 2 admins, limit what folks can deploy, and you’ll be in good shape. Email us if you want more on this.
Branding – just do it. Especially if you are using reporting or allow the tray icon to be seen.
Global Settings – get your UDFs configured. There are a lot of components that you can use to populate those User Defined Fields with great information. Never lose a Bitlocker key again.
Dashboards – Yes, RMM has Dashboards just like Autotask. They aren’t as Flexible, but your Techs can use them in certain situations to be very surgical in looking for issues-like working all the machines that don’t have running AV or have patching issues. We recommend a Main Dashboard, a Compliance Dashboard, and an Alerts Dashboard. This is also a good place to surface information like which machines have out of date Windows 10 or 11 (did you know you can use a widget here with a filter to populate that?)
Speaking of filters: are you using them?
Datto RMM filters are tools used to sort through a large number of devices based on specific criteria. They allow targeted monitoring, streamlined management, and enhanced visibility. We suggest looking at their use. Filters are dynamic (groups are not) and allow you to do things like see which machines haven’t been seen in the last 90 days or have that outdated Windows 11.
Datto RMM device monitoring policies are customizable and keep track of the health and performance of your managed devices. They continuously check the status of hardware components, software, and system performance, send notifications for any issues or anomalies detected, and can trigger automated actions to resolve common issues. Take the time to go through the extensive collection of included monitors and leverage Datto’s best practices to set these up.
We recommend using a common naming convention, ensuring the CAGservice monitor exists and is targeted, the Windows Patch Failure Monitor is enabled, and (at a minimum) you have the workstation, server, and appropriate networking monitors deployed. Our Datto RMM review (we call it RADAR) has about 50 things alone on this, so if you have questions, drop us an email. (Big thing: make sure you are using a software monitor to make sure your Huntress, Threatlocker, etc., is installed and the services are running–all of your MSP software should have monitors to ticket when missing).
Maintenance – love getting a thousand tickets when your machines are in maintenance? Use a maintenance policy.
Patching: (Checks watch) Not nearly enough space in this blog to cover patching. We recommend a policy for your Domain Controllers, your member servers, and your workstations. Datto has an entire best practices article in the help section on this, but the basic approaches are to explicitly allow what you want installed or to explicitly deny what you don’t want installed. We have seen Datto trainers teach both ways.
For patching, you need to ensure your Windows patching policies are targeted, an install time set for 3+ hours, reboot scheduled as requirements dictate (servers always), patch desktops during the day and either allow users to reboot or reboot at night/weekends, don’t install drivers, and setup testing groups or don’t apply anything less than 7 days old. A simple example is below. And don’t forget to set up your Windows Update Policy. This is very important to ensure that the machines aren’t patching themselves. Remember, when you control patching, you control the user experience AND the compliance records to prove it.
Software Management: Software Management is great. Being able to install, uninstall, and update software allows you to better maintain your standards and alert on non-compliance. Too much to go into here, so email with any questions.
Windows Update Policy: Mentioned this above. Short version: Make sure you have one, make sure it’s targeted, and configure the semi-annual update channel.
Jobs/Automation: Bread and butter of RMM. We could write a whole blog on this. You need Initial Audit jobs, desktop maintenance jobs, reboot if needed jobs, etc., etc. If you don’t have them or need help with what/how to build you can email info@agmspcoaching.com.
Component Library: Components are the scripts and installers and things that do some fancy monitoring. This is where an RMM shines–we know MSPs that update Autodesk on every machine at a Client with a couple clicks. If you aren’t using them, no better time to start than now.
Reporting: Boring and no one reads them. We know. But you need them. The Datto RMM report creator is (sadly) not the greatest, but if you put some time in, you can make acceptable reports. Even if you don’t send them to Clients, you can send them into CloudRadial so they can look at them someday or at least have an executive report to hand over at TBRs.
Summary:
If you want to control the Chaos in your MSP and your Client’s networks, then you need to monitor it.
Autotask is a powerful Professional Services Automation (PSA) platform that helps MSPs streamline their operations by centralizing service desk, CRM, time and billing management, and project management.
When integrated with Datto RMM, a cloud-based remote monitoring and management tool, MSPs can automate patch management, monitor devices in real-time, and enhance security.
Adding IT Glue, an IT documentation platform, further boosts efficiency by providing a centralized repository for IT assets, SOPs, and passwords.
Together, these integrations enable MSP techs to work more efficiently, reduce manual tasks, and improve service delivery-leading to happier employees and a stronger bottom line for the MSP.
We learned from a great cartoon that “knowing is half the battle.” The other half is doing. Don’t wait. The time will never be just right. If you are ready to streamline your MSP operations, then send me your questions, your needs, your frustrations, and your stress. My team gets you. We’re here to help. info@agmspcoaching.com
Make sure to tune in next week: same Bat time, same Bat channel.