Remote monitoring and management (RMM) is software that lets an IT provider watch over a customer's computers, servers and network devices from a central console. It reports health, applies updates and allows technicians to fix issues remotely.
A small agent installed on each device sends status information, such as disk space, errors and missing patches, to the console. Alerts raise tickets automatically, and scripts can fix common problems without a site visit.
For retailers with many sites and no on-site IT staff, RMM means faults are often resolved before the store opens. It also provides an up-to-date inventory of devices and software.
RMM works best alongside a helpdesk, clear escalation paths and good security on the tool itself, as it has powerful access. Confirm who manages it and what is monitored.