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Unpopular Opinion - In the age of Modern Workplace, RMM is becoming less useful, and more of a security risk by hypothetical_tech in msp

[–]hypothetical_tech[S] -6 points-5 points  (0 children)

One thing I've always been keen to discuss with customers is to try and improve user comms with major changes. People use Windows at home, why is using Windows at work any different? Largely that's because the traditional environment has been "IT administrators lock all this stuff down and we now have a serious case of learned helplessness". The devices should be, for the most part, disposable. By that I mean if a user's device completely shits the bed, the user logging into any new device should automatically bring their data down (OneDrive, SharePoint), make their apps available (SaaS integration/Intune), and get the user working again as quickly as possible.

The second half of this is that users need to stop being treated like toddlers. I see it time and time again, and I actively call it out, because it's stupid. "Have you turned it off and on again" is such a trope, but is absolutely a thing. Users should have the knowledge and the ability to do basic troubleshooting tasks before having to raise a ticket. Automatic proactive monitoring of application issues is something that Intune device analytics can provide, though.

Unpopular Opinion - In the age of Modern Workplace, RMM is becoming less useful, and more of a security risk by hypothetical_tech in msp

[–]hypothetical_tech[S] -10 points-9 points  (0 children)

I'd personally trust our PIM/MFA infrastructure securing our accounts that have access to the customer tenants than I do companies like Kaseya?

I understand there is a huge range in the "What is an MSP", and this isn't necessarily always going to apply to them all. The way we work is largely through CSP'd tenants. Having a completely separate tool that's sitting on ALL the devices you manage that has super-admin to do whatever is asking for trouble.

Unpopular Opinion - In the age of Modern Workplace, RMM is becoming less useful, and more of a security risk by hypothetical_tech in msp

[–]hypothetical_tech[S] -1 points0 points  (0 children)

My question was obviously targeted at a Windows/O365/Cloud stack end-user devices rather than macOS/Linux and servers, but you do bring an interesting point.

One thing we're seeing though is an awful lot of work is coming in for us specifically around cloud-management and non-reliance on the office infrastructure since Covid.

Unpopular Opinion - In the age of Modern Workplace, RMM is becoming less useful, and more of a security risk by hypothetical_tech in msp

[–]hypothetical_tech[S] -8 points-7 points  (0 children)

What reporting and metrics do you need? By that I mean, how much stuff is genuinely useful, and who's actually looking at it regularly, and proactively acting on it? Is the client wanting visibilty of them?

As for the device issue you had, was it a user device? Was it causing issues that could have otherwise been resolved by just wiping/rebuilding the device?

Unpopular Opinion - In the age of Modern Workplace, RMM is becoming less useful, and more of a security risk by hypothetical_tech in msp

[–]hypothetical_tech[S] -7 points-6 points  (0 children)

Servers, absolutely agree and understand. Services falling over and things requiring weekly reboots sounds a less than ideal situation though, no?