LabTech: RMM Product Review

Based on the feedback of our loyal readers, we’re proud to bring you product reviews as a new editorial inclusion this year. Because of the growing interest in the managed services business model, we kicked off our testing with RMM software. Remote Technology Management (RTM), an MSP based in the Boston area and headed up by CEO Eric Brown, performed the testing over a four-week period. Brown, along with his team of technology consultants, tested seven RMM tools and shared feedback on the highlights and lowlights of each one. The seven RMM tools tested were from the following vendors: Continuum, GFI, Kaseya, LabTech, Level Platforms, N-able, and Dell packetTrap.

Below are RTM’s comments on one of the vendors tested. To view the entire product test, which compares all seven RMM products, click here.

LabTech Logo

Does the RMM vendor have a NOC?
No not directly, the product will integrate with a third part NOC. We did not evaluate the thrid party NOC.

Agent vs. Agentless
LabTech uses a light weight agent, which installs in under two minutes and reports bact to the Management console almost instantly.  With the speed that the agent installs and reports back, the onboard process for a new client is very fast and easy.

SaaS vs. On-Premise
LabTech can be deployed in a SaaS or on-premise manner. We tested the SaaS version only. Speed and availability never seemed to be an issue. Access to the Management console was always available.

MDM (mobile device management) Support
LabTech supports Android and iOS devices only. We did not have hands on experience with this feature, but the product is supposed to be able to control mobile device security features (e.g. password protection) and help with email profiles and updates to the device configuration.

Special features/functions
LabTech supports an array of AV solutions. Also, the ability to control updates can be very granular. The ability to organize the agents in an "Active Directly Like" structure can be beneficial when managing hundreds of similar agents across multiple sites/clients. The easy access to the windows CMD made some deployments and scripting very easy.

What is your overall assessment?
Pros: Fast install. Management console to agent communication was fast. Commands executed from the management console were reflected on the agent almost instantly. Client Management, Data Entry, and Information Storage were really good. The ability to quickly reference a service or device passwords for all admins to see was also very useful. The network discovery worked really well.

Cons: Remote access via the built in VNC was very slow. The ability to link the LogMeIn agent installs was very tedious. Scripting was very powerful but sometimes overwhelmingly complicated for simple tasks. Often we resorted to executing bat or VBS scripts we created via the CLI provided by the agent. The management of alerts was sometimes frustrating. There are a lot of alerts generated from this system and tuning it down can sometimes be difficult.

Read the LabTech RMM Product Review - 2014 Update

Read the Testing Methodology

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