ConnectWise continues to strengthen its position as a premier provider of remote monitoring and management (RMM) solutions, building upon four decades of industry experience. The company’s recent recognition as the ‘Preferred Vendor’ at the 2024 Channel Futures MSP 501 Gala Awards, along with 25 other accolades this year, underscores its growing influence in the managed services sector.
Founded in 1982, ConnectWise has evolved from a traditional IT solutions provider into a technological powerhouse, particularly notable for its innovative approach to remote management. The company’s RMM platform stands out in today’s market through its sophisticated integration of artificial intelligence, automated patch management, and a groundbreaking unified interface that streamlines multiple IT management functions.
At the heart of ConnectWise’s success is its revolutionary Asio dashboard, which represents a significant advancement in unified IT management. Unlike conventional platforms that require users to navigate multiple interfaces, Asio consolidates more than 20 different user interfaces into a single, coherent management platform. This integration extends beyond ConnectWise’s own products, accommodating third-party vendors and creating a truly unified data portfolio that eliminates redundancy and enables sophisticated automation across various functions.
The platform’s approach to remote access management sets a new industry standard through its integrated ScreenConnect capability, available even in the entry-level Essential plan. This proprietary solution enables seamless endpoint connections and remote problem-solving capabilities, including innovative features like remote camera access for technical support. The native integration provides a notably smoother experience compared to competitors relying on third-party remote access solutions.
ConnectWise’s commitment to intelligent automation is evident in its AI-powered scripting capabilities. The platform can generate custom scripts automatically, relieving IT teams of the burden of writing code from scratch for routine tasks. This automation extends to both operating system and third-party patch management, ensuring systems remain current and secure with minimal manual intervention.
The platform’s BrightGauge integration further demonstrates ConnectWise’s commitment to data-driven management. This business intelligence tool transforms complex system data into easily digestible visual dashboards, enabling quick pattern recognition and trend analysis. The inclusion of this powerful reporting capability in the basic subscription tier significantly enhances the platform’s value proposition for smaller organizations.
Security remains a paramount concern in the RMM space, and ConnectWise addresses this through comprehensive measures aligned with the NIST Cybersecurity Framework and ISO27000 standards. The platform implements robust change control processes, maintains detailed audit logs, and conducts regular security assessments including penetration testing and vulnerability scanning. While a February 2024 security incident with ScreenConnect raised concerns, ConnectWise’s swift response and subsequent security enhancements demonstrate their commitment to maintaining a secure environment.
The company’s service structure reflects a tiered approach to support, with all users receiving access to email and live chat assistance. While basic plan users are limited to standard business hours support, premium subscribers enjoy round-the-clock assistance including holiday coverage. This scalable support model allows organizations to choose the level of service that best matches their operational requirements and budget.
ConnectWise offers three distinct service tiers – Essential, Pro, and Premium – each tailored to different organizational needs. The Essential plan provides a robust foundation with automated patching, AI scripting, and intelligent monitoring capabilities suitable for many small and medium-sized businesses. The Pro plan introduces advanced monitoring features and network oversight, while the Premium plan caters to cloud-focused operations with enhanced SaaS management capabilities and unlimited remote access.
One notable drawback in ConnectWise’s approach is its pricing opacity. Despite offering clearly defined feature tiers, the company maintains an on-request pricing model typically associated with customized solutions. This approach seems at odds with their standardized plan structure and may complicate the evaluation process for potential customers.
For organizations seeking to offload routine IT management tasks, ConnectWise offers dedicated Network Operations Center (NOC) services. While this premium service incurs additional costs, it enables internal IT teams to focus on strategic initiatives by delegating routine maintenance and monitoring tasks to ConnectWise’s experienced professionals.
ConnectWise’s RMM platform represents a sophisticated solution for modern IT management challenges, particularly noteworthy for its unified approach to system oversight and innovative AI integration. While the pricing structure could be more transparent, the platform’s comprehensive feature set, robust security measures, and proven track record make it a compelling choice for organizations of all sizes seeking to streamline their IT operations.
As the IT management landscape continues to evolve, ConnectWise’s combination of experience and innovation positions it well to maintain its leadership role in the RMM sector. The platform’s continued development and the company’s responsive approach to security challenges suggest a promising future for this veteran player in the IT solutions space.
Add Comment