ServiceNow for MSPs Review

Last updated: April 2026

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Quick Answer

ConnectWise was founded in 1982, making it one of the most experienced players in the industry.
The ConnectWise RMM product won the 2024 Channel Futures MSP 501 Gala Award in the 'Preferred vendor' category.
ConnectWise has won 25 other awards in 2024 across various categories.
ConnectWise RMM offers three plans: Essential, Pro, and Premium.

ConnectWise RMM stands out as a well-rounded Remote Monitoring and Management (RMM) solution designed to help Managed Service Providers (MSPs) automate various tasks and streamline their operations. The company, established in 1982, has a long history as an IT solutions provider, consistently developing and improving products for IT professionals worldwide https://www.techradar.com/pro/connectwise-rmm-review. ConnectWise RMM recently earned the 2024 Channel Futures MSP 501 Gala Award in the ‘Preferred vendor’ category, adding to its impressive tally of 25 other awards received in 2024 across different categories. This extensive recognition speaks to the product's strong reputation, reliability, and overall effectiveness in the market. MSPs looking for a comprehensive tool will find its features, such as automated OS and third-party patching, AI scripting, and intelligent monitoring, to be valuable.

What is ConnectWise RMM and its History?

ConnectWise RMM is a comprehensive solution for Remote Monitoring and Management, built to help IT professionals and Managed Service Providers (MSPs) manage their clients' IT infrastructure efficiently. The company itself has a deep and established history in the IT sector, having been founded in 1982 as an IT solutions provider https://www.techradar.com/pro/connectwise-rmm-review. This long-standing presence in the industry positions ConnectWise as one of the most experienced players in the field. Over more than four decades, ConnectWise has continuously evolved, introducing and enhancing its product offerings to meet the changing needs of IT professionals globally.

Origins and Evolution

The journey of ConnectWise began in 1982, marking it as a pioneer in the IT solutions space. From its inception, the company's core mission has been to provide tools and services that empower IT professionals. This long history translates into a deep understanding of the challenges and requirements faced by MSPs and internal IT departments. The sustained effort to improve and expand its product suite has allowed ConnectWise to maintain its relevance and leadership in a highly competitive market. We have seen how companies with such a long history often build a robust foundation of features and reliability, which is critical for MSPs who rely on these tools daily.

Core Purpose of ConnectWise RMM

ConnectWise RMM is designed to be a well-rounded solution for remote monitoring and management. Its primary purpose is to simplify and automate various IT management tasks for MSPs, allowing them to oversee and maintain client systems from a central location. This includes everything from keeping an eye on system health to deploying software updates and resolving issues remotely. The goal is to enhance operational efficiency, reduce manual effort, and ensure the stability and security of managed IT environments. For MSPs, this means they can manage more clients with fewer resources, ultimately improving their profitability and service delivery. The ability to automate tasks through scripting and dedicated Network Operations Center (NOC) services is a key differentiator, helping teams handle routine and complex operations with greater ease. In our analysis, a robust RMM solution must provide both proactive monitoring and reactive management capabilities, and ConnectWise RMM aims to deliver on both fronts.

Impact on IT Professionals

The impact of ConnectWise RMM on IT professionals worldwide has been significant. By providing tools for automation, monitoring, and reporting, it helps IT teams to be more proactive rather than reactive. Instead of waiting for problems to arise, they can monitor systems for potential issues and address them before they affect end-users. This proactive approach leads to higher client satisfaction and less downtime, which are critical metrics for any MSP. The consolidated informational dashboard, for instance, compiles diverse data and presents it in meaningful reports, giving IT professionals a clear overview of their managed environments. This kind of unified view is essential for making informed decisions and prioritizing tasks effectively. The continuous improvement of ConnectWise products over the years reflects a commitment to supporting the evolving landscape of IT services, ensuring that professionals have the necessary tools to navigate complex technological environments.

What Awards Has ConnectWise RMM Received?

ConnectWise RMM has received significant recognition, underscoring its strong standing in the IT services industry. The product was honored with the 2024 Channel Futures MSP 501 Gala Award in the highly competitive 'Preferred vendor' category https://www.techradar.com/pro/connectwise-rmm-review. This particular award highlights its popularity and trusted status among Managed Service Providers. Beyond this prestigious accolade, ConnectWise as a company has accumulated an impressive total of 25 other awards in 2024 across a variety of categories. These numerous awards collectively speak volumes about the product's reputation, its reliability, and its overall effectiveness as an RMM solution for MSPs.

The Channel Futures MSP 501 Gala Award

Winning the 2024 Channel Futures MSP 501 Gala Award for 'Preferred vendor' is a major achievement for ConnectWise RMM. This award is particularly important because it reflects the sentiment and preference of MSPs themselves. When a product is recognized as a "preferred vendor," it indicates that IT service providers trust and rely on it to run their businesses effectively. This isn't just about features; it's about the entire experience, from ease of use to customer support and overall value. For us, such an award serves as a strong indicator of market acceptance and satisfaction within the MSP community. It suggests that ConnectWise RMM not only meets but often exceeds the expectations of its users, making it a reliable choice for those looking to invest in a robust RMM platform.

Broader Recognition and Industry Accolades

In addition to the Channel Futures award, ConnectWise has secured 25 other awards in 2024 across various categories. This broad spectrum of recognition suggests that ConnectWise excels in multiple areas beyond just its RMM capabilities. While the specific categories of these 25 awards are not detailed in our research, their sheer number points to a consistent track record of innovation and quality across the company's product lines. Such widespread acclaim can cover areas like customer service, technological innovation, security, and overall product performance. For an MSP evaluating solutions, a company with multiple awards demonstrates a commitment to excellence across its operations. This kind of consistent industry validation builds confidence in the long-term viability and quality of the vendor's offerings. It reinforces the idea that ConnectWise is not just a one-hit wonder but a consistently high-performing provider in the IT solutions space.

Why Awards Matter for MSPs

For Managed Service Providers, awards like these offer crucial insights when choosing technology partners. They serve as external validation from industry experts and, in some cases, from peers. Awards can help MSPs cut through the marketing noise and identify solutions that have been independently vetted and recognized for their strengths. When we see a product like ConnectWise RMM receiving multiple awards, it signals that the solution is likely robust, reliable, and well-regarded within the industry. This can mitigate the risk associated with adopting new software, as there is tangible evidence of its quality and effectiveness. Ultimately, these accolades boost confidence in the decision-making process, assuring MSPs that they are investing in a proven and reputable tool that can support their business growth and client service delivery. Such recognition also implies a certain level of future-proofing, as award-winning companies are often at the forefront of innovation.

What Features Does ConnectWise RMM Offer?

ConnectWise RMM offers a comprehensive suite of features designed to enhance the operational efficiency and management capabilities of Managed Service Providers. It enables teams to automate various tasks through scripting and provides dedicated Network Operations Center (NOC) services, which are essential for proactive monitoring and maintenance. The platform features a cross-platform dashboard that aggregates diverse data sources, consolidating them into meaningful and actionable reports. Key functionalities also include intelligent monitoring, robust alert management, automated operating system and third-party patching, and advanced AI scripting capabilities. Furthermore, ConnectWise RMM integrates remote access and reporting software, complemented by strong security policies to protect client environments.

Automation and Scripting Capabilities

One of the cornerstone features of ConnectWise RMM is its extensive automation capabilities. MSPs can leverage scripting to automate a wide range of routine and complex IT tasks. This includes everything from deploying software updates and managing configurations to running diagnostic checks and remediating common issues. The inclusion of AI scripting further enhances this, allowing for more intelligent and adaptive automation workflows. This means that repetitive tasks that consume significant time for IT technicians can be handled automatically, freeing up valuable human resources to focus on more strategic initiatives or complex problem-solving. Automated OS and third-party patching is another critical feature, ensuring that all managed systems are kept up-to-date with the latest security fixes and performance enhancements. This reduces vulnerabilities and minimizes the risk of security breaches, a paramount concern for any MSP. "ConnectWise RMM offers excellent value for money for teams of all sizes. From automated patch management to AI scripting, there’s a lot you can do with ConnectWise," stated TechRadar https://www.techradar.com/pro/connectwise-rmm-review. This highlights the breadth of automation available, making it a powerful tool for efficiency.

Monitoring and Alert Management

Intelligent monitoring forms the backbone of ConnectWise RMM's proactive capabilities. The system continuously monitors the health and performance of client endpoints, networks, and applications. This intelligent monitoring goes beyond simple uptime checks; it can track a multitude of metrics, identify anomalies, and predict potential issues before they escalate into critical problems. Coupled with this is a sophisticated alert management system. When a predefined threshold is crossed or an unusual event occurs, ConnectWise RMM generates alerts, which can be configured to notify the appropriate IT personnel through various channels. This ensures that MSPs are immediately aware of any issues that require attention, allowing for rapid response and resolution. The ability to consolidate diverse data into meaningful reports on a cross-platform dashboard further enhances monitoring, providing a holistic view of the IT environment. This centralized visibility is crucial for effective management across different client setups and operating systems.

Integrated Remote Access and Reporting

ConnectWise RMM also provides integrated remote access capabilities, allowing technicians to securely connect to client devices from anywhere. This is indispensable for troubleshooting, performing maintenance, and providing immediate support without needing to be physically present. The seamless integration of remote access within the RMM platform streamlines workflows, as technicians can move directly from identifying an issue to resolving it. Furthermore, robust reporting software is built into the system. These reports compile data on system performance, patch compliance, asset inventory, and technician activities, offering valuable insights into the health and efficiency of managed environments. These reports are not just for internal use; they can be customized and shared with clients to demonstrate the value of the MSP's services, providing transparency and accountability. The unified UIs, as noted by TechRadar, make it an easy-to-navigate tool, even when using multiple ConnectWise products, which is a significant advantage for workflow efficiency https://www.techradar.com/pro/connectwise-rmm-review.

Security Policies and NOC Services

Security is a paramount concern for MSPs, and ConnectWise RMM addresses this with excellent security policies. While specific details of these policies are not outlined in the research, the mention suggests a focus on protecting client data and infrastructure. This likely includes secure remote connections, access controls, and adherence to industry best practices. In addition, ConnectWise offers dedicated NOC services. A Network Operations Center provides 24/7 monitoring and management, ensuring that client systems are continuously supervised and issues are addressed around the clock. This offloads the burden of constant vigilance from the MSP's internal team, especially for smaller MSPs that may not have the resources for 24/7 staffing. "ConnectWise helps teams automate various tasks through scripting and NOC services. You get a cross-platform dashboard that compiles your diverse data and consolidates it into meaningful reports. With intelligent monitoring and alert management, ConnectWise is undoubtedly a good choice if you’re looking for a well-rounded RMM solution," highlighted TechRadar https://www.techradar.com/pro/connectwise-rmm-review. These services provide an extra layer of support and assurance, particularly for clients with critical operations that cannot afford downtime.

How Does ConnectWise RMM Handle Plans and Pricing?

ConnectWise RMM structures its offerings through a tiered system, providing three distinct plans for Managed Service Providers: Essential, Pro, and Premium. The Essential plan serves as the entry-level option, designed to meet the fundamental needs of most small and medium-sized businesses and MSPs. As users require more advanced capabilities, they can upgrade to the Pro plan, which introduces additional features like advanced intelligent monitoring. The Premium plan, while not detailed in our research, would logically offer the most comprehensive set of tools. It is important to note that ConnectWise RMM utilizes an on-demand pricing model, which, according to our findings, is not customizable.

ConnectWise RMM Plan Tiers

The three plans—Essential, Pro, and Premium—are designed to cater to different levels of need and budget among MSPs. The Essential plan is the foundational offering. It includes core RMM features vital for day-to-day operations. These features encompass automated OS and third-party patching, which helps ensure systems are secure and up-to-date without manual intervention. AI scripting is also part of this plan, providing powerful automation capabilities to streamline routine tasks. Intelligent monitoring is included, allowing MSPs to keep a watchful eye on client systems for performance issues and anomalies. Additionally, the Essential plan offers several third-party integrations, enhancing its utility by connecting with other essential tools in an MSP's tech stack. Based on our review, this plan is often sufficient for the requirements of most small and medium-sized businesses and MSPs, providing a solid starting point for remote management.

Moving up, the Pro plan builds upon the Essential plan by introducing more sophisticated features. This tier is geared towards MSPs that need a deeper level of insight and control over their managed environments. Key additions in the Pro plan include advanced intelligent monitoring. While the Essential plan offers intelligent monitoring, the "advanced" designation in the Pro plan suggests more granular control, predictive analytics, or perhaps a broader scope of monitored parameters. Network monitoring is also a significant addition, allowing MSPs to gain comprehensive visibility into network devices and traffic, which is crucial for diagnosing network-related performance issues. Furthermore, backup monitoring is included, ensuring that client data backups are running successfully and can be recovered if needed, a critical component of any disaster recovery strategy.

The Premium plan is mentioned as the third tier. Although our research does not provide specific details on its features, it is reasonable to infer that it encompasses the full range of ConnectWise RMM capabilities, likely including enterprise-grade features, enhanced support, or more extensive automation and reporting options for larger or more complex MSP operations. The progression through these plans allows MSPs to scale their RMM capabilities as their business grows or client needs become more sophisticated.

Pricing Model and Customization

ConnectWise RMM operates on an on-demand pricing model. This means that the cost is likely tied to usage, such as the number of endpoints managed or the services consumed. While this can offer flexibility for some MSPs, our research indicates a specific characteristic of this model: it is "not customizable" https://www.techradar.com/pro/connectwise-rmm-review. This lack of customization suggests that MSPs might not be able to negotiate specific terms, bundle services in unique ways, or tailor pricing structures to their exact operational model. For MSPs with highly specific needs or those operating on very tight margins, a non-customizable pricing model could be a point of consideration. It implies that the pricing tiers and what they include are fixed, requiring MSPs to fit their operations into the predefined structures. This direct approach to pricing means that while it might be straightforward, it might not offer the personalized financial arrangements that some larger or specialized MSPs might seek. We always advise MSPs to thoroughly review the pricing details and compare them against their budget and anticipated usage to ensure alignment with their business model. For more details, see ConnectWise RMM reviews on Capterra.

What Are the Advantages and Disadvantages of ConnectWise RMM?

ConnectWise RMM presents a compelling set of advantages for Managed Service Providers, including dedicated NOC services, award-winning software, and a unified informational dashboard. It is recognized for offering excellent value across various team sizes. However, there are also some notable disadvantages, such as its non-customizable on-demand pricing and a lack of weekend customer support for the entry-level plan.

Key Advantages of ConnectWise RMM

ConnectWise RMM brings several strong benefits to the table for MSPs. One significant advantage is the availability of dedicated NOC services https://www.techradar.com/pro/connectwise-rmm-review. These services provide round-the-clock monitoring and management of client systems, which can be invaluable for MSPs who need to offer 24/7 support without having to staff their own NOC entirely. This offloads a substantial operational burden and ensures continuous vigilance over client infrastructure.

Another major plus is its status as award-winning RMM and PSA software. As noted, ConnectWise RMM won the 2024 Channel Futures MSP 501 Gala Award for 'Preferred vendor' and ConnectWise has secured 25 other awards in 2024 across various categories https://www.techradar.com/pro/connectwise-rmm-review. Such recognition from the industry and peers speaks volumes about the quality, reliability, and effectiveness of the solution. For MSPs, choosing an award-winning product often translates to a more robust, well-supported, and feature-rich tool.

The platform also features a consolidated informational dashboard https://www.techradar.com/pro/connectwise-rmm-review. This dashboard is designed to compile diverse data from various sources and present it in meaningful reports. This unified view is crucial for MSPs managing multiple clients and a wide array of devices, as it provides a single pane of glass for monitoring system health, performance, and alerts. This centralization helps in quick decision-making and efficient task prioritization.

Furthermore, ConnectWise RMM offers integrated remote access and reporting software. This integration streamlines workflows, allowing technicians to swiftly move from identifying an issue to resolving it remotely, and then generating reports to track progress and demonstrate value to clients. The emphasis on excellent security policies is also a significant advantage, providing peace of mind that client environments are protected.

Finally, "ConnectWise RMM offers excellent value for money for teams of all sizes," according to TechRadar https://www.techradar.com/pro/connectwise-rmm-review. This value proposition, combined with features like automated patch management and AI scripting, makes it an attractive option for MSPs looking to maximize their return on investment.

Notable Disadvantages of ConnectWise RMM

Despite its strengths, ConnectWise RMM does have a few drawbacks that MSPs should consider. A primary disadvantage is its on-demand pricing, which is not customizable https://www.techradar.com/pro/connectwise-rmm-review. This lack of flexibility can be a concern for MSPs who prefer to negotiate tailored pricing structures or need to align their software costs precisely with their unique business models and client agreements. A fixed pricing model might not always suit the diverse financial strategies of different MSPs, especially those with fluctuating client bases or specific niche service offerings. We have observed that customizable pricing is often a desired feature for MSPs seeking to optimize their operational expenses.

Another potential drawback, particularly for smaller MSPs or those just starting out, is the absence of customer support on weekends for the entry-level plan https://www.techradar.com/pro/connectwise-rmm-review. While the Essential plan provides core RMM features, the lack of weekend support means that if a critical issue arises on a Saturday or Sunday, users on this plan may have to wait until regular business hours for assistance. For MSPs that promise 24/7 client support, this could pose a significant challenge, potentially impacting their ability to deliver on service level agreements (SLAs) during off-peak hours. This limitation might necessitate an upgrade to a higher-tier plan to access more comprehensive support, which would, in turn, affect the overall cost. For MSPs operating in a fast-paced environment where downtime can be costly, continuous support is often a non-negotiable requirement.

How Does ConnectWise RMM Compare to ConnectWise Automate?

ConnectWise RMM and ConnectWise Automate are both powerful solutions offered by ConnectWise, designed to serve Managed Service Providers (MSPs) with unified monitoring and management capabilities. While they both fall under the umbrella of RMM, they often cater to slightly different operational preferences or existing infrastructures within an MSP's environment. MSPs looking for robust unified monitoring and management solutions should explore both options to determine which best fits their specific needs and workflows. A detailed comparison is available in the blog "ConnectWise RMM vs Automate: A Detailed Breakdown."

Understanding ConnectWise RMM

ConnectWise RMM, as we've discussed, is presented as a well-rounded RMM solution. It focuses on providing a consolidated experience with features like automated OS and third-party patching, AI scripting, intelligent monitoring, and a cross-platform dashboard that delivers meaningful reports. Its strength lies in its integrated approach, offering remote access, robust reporting, and strong security policies. The platform aims for ease of navigation, especially when used with other ConnectWise products, thanks to its unified UIs. This makes it a strong contender for MSPs seeking a comprehensive and streamlined tool that brings together various aspects of remote management into a cohesive package. We have seen how its award-winning status and long history contribute to its reputation as a reliable choice for teams of all sizes. For many MSPs, the integrated nature and the value it offers are key selling points.

Understanding ConnectWise Automate

ConnectWise Automate is another key offering from ConnectWise in the RMM space. While our research provides less direct detail on Automate's specific features compared to RMM, it is clearly positioned as a remote monitoring and management solution as well. The presence of customer review pages for "ConnectWise Automate Customer Reviews 2026" indicates its active presence in the market and its dedicated user base https://hr.mcleanco.com/software-reviews/products/connectwise-automate?c_id=269. Often, products like Automate are known for their deep customization capabilities and extensive scripting options, which might appeal to MSPs with highly specific or complex automation requirements. These solutions typically allow for intricate control over endpoint management and automation, often favored by more technically advanced users or those managing very large and diverse IT environments. The focus might be on empowering MSPs with granular control and the ability to build highly specific automation workflows tailored to unique client needs.

Key Differences and Choosing Between Them

The primary distinction between ConnectWise RMM and ConnectWise Automate often lies in their approach to automation, flexibility, and user experience. While both provide core RMM functionalities, one might emphasize a more out-of-the-box, streamlined experience (like ConnectWise RMM with its unified UIs), while the other might offer deeper customization and a more powerful, albeit potentially more complex, scripting engine (like Automate). MSPs often debate which platform is better suited for their specific operational model. For instance, an MSP prioritizing ease of use, consolidated reporting, and a guided experience might lean towards ConnectWise RMM. On the other hand, an MSP with a strong in-house scripting team, complex multi-client automation needs, or a desire for ultimate control over every aspect of their managed environments might find ConnectWise Automate more appealing.

To help MSPs make an informed decision, ConnectWise itself, or its partners, often provide resources that compare these two solutions directly. The blog "ConnectWise RMM vs Automate: A Detailed Breakdown to Help You Make the Right Choice" serves exactly this purpose https://mspplus.com/blog/connectwise-rmm-vs-automate-a-detailed-breakdown-to-help-you-make-the-right-choice. This resource would likely delve into the nuances of each product, highlighting specific feature sets, ideal use cases, and technical considerations that differentiate them. We recommend that MSPs thoroughly review such comparisons, perhaps even requesting demos of both, to see which aligns best with their existing processes, team's technical expertise, and client service delivery model. The choice often comes down to balancing ease of implementation with the depth of customization and control required for their unique operations.

Frequently Asked Questions

What is ConnectWise RMM?

ConnectWise RMM is a comprehensive Remote Monitoring and Management solution designed for Managed Service Providers. It helps IT teams automate various tasks, monitor client systems intelligently, and manage alerts efficiently. The company, ConnectWise, was founded in 1982, making it one of the most experienced players in the IT solutions industry https://www.techradar.com/pro/connectwise-rmm-review. It provides a cross-platform dashboard that consolidates diverse data into meaningful reports.

What awards has ConnectWise RMM won?

ConnectWise RMM has received significant industry recognition. It won the 2024 Channel Futures MSP 501 Gala Award in the 'Preferred vendor' category. Furthermore, ConnectWise as a company has won 25 other awards in 2024 across various categories, highlighting its strong reputation, reliability, and effectiveness https://www.techradar.com/pro/connectwise-rmm-review. These awards speak to its standing as a top-tier RMM solution.

What are the main features of ConnectWise RMM?

The main features of ConnectWise RMM include automated OS and third-party patching, AI scripting, and intelligent monitoring. It also offers alert management, integrated remote access, and comprehensive reporting software. Dedicated NOC services and excellent security policies are also part of its offering, helping teams automate tasks and manage IT environments effectively https://www.techradar.com/pro/connectwise-rmm-review.

What are the pricing plans for ConnectWise RMM?

ConnectWise RMM offers three distinct pricing plans: Essential, Pro, and Premium. The Essential plan is generally sufficient for most small and medium-sized businesses and MSPs, including core features like automated patching and AI scripting. The Pro plan adds advanced intelligent monitoring, network monitoring, and backup monitoring. The pricing model is on-demand and is noted as not being customizable https://www.techradar.com/pro/connectwise-rmm-review.

Does ConnectWise RMM offer weekend customer support?

For the entry-level Essential plan, ConnectWise RMM does not offer customer support on weekends. This means that users on this plan would need to wait until regular business hours for assistance if issues arise during Saturday or Sunday https://www.techradar.com/pro/connectwise-rmm-review. MSPs requiring 24/7 support might need to consider upgrading to a higher-tier plan to access more extensive support options.