What Is Remote Device Management? A Guide for SMBs

The shift towards remote and hybrid working models has created new hurdles for IT teams.  Employees are younger and more tech-savvy than in previous eras. And devices are more user friendly and easier to learn than in decades past. 

But they’re also more portable and more connected to the wider world than they used to be, which creates real security risks. The good news: IT teams spend less time showing staff how to use shared drives and set up “out of office” notifications. But the bad news: corporate devices are traveling all over the world, and it’s harder than ever to keep them safe and secure. 

Unless you have good remote device management software. Purpose-built services now do everything from delivering a device to updating security packages, from wherever you are to wherever that device happens to be. They’re a lifesaver for busy SMBs. And arguably a must-have in your tech stack. Let’s start by examining exactly what we’re talking about.

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What is remote device management (RDM)?

Remote device management is the practice of monitoring, configuring, and securing devices from a central location. With high-level RDM in place, you can distribute, control, update, and recall employee computers wherever they are, from wherever you are. This includes the ability to lock devices, change passwords, update software, and edit user permissions. This is particularly useful in today’s hybrid working conditions. Many (if not most) companies now have distributed teams, with employees in different cities and countries from the head office. 

As employees increasingly work from home several days a week, it’s crucial to be able to provide IT support and troubleshoot issues without physical access to devices. 

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What does RDM involve?

Remote device management is the broad term for everything you need to manage devices from afar. Tangibly, this includes: 

• Create, adjust, and remove user permissions and profiles
• Update software and perform security scans
• Monitor device performance and identify issues slowing systems down
• Gain admin access remotely, to take over and “drive” the device from anywhere

‍Remote device management is both a practice and a software category. The above capabilities are possible when you choose the right remote management software suite, which we’ll explore further shortly.

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RDM vs MDM

While the names are similar and the differences can be confusing, these two terms aren’t synonyms. RDM is the umbrella term for the practice of managing devices remotely, and MDM is the software that makes this possible. Mobile device management (MDM) is a staple tool within your broader remote device management strategy. It’s the technology that lets you manage, secure, and monitor devices from a central platform.

MDM is arguably the most important tool in your remote management suite.

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Key IT challenges for remote-friendly companies

Without help, most SMBs struggle to manage their remote devices. Here are the most common issues companies face in these circumstances. 

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Distributing devices

Before you can even worry about monitoring and managing remote devices, you need to get them into the hands of end users. This is relatively simple if employees will be at headquarters for their first few days of onboarding, but more challenging when they’re in another city or country.

Ideally, you want to deliver pre-configured devices to employees wherever they are. On time, in the right location—their house or a satellite office—with a clear Plan B if there are any issues. 

And vitally, you’ll do this without distracting your IT staff or office managers with these logistical tasks. 

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Tracking their whereabouts

Device management was easier when everyone had their cubicle workstation, all with the same computer, keyboard, and landline. Today, you have distributed teams working from anywhere, often with completely bespoke IT setups. 

You need to know who has which devices, where they are, and have a simple (ideally automated) way to update your records when items change hands. 

Plus, with more laptops and phones traveling around the world, the risk of loss or theft is also higher. So you also need a way to report stolen items and trace their specific whereabouts. 

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Updating software and fixing bugs

Another challenge with remote teams is repairing and updating devices when necessary. In an office, team members can bring their slow or damaged devices to the IT desk for quick diagnosis. This clearly doesn’t work the same while remote. 

But you can (and should) have remote access tools that let administrators log in and take control from anywhere. These lets you roll out security updates and patches, and see what employees see when they complain about issues.

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Retrieving and replacing devices

Just like getting devices to employees can be a challenge, replacing or retrieving them is equally difficult. Whether you’re upgrading a model, delivering a temporary replacement, or offboarding a remote employee, you need to be able to get devices back efficiently from anywhere. 

You also need to be able to lock and wipe devices remotely, including all user profiles and passwords. A stolen phone or laptop can give hackers access to the backend of your products, user databases or your own financial data. 

It’s a serious risk to send devices out into the world without knowing that you can first wipe, and then retrieve them, no matter where they are.

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Giving employees flexibility

Most employees—but particularly younger generations—have their preferred device models and operating systems. Modern companies should be able to offer employees their choice, within reason. 

But this adds to your logistical challenges. You may need different suppliers for Apple and Android devices, for example. And if the user needs operating systems installed, that’s more work for the IT team to prepare. 

Even simple things like giving an English-native user a QWERTY keyboard versus an AZERTY for a French writer is easily overlooked. 

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Managing remote IT efficiently

Done manually, all of the above takes time and energy from your IT or office managers. They absolutely should not have to know the ins and outs of local deliveries in other countries, and they shouldn’t have to manage tech supply chains. 

The ideal outcome is to automate most—if not all—of the work required. You shouldn’t have to manually update spreadsheets to track items, or install software on laptops one by one. 

And this is where some remote device management providers fall short. If they’re focused purely on access, you’re only solving a portion of your challenges. 

How to set up remote device management

The RDM process requires a suite of good software to operate effectively. So as you shop around potential providers, here are some of the keys to look for. Let’s start with tangible software or tools:

• MDM or unified endpoint management (UEM) software. Key functions include the ability to enforce security policies, manage apps, configure devices, update software, and track any device’s status. You should also be able to lock and/or wipe a device when items get lost or stolen, or for fast offboarding.
  
  
• Remote access tools. These let you view and control a device as a user from anywhere. They’re crucial for troubleshooting and support for remote devices.
  
  
• Endpoint security. You should be able to automatically deploy antivirus and malware updates for all devices.
  
  
• Device monitoring. You also need to be able to check device (and network) performance from anywhere, to see why devices might be running slowly.

On top of these core tools, any modern remote device management provider will also be able to offer the following specifics: 

• Remote locking and factory reset.
  
  
• User and permission management. Add new device users, remove leaving staff, and change levels of access to certain tools. Again, all of this remotely. 
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• Find my device. Expect a handful of devices falling out of pockets or being left on public transport, as well as actual theft. So you need to be able to track the location of devices through services like Apple’s Find My, or through your remote management system.

Of course, you want to do this in a non-invasive, non-creepy way, and only when really necessary. You will doubtless have other key considerations to negotiate with prospective providers. And crucially, there’s more to managing remote IT than gaining access to and controlling devices.

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How to upgrade the typical remote device management system

RDM gives you full access and control over remote devices. But you should really think of the entire system of providing and maintaining staff devices:

• Purchasing, leasing, or sourcing a device for a team member
• Creating accounts, downloading tools, and preparing the device for use
• Distributing devices to team members wherever they are
• Monitoring performance and troubleshooting issues
• Maintaining security standards and being able to lock down accounts in seconds (if necessary)
• Retrieving devices when employees leave or have otherwise finished with them

All of these points make up the holistic device management process for remote teams. It’s essentially RDM 2.0—a full IT system for busy remote teams. On top of the key access features that good RDM tools provide (above), make sure your provider can also offer the following:

• Pre-configured software setup. The best services will send devices out to employees with the software already set up. This means your IT desk doesn’t need to manually do the work, which adds time and can create delays in getting devices out to new staff. 

• International support. Probably obvious, but make sure your RDM provider is available and experienced in each of the countries you need to manage. They should be able to handle distribution and collection locally, and provide technical assistance to remote teams if required. 

• Scalability. Efficiency becomes increasingly important as your company grows and adds more remote staff. Whether you have 50 employees or 300, your remote management system should be just as easy to work with. Add or remove employees with a click, track all devices in one place, and avoid any manual effort that would quickly become unscalable. 

• Customizable equipment. This is one of the factors that differentiates dedicated device management from a simple leasing service. You shouldn’t be limited to a specific package for each employee, with the same narrow range of devices. If employee freedom is important to you, they should get the exact equipment they need to perform at their best.

On top of giving you more security and keeping your records up to date, you want to remove manual admin work and get new team members onboarded quickly. This exact model is saving real time and money for growing companies today.

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Manage all company hardware and software from anywhere

Hybrid work and remote staff are reshaping company IT. Device management is now both crucial and more complex, even if the devices themselves are more commonplace.

Remote, flexible work is critical to find the best talent and let employees do their best work. But as you welcome remote employees—sometimes internationally—you encounter new logistical challenges. Plus the added security and financial concerns.

Your best option for peace of mind and operational efficiency is a remote device management system that handles the entire process: from onboarding to offboarding, with everything in between. 

A service like Primo is: 

• Cheaper than leasing;
• Faster and easier to manage than outsourced IT; and
• Better suited to your needs than a generic managed service provider. 

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Primo includes the core MDM software you need to manage remote devices, alongside an Endpoint Detection and Response (EDR) that you can automatically deploy and monitor to go a step further in security. We also make buying and delivering (and returning) devices simple, manage user permissions and settings easily, and essentially automate all of your core IT processes. 

To see how comprehensive but simple remote device management can make your life easier, get started today.