Do RMM Platforms Need Native Mac Support?
There’s been a lot of chatter in the market lately about native support for the Mac platform by remote monitoring and management software providers. Certainly, LabTech 2012 introduced native support recently of both Linux and Mac agents to make it easier for IT service providers to support heterogeneous customer environments. But I think we are still on the cusp of seeing serious mainstream demand for these offerings. Here’s why.
Talking to people with their ear to the ground on this trend, MSPs say they are looking for their RMM platforms to support Mac, but there are other things above that on their wishlists. Their customers really may only have a few users on Mac. Most are still Windows shops, even if some people are bringing their iPads and iPhones to work and onto the network, and Apple is slowly releasing solutions to help with that. For instance, last fall Arlin Sorenson of HTG Peer Groups and HTG Technology Solutions told me that HTG members had recently been trained by Apple trainers on managing Apple mobility plays such as iPad and iPhone. But his business, while participating in the training, was still a Windows shop.
Meanwhile, RMM provider Servoyant’s MSP partners’ number one request is for more integrations with the plethora of backup and disaster recovery solutions out there. The company is planning support for Mac platforms in the third or fourth quarter this year. It’s just not as high a priority as some of the other requests by Servoyant MSPs.
So while customers may want the native Mac support, the page hasn’t turned yet. There are still more PCs in cubicles out there than there are Macs. But that demand is coming and more MSPs are looking to eventually add that Mac support.
Which is probably why LabTech is still beating the drum on its LabTech 2012 platform which added the native agents for Mac and Linux.
LabTech offered a deeper look into the benefits MSPs gain a with the Mac and Linux support in its new platform, including the following:
- Rapid response to activities by instantly connecting to Mac or Linux systems
- Audit systems hardware and software to enable visibility into system components
- Execute remote command-line options to perform advanced troubleshooting or system administration
- End-user system tray functionality for quick access to common tasks such as creating tickets, sending screen captures, viewing system information and more
- Monitor and alert reporting on key system health indicators
MSPmentor will be sure to keep an eye on who adds native Mac and Linux support next.
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There are other options available to MSPs and companies faced with managing Macs and delivering Windows to Mac based users.
One such solution is OPUS from Orchard Parc. Developed by researchers at University of Toronto, OPUS provides what Intel calls “Intelligent Desktop Virtualization” for the Mac. It is a virtual appliance that can launch from all of the leading virtual infrastructure and cloud platforms such as VMware, XEN, Amazon and the Intel Hybrid Cloud.
OPUS provides central management of user profiles, applications including those for Mac, Windows and Linux, data and content. Users enjoy a high performance, locally executing Mac desktop experience, and full mobile and off-line use.
With OPUS, MSPs can manage Macs without the need for Apple server technologies, deliver enterprise Windows applications, and enjoy significant server and infrastructure savings versus any VDI solution. OPUS uses less than 5% of the server resources of VDI, so it is very cost effective.
OPUS is available with unique capabilities for markets including education, enterprise BYOC, healthcare and Small Medium business.
Kaseya has had NATIVE Mac and Linux agents for a couple of years now.
I believe N-able also has a native Mac agent (N-central 8.2).
Derek: Thanks for the Opus info. Are you associated with the company?
Brendan, Paul: Thanks for expanding the story a bit and pointing out that Mac-based agents have been available from a range of vendors.
I’m a bit biased on this topic. While I agree with Jessica that many MSPs have yet to roll out Mac support, I think that’s a symptom of the IT channel’s legacy: Many MSPs were originally Microsoft resellers, and Mac wasn’t important to their revenue streams.
That’s changing. Spend some time at major peer group gatherings and you’ll see just how greatly Apple now influences the channel and small business settings… even if MSPs aren’t “reselling” Macs, they need to support them.
-jp
Most of the RMMs deal with OSX. The more interesting question is how long it will take the much more important iOS to replace/subsume OSX and how RMMs move this into the mainstream of their offerings.
Peter
Peter,
I don’t think iOS will replace OS X. Can’t imagine running iMovie and heavy applications on iOS. Plus, OS X sales are still growing.
But your point is definitely noted. iOS installed base continues to grow by leaps and bounds. MSPs that lack iOS and Android knowledge are behind the curve.
-jp
PacketTrap MSP has included native Mac amp; Linux agents for 3+ years now. It also provides remote control features for the same native agents. Additionally monitoring ESX hosts 3.5 and above.
You could also have a look at watchmanmonitoring.com – it's Mac-based. Nice and simple and works well from what I've seen so far. I'd recommend at least taking a look at it. I stumbled across it yesterday while doing my yearly RMM research.
And then there's Panorama9 (www.panorama9.com). The Mac agent will also probe the network for many SNMP-enabled devices.