What the SuperIT RMM agent is, what it does and what it doesn't do.
The SuperIT RMM agent is a small service you install on each device you want SuperIT to support. It reports the device's current state to SuperIT and runs the commands SuperIT sends it, within the command policies and approvals your team sets. With the SuperIT RMM agent installed, SuperIT can investigate and fix problems on the device itself instead of working from the ticket text alone.
The SuperIT RMM agent is generally available for Windows. The macOS and Linux agents are in Beta. See Supported operating systems.
Core principles
- Live context, not guesswork. The SuperIT RMM agent gives SuperIT and your engineers the device's current state, so a ticket can be investigated against what is actually happening on the device.
- Your rules decide what runs. The SuperIT RMM agent runs only the commands SuperIT sends it. Your command policies decide whether each command runs straight away, waits for an engineer or admin to approve it, or is blocked.
- Outbound only. The SuperIT RMM agent makes outbound connections only. You don't open inbound firewall ports.
- No user interface. End users don't interact with the SuperIT RMM agent: it has no tray icon, window or notifications.
- Keeps itself current. The SuperIT RMM agent updates itself automatically.
- Works alongside your existing tools. The SuperIT RMM agent doesn't replace your RMM tool. You can deploy it with your RMM tool and run both side by side.
How it works
- You download the SuperIT RMM agent installer and generate an install key in Devices → Add new device, then install the agent on the device. See Install the SuperIT RMM agent.
- The SuperIT RMM agent registers the device with your SuperIT team. The device then appears in Devices.
- The SuperIT RMM agent regularly sends SuperIT system information and performance data. What the SuperIT RMM agent collects lists every field.
- When SuperIT or an engineer needs to check or fix something on the device, SuperIT sends a command to the SuperIT RMM agent, which runs it and returns the output.
- The SuperIT RMM agent checks for new versions and updates itself. See Automatic updates.
Network hosts and ports are listed in SuperIT RMM agent requirements.
How commands run
On Windows, SuperIT sends the SuperIT RMM agent PowerShell commands. Each command runs in one of two ways:
- As the signed-in user, for things that depend on the user's profile, such as mapped drives or Outlook settings.
- As SYSTEM, with full local administrator rights, for things like restarting services or repairing Windows components.
Which commands are allowed is decided by SuperIT, not by the SuperIT RMM agent. Your team's command policies and approvals decide whether each command runs straight away, waits for an engineer or admin to approve it, or is blocked.
What it's used for
- Giving SuperIT live context when it triages or investigates a ticket.
- Running diagnostic commands, such as checking services, event logs or disk usage, when SuperIT or an engineer investigates a problem.
- Running fixes on the device, within your command policies and approvals.
- Showing your engineers each device's status, users, agent version and last-seen time in Devices.
What it does not do
- The SuperIT RMM agent doesn't replace your existing RMM tool.
- The SuperIT RMM agent doesn't collect installed software, event logs, temperatures, battery or disk health, or crash reports on a schedule. SuperIT can read some of these by running a command when it needs them, within your command policies. See What the SuperIT RMM agent collects.
- The SuperIT RMM agent doesn't run commands on its own. Every command comes from SuperIT.
- The SuperIT RMM agent doesn't open inbound ports or accept remote desktop connections.
- The SuperIT RMM agent has no user interface and doesn't show end users notifications.