Kaseya - Experts & Thought Leaders

Kaseya, the global provider of AI-powered cybersecurity and IT management software, announces findings from a new study by Omdia, a global technology research and advisory firm, highlighting the measurable business value achieved by MSPs and internal IT teams that standardise on Kaseya's unified IT service delivery solution. The study found that organisations using Datto RMM, Autotask PSA and IT Glue improved operational efficiency, reduced costs and increased service capacity by bringing together endpoint management, service desk operations and IT documentation into a unified workflow. Lower operational costs The key benefits reported by organisations interviewed by Omdia include: Significant cost savings: MSPs reported average savings of approximately $2,600 per technician per month, while internal IT teams reported approximately $2,900 per staff member per month. For a 10-person MSP team, this equates to more than $312,000 in annual savings and for an IT team, they are saving approximately $350,000. Lower operational costs: MSPs reported approximately 33% lower IT operating costs and 12% higher contract margins, while internal IT teams reduced IT operating costs by approximately 24% and redirected nearly 19% of their budgets toward strategic priorities such as cybersecurity and employee training. Greater technician capacity: MSPs reported managing 27% more endpoints, handling 23% more tickets and supporting 15% more clients per technician. Internal IT teams handled 14% more tickets per staff member and supported up to 10% more users and endpoints without increasing headcount. Faster service delivery: MSPs improved ticket resolution times by 32% and reduced first-response times by 36%. Internal IT teams reported 11% faster ticket resolution, enabling quicker support for end users. Stronger service and user experiences: MSPs improved SLA compliance by 17%, with an average of 83% of tickets resolved within SLA targets, while internal IT teams reported a 10% increase in employee satisfaction driven by proactive issue prevention, faster resolution times and improved communication. Improved financial performance "Do more, with less is the mandate for IT organisations tasked with supporting more users and devices with limited resources" said Devan Adams, principal analyst, Omdia. "Better operational efficiency, higher-quality service delivery and improved financial performance, were the outcomes that organisations we interviewed achieved and reported meaningful gains after standardising on a unified approach to IT operations. With IT solution consolidation being a top priority for over 40% of IT organisations, the focus has shifted from how do we add more technology and staff to how do we get more from what we already have. The results demonstrate how unified IT service delivery solutions can enhance scalability and service levels while freeing current resources for higher-value initiatives.” Customer satisfaction score "Migrating to Kaseya’s IT Service Delivery solution has helped my team better serve clients through tighter integration of key tools and easier access to client information,” said Jason Comstock, president, Clarity Technology Solutions. “Additionally, it has improved remote support capabilities, allowing us to assist users more efficiently. With Kaseya, we have maintained a customer satisfaction score above 98%, and it has also helped us measure and reduce ticket response times more effectively.” The study also highlighted qualitative benefits beyond the measurable operational improvements. Respondents cited greater visibility into their environments, improved collaboration across teams, reduced administrative burden and the ability to focus more time on strategic initiatives rather than routine operational tasks. One MSP interviewed for the study noted that increased efficiency enabled the organisation to support additional customers without adding staff, creating new opportunities for growth while maintaining service quality. Maintaining service quality "This research reinforces a clear trend we hear from our customers every day: IT teams are looking for technology that helps them achieve more with less complexity," said Johnny Ghibril, general manager of endpoint solutions, Kaseya. "Datto RMM is proof of what that looks like in practice. The AI driven innovation we shipped over the past year is already delivering measurable efficiency gains for MSPs, and paired with the power of IT Service Delivery, it's helping organisations increase productivity, improve customer experiences, and drive stronger business outcomes while creating capacity for future growth." Enhanced API capabilities Omdia’s research findings align with Kaseya’s continued investment in Datto RMM, which has introduced a series of innovations over the last 12 months aimed at improving technician productivity and operational efficiency. Recent enhancements include AI-enhanced Smart Insights, Dynamic Grouping Policies, expanded Microsoft 365 integrations and enhanced API capabilities. The study was commissioned by Kaseya and conducted by Omdia between March and April 2026. Omdia conducted 16 in-depth interviews with eight MSPs and eight internal IT teams in North America that adopted Kaseya’s solution after using competitive offerings as well as five non-Kaseya customers.

Kaseya, the global provider of AI-powered cybersecurity and IT management software, welcomes thousands of managed service providers (MSPs) and IT professionals to Kaseya Connect Edge, the company’s virtual innovation summit. The event focused on the technologies and strategies shaping the future of IT, from AI and cyber resilience to compliance, automation and operational efficiency. Among the announcements unveiled at Connect Edge were two significant enhancements to Datto RMM designed to help MSPs and IT teams strengthen compliance, simplify endpoint management and expand opportunities in regulated and Apple-centric environments. Core communication channels As governments and regulated industries around the world transition toward the FIPS 140-3 requirements, many RMM platforms are not yet equipped to support the new standard. This gap has already locked MSPs and IT teams out of deals with government, healthcare, finance and defense. Kaseya is closing this gap by adding FIPS 140-3 validated cryptography to Datto RMM, at no additional cost, starting in October 2026. Built on an international standard, NIST-validated cryptographic module, the capability covers the platform’s core communication channels and is controlled through a single account-wide toggle, off by default, giving MSPs and IT teams a way to meet the new standard on their own timeline. NIST-validated module Because the cryptography is built on a NIST-validated module rather than a vendor’s self-described claim of strong encryption, organisations get independently certified assurance. Additionally, the update requires no trade-off in capability: patching, automation, monitoring and remote control all remain fully intact, with audit-ready logging built in from day one to reduce audit and legal exposure. "As regulatory requirements continue to evolve, MSPs and IT teams shouldn't have to choose between compliance and operational efficiency," said Pratik Wadher, Chief Technology Officer at Kaseya. "At Kaseya, we're making it easier for organisations to pursue opportunities in highly regulated industries while continuing to leverage the automation, visibility and security capabilities they rely on every day. This is yet another example of how Kaseya is removing barriers and helping customers stay ahead of what's next." Managed mobile devices MSPs and IT teams have long managed mobile devices through separate Mobile Device Management (MDM) tools, leading to extra costs, fragmented visibility, and gaps in an otherwise unified environment. Starting in early October 2026, Datto RMM will add native Apple MDM to provide a centralised view for MSPs and IT teams, with the ability to enrol, configure, and manage iOS, iPadOS, and macOS devices directly within their existing platform. Technicians will now be able to enrol devices individually or in bulk through Apple Business Manager, apply centralised security and compliance policies, deploy apps, and take remote action all without leaving the platform. Additionally, mobile devices will appear alongside other endpoints in existing dashboards, filters, and compliance reports, giving teams complete visibility.

Kaseya, the global provider of AI-powered IT management and cybersecurity software, has kicked off Kaseya Connect Europe at the Prague Congress Centre by announcing the latest advancements in Kaseya Intelligence, the company’s AI engine powering the first agentic IT management platform. Continuing its pace of innovation, Kaseya is previewing the next evolution of Kaseya Intelligence: an open platform built on APIs that delivers insights and automation wherever IT teams work, including the Kaseya platform, Claude and Microsoft Copilot Cowork. Real-time insights By extending beyond the traditional Kaseya user interface, Kaseya Intelligence enables IT teams to access real-time insights and execute workflows directly within the applications and AI assistants they already use. AI-powered agents and Digital Specialists will identify issues, recommend remediation, and, with technician approval, execute tasks, update tickets and generate reports automatically. Early access to these new Kaseya Intelligence capabilities is expected in late 2026, with general availability expected in 2027. “The IT industry has spent years asking technicians to adapt to software,” commented Pratik Wadher, chief technology officer, Kaseya. “We decided to change that. With Kaseya Intelligence, we are building the first truly open, agentic IT platform—one that meets technicians inside the tools they already use, including Claude and Microsoft Copilot, and gives them the ability to move from real-time insights to fully automated remediation without ever switching context. That is not a feature; it is a fundamental shift in how IT gets done.” Recently introduced capabilities “Kaseya Intelligence is changing how we operate as an MSP,” said Olav Thijssen, operational support coordinator for Advisor ICT Solutions, a Kaseya customer. “With automation, AI-driven insights and hundreds of core tools available via a single platform, it is helping us to streamline operations and make faster, more informed decisions to scale our business, while delivering a higher level of service for our customers.” Kaseya Connect Europe also provides a deeper dive into more than 175 product enhancements delivered across the Kaseya platform in its latest release. Among the recently introduced capabilities are Agentic Digital Specialists, Unified Cyber Resilience and Kaseya SIEM, all powered by Kaseya Intelligence. Cloud security frameworks In addition, the Kaseya platform is actively progressing toward alignment with key European cloud security frameworks, including ENISA’s European Cybersecurity Certification Scheme for Cloud Services (EUCS). As compliance requirements such as ISO 27001 and NIS2 continue to grow in complexity, Kaseya is leveraging AI and automation to help MSPs and IT teams close compliance gaps more quickly and easily. Compliance Manager GRC, a Kaseya solution, has officially released support for UK Cyber Essentials v3.3, and Kaseya will be introducing Compliance Monitor Automatic Remediation – a new capability that automatically resolves endpoint compliance issues through Datto RMM. Evolving regulatory requirements Throughout Connect Europe, Kaseya will highlight its continued investments across Europe, with a focus on its operations in Munich to better support partners and customers in DACH. This includes distribution agreements across France, Germany and Italy, with the company having appointed Amaury Dutilleul-Francoeur, Vice President of Distribution and Alliance, based in the UK, who will be responsible for building and managing its fast-growing distribution team. “Europe is an extremely important market for Kaseya and it remains central to our long-term growth strategy,” said Dermot McCann, Kaseya’s executive vice president and general manager, international. “With Kaseya Intelligence, we are bringing advanced insights and automation directly into the tools IT teams already rely on every day. This enables our partners and customers across Europe to operate more efficiently, navigate evolving regulatory requirements with confidence and deliver even greater value to the organisations they support. As we continue to invest in the region, our focus remains on delivering practical innovation that drives meaningful business outcomes.”