MSPs everywhere face the same challenges: rising ticket volumes, tools that don’t integrate and clients who expect immediate results. That daily reality took center stage at this year’s Kaseya Connect APAC as leaders and partners explored a better way forward built on integration, automation and measurable results.
Two sessions led by Kevin Sequeira, General Manager of IT Operations Suite and Kaseya 365 Ops, explored how MSPs can drive both efficiency and profit without overextending their teams.
They featured insights from:
- Craig Allen – GM & CTO, Kaseya APAC
- Liam O’Keefe – CEO, Silicon Systems
- Ben Neighbour – Managing Director, TECHD Group
- Grant Crough – Owner, Leap Strategies
Together, they showed how Kaseya 365 Ops is reshaping day-to-day IT operations for MSPs across the region. The MSPs growing fastest today aren’t doing more work — they’re doing the right work. They’ve streamlined operations by connecting systems, automating routine tasks and freeing teams to focus on customers instead of admin. Let’s take a closer look at how those lessons came to life at Kaseya Connect APAC.
The state of IT operations: Why MSPs need a new model
First, it’s worth looking at the current state of IT operations and why many MSPs are rethinking how they work. “Everything that used to define IT — fixing computers, resetting passwords — is no longer enough,” Kevin said. The IT landscape has evolved, but the core challenges remain: too many devices to manage, not enough technicians to manage them and rising customer expectations for faster service and tighter security.
Most MSPs still rely on a patchwork of tools, each solving a small problem but adding complexity when combined. The result is longer hours, duplicated effort and lower margins.
Across Kaseya’s customer base, three distinct groups have emerged: those struggling to grow, those growing steadily and the “amplified IT” operators, which are businesses achieving more than 30% annual growth. What sets the third group apart is how they operate: everything’s connected, standardized and always improving. Amplified IT is where every MSP wants to be — running smarter, scaling faster and delivering more value without adding overhead.
From working harder to working smarter
High-growth MSPs focus on two levers:
- Push down costs by improving team efficiency through automation, integration and meaningful AI.
- Pull up revenue by growing business with existing customers instead of chasing new ones.
That’s the philosophy behind Kaseya 365 Ops, a per-user bundle that unifies Autotask (or BMS), IT Glue, MyGlue, Network Glue, myITprocess, Kaseya Quote Manager and ConnectBooster. Together, they form a single connected system for managing service delivery, documentation, billing and customer engagement.
“Think of it as one system of record for your business,” Kevin explained. “You shouldn’t have to jump between dashboards to get work done.”
Inside the workflow: Craig Allen’s live demo
To show how connected tools simplify everyday IT work, Craig Allen walked through a live example of a typical support ticket — start to finish.
Here’s how it played out:
- An end user logs a ticket directly from their RMM agent, no phone call or email needed.
- The ticket appears in Autotask PSA, automatically filled with user and device details.
- Quick Ticket Templates pre-populate key fields and pull matching SOPs from IT Glue, so every tech follows the same steps.
- If a password reset is required, the engineer uses Network Glue to rotate the password in Active Directory and share it securely through a time-limited link.
- If the issue is escalated, Autotask’s Smart Ticket Summary (powered by Cooper Copilot AI) gives the next tech a quick overview of what’s already been done.
- Using Web Remote Launcher, engineers connect to the endpoint and access credentials directly from IT Glue — no copying, no exposure.
- With the AI-powered Smart SOP Generator, they document the fix in real time and save it in IT Glue for future use.
- Finally, Autotask’s AI-powered Smart Resolution Summary drafts a clean ticket summary, ready to send to the user.
The result: faster ticket closures, fewer escalations and knowledge that compounds over time.
Turning data into dialogue: myITprocess and the modern QBR
myITprocess helps MSPs turn raw data into business conversations that clients understand with its QBR report builder. It automatically gathers KPIs, warranty data and compliance posture, transforming what used to be hours of prep work into a single dashboard.
“Customers are always asking what value you bring… If you’re doing a great job and everything’s working perfectly, they ask, ‘What are we paying you for?’ … So there’s more and more pressure for you to demonstrate value to your customer,” Kevin said.
With myITprocess, MSPs can visualize risk, highlight progress toward modernization and outline clear, budgeted roadmaps. Every meeting becomes a strategic conversation, not a reactive one.
Real stories of efficiency in action
Several MSPs shared how they’ve applied these principles in their own businesses, turning everyday challenges into efficiency wins.
Liam O’Keefe, CEO of Silicon Systems, manages roughly 5,000 tickets per month. His team built 95 automated workflows in Autotask to handle triage and communication, saving about five minutes per ticket — the equivalent of two full-time employees. “The value isn’t just speed,” Liam said. “It’s consistency. Our automations make sure nothing slips through the cracks.”
Ben Neighbour, Managing Director of TECHD Group, credits standardized documentation in IT Glue for helping his company scale across time zones. “When we added agencies and offshore staff, it just worked,” he said. “Everyone follows the same structure.”
Grant Crough of Leap Strategies shared how shifting to an integrated stack helped his team move from ad-hoc processes to repeatable success. “With myITprocess, even our smallest clients get the same quality of reporting and QBRs as our biggest ones.”
Building a smarter future with meaningful AI
Across the Ops suite, Cooper Copilot assists with ticket summaries, SOP creation and smart resolutions, freeing technicians from repetition so they can focus on high-value work.
At Connect APAC, Kevin and Craig previewed what’s next:
- Smart SOP Generator upgrades to automatically redact sensitive info.
- Desktop SOP app for Windows and macOS (coming in 2026).
- End-user verification codes for secure identity checks.
- AI-driven ticket assignment that routes work automatically based on skill and availability.
- Cooper Coach and improved search for step-by-step guidance.
The goal isn’t to replace people, but rather to help them do their best work.
From incremental gains to exponential growth
If your margins sit near 10%, growth doesn’t require an overhaul. Small, repeatable improvements like automating a few steps, reducing manual data entry and improving ticket routing compound quickly. As Kevin said, “When your systems work harder for you, profitability follows naturally.”
With Kaseya 365 Ops, MSPs can onboard new techs faster, deliver consistent service and simplify operations while cutting tool costs.
