DattoCon Europe drew a full house for a session spotlighting real-world MSP wins, where Tony Houlihan, CTO of TwentyFour IT Services, shared his Kaseya 365 Ops success story.
From conquering tool sprawl to driving revenue with automation, Tony shared how his team uses Kaseya 365 Ops to grow smarter, not harder. And with fresh roadmap teasers and time-saving AI on the horizon, the crowd saw first-hand how Kaseya 365 Ops is changing the game for ambitious MSPs.
Ops: The secret to staying in control
Houlihan’s story hits home for any MSP stuck juggling multiple tools and drowning in repetitive tasks. His team faced exactly that: disconnected systems, scattered documentation and endless manual processes. The switch to Kaseya 365 Ops was about pulling all his fragmented tools together for a more seamless and efficient experience.
What changed with the implementation of Ops?
- Unified PSA: They aligned everything under one roof, with Autotask PSA at the center of the operation, simplifying workflows instead of adding more tools to manage.
- Automated documentation: With IT Glue as the single source of truth, SOPs are standardized, easy to find and new techs get up to speed faster. No more “tribal knowledge” buried in someone’s head.
- Automated billing and cash flow: With ConnectBooster, invoices go out automatically, customers can pay online through a self-service portal and payments are instantly matched in the PSA. No more chasing payments or losing revenue.
- Smart procurement and quoting: With Kaseya Quote Manager, the team can instantly pull real-time distributor pricing, build quotes faster and even offer customers a self-service storefront so they spend less time chasing numbers and more time closing deals.
Automation that actually saves time
One of Houlihan’s biggest wins with Kaseya 365 Ops is simple but powerful: taking all the tedious, manual work MSPs burn hours on and turning it into automated workflows. Instead of wasting time on repetitive admin tasks, his team stays focused on solving real problems and delivering more value to clients.
Here’s how that looks in practice:
- Automatic endpoint mapping: With thousands of endpoints to manage, Tony’s team uses automation to match each device to the right customer contract automatically. This way, when tickets come in, they instantly know who owns what. No more manual detective work.
- AI-powered documentation: Instead of writing SOPs from scratch, they let the Smart SOP Generator create documentation on the fly using live data from IT Glue. This keeps processes up to date without pulling engineers away from their day-to-day work.
- Streamlined issue resolution: Technicians now have instant access to pre-filled passwords, live network maps and smart checklists that appear exactly when needed, cutting troubleshooting time and boosting first-call resolution.
- The result: Engineers spend less time on admin, get upskilled faster and can support more endpoints without adding more staff.
Proactive today, profitable tomorrow
Houlihan summed it up best: “The more proactive we are, the fewer tickets we get, and yet we make more revenue.”
By standardizing their environment with myITprocess and using real-time data to align clients to a clear roadmap, TwentyFour IT Services turns quiet support desks into new sales opportunities. The payoff was stickier relationships, higher margins and a team that’s not buried in busywork.
His advice for other MSPs: Don’t wait to nail your processes. Start with documentation, automate every repetitive step and set up workflows that do the heavy lifting. The sooner you build a proactive, automated foundation, the faster you can grow without growing overhead.
What’s coming next for ops
During the session, attendees also got an early look at where Kaseya is taking Ops next:
- 50+ built-in automations: Take advantage of the 50+ automations already included, with even more on the way, all designed to streamline the entire technician workflow.
- Unified client portal: One centralized place to submit tickets, access documents and passwords, view invoices and more.
- myITprocess warranty reports with added vendors: Device Lifecycle Management in myITprocess already integrates with top vendors like Dell, Lenovo, HP, Cisco Meraki, Acer, SonicWall and Datto Networking, making it easy to monitor warranty status and prevent unexpected downtime. Cisco and Ubiquiti integrations are coming soon, giving you even more visibility across your clients’ hardware environments.
- Smart Ticket Triage: This AI-powered feature in Autotask streamlines service operations by automatically categorizing and updating ticket details based on historical data, finding related and/or duplicate tickets and intelligently routing issues to the most qualified technicians.
- Smart Command: A generative AI chatbot built into Autotask and IT Glue that helps users learn, find and execute tasks like summarizing data, creating tickets or generating flexible assets. It offers in-app guidance, surfaces relevant information and takes action on your behalf, all while respecting roles and permissions to ensure secure, efficient workflows.
Discover the Ops difference yourself
If you’re tired of juggling scattered tools and leaking revenue, Houlihan’s Kaseya 365 Ops story proves there’s a better way. By implementing Kaseya 365 Ops, you can standardize your service, automate the grunt work, get paid faster and grow without piling on costs.
Want to see it in action? Book a demo and discover how Kaseya 365 Ops can help you scale your MSP smarter, not harder.
