Kaseya Connect Europe 2026 brought together industry leaders to share hard-won lessons on IT assessments, KPIs, documentation, data, AI and more.

Across sessions, one theme kept surfacing: the smartest technology investments are built on a solid operational foundation of clean data, process standardization, documentation as a cultural habit and a methodical, human-in-the-loop approach to automation.

Here are the highlights and key insights from the sessions.

myITprocess: Building better IT assessments

Successful assessments don’t start with a massive framework. They start small and improve over time. Jasper Golze of ITcares GmbH shared how his team began with just a handful of questions and refined the process based on customer feedback and real-world observations.

“We just started small… maybe with 20 or 30 questions. You don’t need to implement everything on day one.” — Jasper Golze, ITcares GmbH

For Jasper, assessments are living frameworks, not one-off exercises. His team meets weekly to discuss what they’re finding in the field, and whenever they spot a recurring issue across customers, they turn it into a new assessment item.

The session also highlighted the importance of shifting conversations away from technical findings and toward business outcomes. Rather than walking executives through dozens of technical recommendations in a single meeting, Jasper spreads focused conversations across the year — one on Microsoft 365, another on infrastructure, another on security — and frames them around business decisions.

“Most business owners don’t care about the technical details. They want to know what they should do next.” — Jasper Golze, ITcares GmbH

That shift, he explained, is what elevates an MSP from vendor to trusted advisor. Customers now call him for strategic input well beyond IT.

The top 10 KPIs every IT leader needs

Operational data only creates value when it drives action. This session focused on the metrics that help IT leaders identify risk, improve service quality and make better decisions. Customer speaker Gemma Honey of Viadex shared how visibility into service desk performance lets her team get ahead of problems before customers ever feel them.

A recurring point was that the right KPIs can improve profitability, technician well-being and customer experience.

“With more tickets, it’s more time spent. Then you’ve got burnt-out engineers… and you’ve got an annoyed customer.” — Gemma Honey, Viadex

The answer, Gemma explained, is proactive service powered by good data and good documentation. Her team has invested heavily in IT Glue so technicians can reach everything they need in a single click from the ticket, and is standardizing services so every customer engagement carries clear, committed objectives.

Customer panel: Building the foundation for AI success

While the conversation centered on AI, the panel quickly arrived at a different conclusion: AI success begins long before AI is introduced.

The three panelists — Javier Dugarte of Go Cloud, Martin Waedt of Waedt IT Services and Kevin Lockhart of Couno IT Solutions — agreed that structured data, documented processes and operational consistency was key to AI success.

Kevin described how the emergence of AI pushed his team into serious process mapping and a complete reclassification of their Autotask ticketing system.

“We had to spend a lot of time enriching our data and making sure it was legible,” said Kevin.

Martin agreed that organizations need to address the basics first: “AI doesn’t work if your process doesn’t work, if your data is not in good shape.”

The panelists were unanimous that documentation is what separates a scalable business from one dependent on individuals, and reduces the risky reliance on tribal knowledge.

“If it’s not documented, it doesn’t exist.” — Javier Dugarte, Go Cloud

Asked where a growing MSP should begin, Martin commented: “If I had to choose what to start first, it would be documentation.” The takeaway for the room was to treat documentation as a business asset, built into daily workflows.

When the conversation turned to business growth, integrated billing came up again and again. Javier described how Autotask’s automated billing and connectivity helped his team capture revenue they had been leaving on the table, especially through a recent merger and acquisition.

Martin’s numbers were the headline of the session. Manual billing had become a multiday monthly ordeal that capped his ability to grow.

“We tripled our revenue,” said Martin. “This was the biggest impact for our business.”

By making Autotask’s integrated billing his source of truth, Martin cut monthly billing from roughly two to three days down to about two hours.

Strong documentation and SOPs, the panel agreed, let less-experienced technicians punch well above their level, enhancing both capacity and service quality.

“Level one engineers can start touching tickets that normally a level two or level three would have had to do.” — Kevin Lockhart, Couno IT Solutions

A deep dive on service delivery KPIs

In a focused interview with Kaseya’s EliseRodriguez, Martin Waedt went deeper on the metrics and habits behind his team’s efficiency.

Martin emphasized that first-contact resolution sits at the center of his company’s DNA and is the KPI that matters most. Technicians are trained to resolve issues during the first interaction whenever possible, because every callback, repeat appointment, or duplicated effort frustrates customers.

“If you have to call back, schedule another appointment or do things twice, customers find that annoying.” — Martin Waedt, Waedt IT Services

One of the strongest AI success stories was automation removing about 30% of Level 1 support tickets, including security alert validation, patch verification, vulnerability checks and routine remediation. Where a device is already compliant, the ticket is automatically documented and closed. Where action is needed, AI gives the technician clear next-step instructions.

Martin was candid that an early attempt to switch on automated ticket triage all at once failed. Data wasn’t ready, processes weren’t defined and tickets landed with the wrong (or unavailable) technicians, hurting customer satisfaction. His team turned it off and rebuilt the process.

His recommended approach: Start with AI recommendations, keep a technician reviewing suggestions, audit accuracy every couple of weeks, gather frontline feedback and only fully automate once confidence is established.

Beyond timesheet utilization, Martin tracks a seats-per-technician ratio, currently targeting roughly 390–410 seats per technician as a staffing benchmark. Too low signals underutilization, too high signals burnout risk. The payoff: his team has added customers and seats over the years without adding support headcount, and he believes further automation could lift capacity by another third without hiring.

Digital Specialist for Ticket Triage

Several customers shared how Digital Specialist for Ticket Triage is removing one of the most manual parts of service delivery: ticket classification and assignment. Early results included fewer hours spent reviewing tickets, more accurate routing, and better visibility into service desk workloads.

The discussion also surfaced a critical lesson for any organization beginning its AI journey: the quality of ticket categorization, issue types and historical data has a direct impact on AI performance. Martin’s team did the groundwork first, dramatically expanding how tickets are classified.

“We went up from two or three issue types and sub issue types. We have now 13 issue types with over 100 sub issue types.” — Martin Waedt , Waedt IT Services

That investment paid off in both accuracy and confidence. Martin’s team is now considering moving from review mode to full automation.

For Kevin, the biggest win was freeing engineers from a flood of low-value alerts.

“We were recording thousands of tickets a month. We’re now back down to hundreds. We got rid of all that and could kind of filter through the noise.” — Kevin Lockhart, Couno IT Solutions

The through line: What Europe’s industry leaders have in common

If there’s a blueprint emerging from these sessions, it looks like this:

Start small and iterate. Whether it’s assessments or AI, the winners begin modestly and refine continuously rather than boiling the ocean on day one.
Lead with business outcomes. Strategic, decision-focused conversations (not technical reports) are what make an MSP irreplaceable to its clients.
Document everything. Documentation and SOPs are the foundation for scale, the cure for tribal knowledge and the multiplier that lets junior techs do senior work.
Clean your data before you scale AI. Ticket triage and automation only perform as well as the categorization and history behind them.
Let the platform do the heavy lifting. From KPI dashboards to integrated billing to AI triage, the right tooling translated directly into reclaimed hours, captured revenue and happier teams.
Standardize relentlessly. Fewer packages and configurations make everything downstream — billing, automation, training — dramatically simpler.
Adopt AI methodically, with a human in the loop. Recommend, review, then automate. Audit accuracy regularly.

The common thread from Kaseya Connect Europe is encouraging: the industry leaders seeing the biggest AI wins aren’t the ones chasing the flashiest features. They’re the ones who did the foundational work first and let automation compound from there.