Dive Brief:
- Kaseya unveiled an agentic IT management and security platform designed to triage tickets, contain threats, verify backups and optimize service-desk workflows autonomously, the company said Tuesday. The software provider announced the platform at its annual Kaseya Connect Global conference in Miami.
- The platform is powered by AI trained on more than a billion help desk tickets, three exabytes of backup data and 17 million managed endpoints, according to the announcement. It includes a suite of agentic digital specialists now generally available to Datto Autotask Ultimate subscribers and embedded in Kaseya’s hybrid-cloud cyber resilience portal and security information and event management solution.
- The rollout comes less than a year after Kaseya appointed former Intuit executive Rania Succar to succeed Fred Vocolla as CEO, ushering in a heightened focus on MSP enablement and technical innovation. Earlier this month, the company opened a Silicon Valley R&D hub to help recruit machine learning, data science and engineering talent.
Dive Insight:
Managed service providers face an uphill climb in finding new customers and adding dollars to existing contracts. As the market tightens, the industry is turning to AI and automation tools to generate efficiency gains, especially in IT help desk, cybersecurity and other core service areas.
“The industry doesn’t need another AI feature bolted onto a disconnected tool,” Succar said in the Tuesday announcement. “What MSPs and IT teams need is a platform that runs their operations — one that sees across every system, understands context, and acts autonomously.”
Frontline IT service desk tasks are ripe for automation, according to a study conducted by Fixify. The helpdesk platform provider’s analysis of more than 50,000 support tickets submitted over 14 months found major reductions in IT ticket resolution times. Teams using automation chewed through support requests from the beginning in under five hours, compared to the typical three days it took for teams lacking automation.
Agentic AI is also creeping into the cybersecurity ecosystem, although tangible gains have been hard to quantify, according to an EY report published in March. Nearly all of the 500 cybersecurity executives interviewed by the consulting firm acknowledged that AI was a “core defensive solution,” and most had already deployed it in some form.
Kaseya is moving fast to add capabilities to its platform. So far, more than 100 new features have been deployed since the start of the year, according to the Tuesday announcement.
“Our customers are under increasing pressure to do more with less, and AI-powered automation is becoming essential to how they operate,” Pratik Wadher, Kaseya’s CTO, said in a separate release announcing the Silicon Valley hub.
