At a Glance

  • Kaseya announced on Tuesday the launch ofan agentic IT management and security platform, which can autonomously perform ticket triage, threat containment, backup verification, and service desk workflow optimization. The software vendor unveiled the platform at its annual Kaseya Connect Global conference in Miami.
  • According to the announcement, the platform is AI-driven, with training data covering over 1 billion service desk tickets, 3 exabytes of backup data, and 17 million managed endpoints. The platform includes a suite of agentic digital experts, now fully available to Datto Autotask Ultimate subscribers, and is embedded in Kaseya's hybrid cloud network resilience portal and its security information and event management (SIEM) solution.
  • The release comes less than a year after Kaseya appointed former Intuit executive Rania Succar as CEO, succeeding Fred Vocolla, and marks a sharper focus onMSP enablement and technological innovation. Earlier this month, the company also opened aSilicon Valley R&D centerto attract machine learning, data science, and engineering talent.

Deep Dive

Managed service providers (MSPs) face significant challenges infinding new customers and increasing revenue from existing contracts. As market competition intensifies, the industry is turning to AI and automation tools to boost efficiency, especially in IT service desks, cybersecurity, and other core service areas.

"The industry doesn't need another AI feature bolted onto a siloed tool," Succar said in Tuesday's announcement. "MSPs and IT teams need a platform that runs their entire operation—one that sees across all systems, understands context, and acts autonomously."

Frontline IT service desk tasks are ripe for automation. According to a study by Fixify, a service desk platform provider that analyzed over 50,000 support tickets submitted over 14 months,IT ticket resolution times have been significantly reduced. Teams using automation averaged less than 5 hours from ticket submission to resolution, while those without automation typically took 3 days.

Agentic AI is also gradually penetrating the cybersecurity ecosystem, though actual results are still hard to quantify. According to areport released by Ernst & Young (EY) in March, of the 500 cybersecurity executives interviewed, nearly all acknowledged AI as a "core defensive solution," and most have deployed AI in some form.

Kaseya is rapidly expanding platform capabilities. According to Tuesday's announcement, the company has deployed over 100 new features since the start of the year.

"Our customers are under pressure to do more with less, and AI-driven automation is becoming key to their operations," said Pratik Wadher, Kaseya's Chief Technology Officer, in a separate press release announcing the Silicon Valley R&D center.