The final day of Kaseya Connect Global 2024 offered a deep dive into cybersecurity, emphasizing how it can transition from a challenge to a significant growth opportunity for managed service providers (MSPs). Among the myriad of insightful sessions, two stood out for their focus on cybersecurity’s evolving landscape and strategic management.

Risky business: Turning cybersecurity challenges into opportunities

Led by Greg Jones, VP of Business Development of EMEA at Kaseya, this session leveraged findings from the 2024 MSP Benchmark Survey to address cybersecurity critical challenges faced by IT professionals. The discussion centered around the increased threat of ransomware, highlighting that cybercrime has recently become more prevalent than other crimes, particularly affecting SMBs, which are often considered soft targets. With over 80% of ransomware victims being small businesses facing an average hourly downtime cost of $8,000 after an attack, the urgency for robust cybersecurity measures is clear.

Jones also discussed building a cybersecurity stack that aligns with the NIST Cybersecurity Framework to target specific concerns, showcasing products like Dark Web ID, Vulscan and BullPhish ID that help identify cybersecurity threats, protect IT environments and govern IT security postures effectively. This holistic approach not only enhances protection but also positions cybersecurity as a driver for business growth.

CISO roundtable: Navigating the cyberthreat landscape

The CISO roundtable featured a robust panel of experts, including Jason Manar, CISO at Kaseya; Lisa Sotto, Partner at Hunton Andrews Kurth LLP; Wes Spencer, Cofounder of Empath and Vice President of Cybersecurity Strategy at CyberFOX; and Rich Tallman, Sr. Director Global Cloud Security and MSP at Bitdefender. They discussed the current cyberthreat landscape, highlighting the need for constant vigilance and improvement in cybersecurity strategies.

Key points addressed included the essential cybersecurity tools that 70% of small businesses and MSPs lack, the importance of having a detailed incident response plan, and the role of cybersecurity insurance. Lisa Sotto emphasized the complexity of navigating the legal landscape, which involves understanding federal laws, state laws and industry standards. Rich Tallman shared insights from his experience running an MSP, stressing the importance of simplifying security solutions to make them more digestible for clients. Jason Manar discussed the strategic importance of security in corporate decision-making and the shared responsibility of cybersecurity between MSPs and their clients. Wes Spencer emphasized that MSPs uncertain about how to begin with cybersecurity should adopt a security framework, as it significantly simplifies the process and greatly enhances their cybersecurity efforts.

Day three highlights and activities

The day began with opening remarks by Holly Pateman, Senior Vice President of Product Marketing at Kaseya, and Joe Smolarski, President and Chief Customer Officer at Kaseya, followed by a sponsor spotlight session with Erwin Visser and Ken Miller from Microsoft, who discussed how Microsoft empowers MSPs to tackle new opportunities in AI. The series of sessions that followed covered a wide range of topics from Microsoft’s AI strategies to advanced threat analysis and cybersecurity best practices.

Beyond the sessions, the day was filled with opportunities for attendees to engage with one another and discuss key takeaways. The expo hall was a hub of activity, with hands-on demonstrations and in-depth discussions with product experts.

A grand finale: Celebrations and closing remarks

The conference wrapped up with a giveaway event hosted by Danny Jenkins, CEO and Co-founder of ThreatLocker, followed by closing remarks from Fred Voccola, CEO of Kaseya. The final lunch and last call for the expo hall provided additional networking opportunities, ending the conference on a high note of community and collaboration.

In conclusion, the third day of Kaseya Connect Global 2024 highlighted the critical role of cybersecurity in today’s IT landscape. It showcased not only the challenges but also the vast opportunities for MSPs to grow and strengthen their offerings in this essential area, underscoring the conference’s overarching theme of leveraging automation and AI to enhance IT operations. As we close this year’s event, the insights and strategies shared promise to resonate and impact the attendees’ practices well into the future, making way for the golden age of IT and cybersecurity management.

We can’t wait to see you in Las Vegas at Kaseya Connect Global 2025.

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Harnessing AI and autonomous automation in IT management

During the session “IT & Security Management of Tomorrow, Today with AI and Autonomous Automation,” led by Nadir Merchant, General Manager and CTO at Kaseya, we delved into the rapid evolution of AI within IT. This isn’t just about keeping pace with technology; it’s about setting the stage for a future where AI not only enhances operational efficiency but also pioneers new avenues for innovation and service delivery. Nadir highlighted the integration capabilities of Kaseya’s IT Complete, demonstrating how owning the entire IT toolkit enables seamless, effective integrations that outpace third-party solutions. He also explored the extensive range of workflow integrations available in IT Complete, which currently exceed 1,500. To simplify usage, Kaseya has curated two critical lists for its users: the “Essential 20 Automations” and the “Core 50 Integrations.” 

This session also underscored the shift toward a more proactive and predictive IT management framework, leveraging the following automation categories:

• True-Sync: This category of automations eliminates the manual effort required to maintain updated information across various IT Complete modules. It automatically synchronizes data to ensure consistency and accuracy throughout your IT management system.
• One Deploy: One Deploy streamlines the deployment of IT infrastructures and manages licensing more efficiently. It automates the processes involved in setting up and maintaining an IT fleet, including software and hardware deployment and license management.
• Endpoint Shortcut: This category of automations enhances the navigation experience within IT management modules by creating intentional, direct connections. This automation makes it easier for users to access related functionalities quickly and efficiently without navigating through multiple interfaces.
• SmartLook: SmartLook delivers necessary information directly to technicians, wherever they are, eliminating the need to search through systems or databases. By bringing information directly to the user’s interface, SmartLook significantly reduces time spent on information retrieval.
• SafeCheck: SafeCheck ensures that devices comply with established IT policies before any critical actions are taken. This automation checks and verifies compliance status to maintain security and operational standards across an IT environment.

Another highlight from this session was the emphasis on IT Glue’s newest feature, IT Glue Copilot, a groundbreaking AI tool designed to enhance IT documentation through smart suggestions and automated asset management. IT Glue Copilot will introduce a new level of efficiency and productivity to IT professionals, proving to be a vital tool in the AI-driven transformation of IT services.

Enhancing backup and recovery with intelligent automation

During the “Automate Your Way to Better Backup & Recovery” session at Kaseya Connect Global 2024, Matthew Brady, Senior Solutions Engineer, and Adam Marget, Product Marketing Manager, both specializing in Unified Backup, highlighted how automation and AI are transforming the backup and recovery landscape. This session emphasized the critical role of advanced technologies in overcoming the challenges posed by today’s complex IT environments, where multi-cloud solutions and hybrid work models are prevalent, and human error contributes to 74% of security breaches.

The introduction of BackupIQ, an intelligence engine for backup and recovery, stood out. This tool automates the management of backups across multiple platforms, ensuring quick recovery within service level agreements and enhancing data security. Features like automated hourly backups for Microsoft Azure and intelligent disaster recovery plans streamline operations and reduce the risk of data loss. BackupIQ also utilizes AI-driven alerts to prioritize issues that threaten compliance with recovery objectives, customizing alert responses based on backup policies. The session also covered self-healing technologies within the Unitrends framework, such as Helix, which proactively resolves system issues to maintain backup integrity without human intervention.

The integration of smart ticketing with BMS and Autotask was also highlighted as a key factor in operational efficiency. This system automates the creation and resolution of tickets based on backup alerts, further reducing the manual workload and aligning with the theme of leveraging automation and AI to enhance IT operations.

Diverse expertise and dynamic discussions

Day two of this year’s Kaseya Connect Global featured an impressive lineup of speakers ranging from industry leaders to technical experts, each bringing a unique perspective to the forefront. Brendan Hunt, best known as Coach Beard from the Apple TV+ sitcom “Ted Lasso,” delivered the Guest Keynote to a standing-room only audience. In addition to his role on screen, Hunt is also a co-creator and writer of the show. He infused humor and creativity into the discussion to share insights about team management and leadership. Other sessions covered a wide array of topics, such as cybersecurity strategies, IT marketing tactics and advanced integrations, reflecting the diverse challenges and opportunities within the IT industry today.

Engagement and entertainment: Beyond the sessions

Amidst the packed schedule of sessions and workshops, Kaseya Connect Global also offered plenty of opportunities for relaxation and networking. Attendees enjoyed coffee breaks and casual meetups between sessions, which provided a great environment for mingling and sharing ideas. The highlight of Wednesday’s social agenda was the much-anticipated Rock IT Party. This event offered not just a chance to unwind but also an opportunity to celebrate our collective achievements and forge deeper connections within the Kaseya community in a festive, enjoyable setting.

Looking ahead

In conclusion, day two at Kaseya Connect Global was not only a deep dive into how AI and autonomous automation are reshaping the IT landscape but also a celebration of community and innovation. It provided a clear view of a future where technology not only supports but also drives business strategy and operations, ensuring that IT departments and the businesses they support are always one step ahead. As we continue to explore these themes, stay tuned for more updates and highlights from Kaseya Connect Global 2024!

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Introducing Kaseya 365: A Game-Changer in IT Management & Security

The keynote highlight was Kaseya’s much anticipated industry-changing announcement: The unveiling of Kaseya 365. This cutting-edge platform promises to revolutionize how IT professionals manage, secure, back up and automate their workflows across multiple SaaS applications. Kaseya 365 is designed to enhance efficiency, security and scalability, providing users with a more cohesive and integrated experience and truly transform the unit economics of IT and security management.

“We believe that Kaseya 365 is going to create a new golden age for MSPs,” said Voccola. “MSPs can expect to increase their profit per endpoint by upwards of $10 without adding a single customer or making a single sale.”

Kaseya 365 is a game-changer for MSPs “that will make their lives easier and drive revenue.” Kaseya customers who already subscribe to at least one individual component of Kaseya 365 can easily upgrade to a full Kaseya 365 license with an incremental upfront cost. 

Kaseya 365 is available in two tiers. Kaseya 365 Express, which features the core components of comprehensive endpoint management: RMM, advanced software management, antivirus, ransomware detection and endpoint backup, and Kaseya 365 Pro, which includes all of the components of Kaseya 365 Express and adds next-generation endpoint detection and response (EDR).

Kaseya makes Partner First Pledge

While the release of Kaseya 365 was the big news of the day, it wasn’t the only news from Kaseya. Voccola spoke at length about the importance of Kaseya’s investments in its partnership with MSPs, and Kaseya’s commitment to that partnership can be seen in its new Partner First Pledge, which includes:

Profit Loss Protection: Kaseya pledges that it will work with any MSP that experiences the loss of a customer whose services represent 20% or more of the MSP’s spend with Kaseya. Should a customer of that size be lost, Kaseya will adjust the MSP’s license count down to the net amount lost for that account.

Price Lock Guarantee: Many software vendors increase their prices every year, on average by 6 percent. In alignment with their commitment to offer partners top-tier solutions at the most competitive prices, Kaseya will cap any increase in current customers’ product pricing to a maximum of 5%, plus any adjustments necessary for inflation at the time of contract renewal.

“Our price lock guarantee states that we will not raise the price higher than a small amount above the Consumer Price Index,” said Voccola.  

In addition, Kaseya has made one-year contracts more affordable and competitive. While one-year contracts have always been available, one-year pricing has been significantly reduced to make it easier for partners to access and benefit from Kaseya solutions with a shorter-term commitment. 

Beyond the keynote

Beyond the keynote, the focus of many mainstage presentations on Tuesday was leveraging the power of automation. The benefits that AI and automation bring to the table for the multifunctional IT professional were explored in the Kaseya Product Innovation session. Kaseya has invested heavily in increasing the automation and AI capabilities within its solutions. There are currently over 250 fully built automations available in the IT Complete Automation Universe thanks to that investment. 

After the excitement of the keynote, attendees flooded into the bustling exhibition hall. The hall was abuzz with vendors showcasing the latest in IT solutions, tools and services, plus some excellent swag from Kaseya Connect Global’s sponsors. Attendees had the opportunity to engage with technology experts, get hands-on demonstrations and discuss personalized solutions to meet their unique business needs.

Afternoon breakout sessions afforded attendees the opportunity to take deep dives into cybersecurity, automation, business best practices, MSP sales and marketing, and the inner workings of Kaseya 365. These sessions provided valuable learning opportunities, with experts leading informative and interactive discussions. Throughout the afternoon, attendees were also able to further their professional development pursuing Kaseya Certified Expert certifications. 

The week ahead

As always, the innovation, networking and deep dives into the future of IT management at Kaseya Connect Global is unparalleled. There is no shortage of ways for attendees to network, learn more about IT and cybersecurity management and see how Kaseya’s cutting-edge solutions could benefit them. 

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Key Themes and Discussions

The M&A Symposium kicked off with an address by Kaseya Chief Executive Officer Fred Voccola outlining the climate in the M&A space as well as his insights into the current market and the challenges that he believes lie ahead. Other experts also offered their insight throughout the day’s sessions.    

Understanding Market Dynamics

The symposium opened with a comprehensive analysis of the current market dynamics and a look at how those dynamics may impact MSPs looking to sell their business this year. Many aggregators are looking at a tough financial landscape and growing more cautious in their attitudes toward M&A. Also, a slowdown in the macro-economic climate is translating into delays in aggregators launching new projects. Buyers and sellers were urged to remember that M&A is a numbers game, and they must ensure that they’re calculating their value accurately. 

Make due diligence a priority

A central theme of the day was the critical role of strategic fit and due diligence in a successful merger or acquisition. Honest financial assessments are critical, and everyone involved in a deal must do their homework to ensure that the financial picture they have is accurate. Buyers and sellers also must ensure that potential deals align strategically with their long-term goals. Real-life examples illustrated some of the common pitfalls to avoid and smart moves buyers and sellers can make to close a deal that benefits both parties.

“There have been a couple of companies that we looked at where there was blatant fraud, with fake bank accounts and manufactured statements,” cautioned Voccola.

Navigating financial challenges in a tight market

Another focal point was the current financial landscape, which can significantly impact M&A activities. Attendees learned that aggregators or large MSPs have typically been doing an average of five deals per year. However, half of those buyers told Kaseya that they will be slowing down or pausing M&A in the next six to 12 months. This is a good illustration of the precariousness of the market. The M&A slowdown can be attributed to high interest rates, too much competition and challenges in finding the right deals. 

Post-merger integration and culture

Post-merger integration was highlighted as a make-or-break factor in the success of M&A deals. Having navigated a successful but extremely complex and challenging transition with Datto, Kaseya’s shared their experiences in taming the rumor mill, managing team integrations and aligning corporate cultures. Hearing these real-life examples and cautionary tales provided attendees with tools to manage change effectively, including how staff from different entities can work together harmoniously and drive the combined entity toward shared goals.

Future outlook and opportunities

The symposium concluded with a forward-looking discussion on the future of M&A in the MSP sector. As technology continues to evolve, MSPs face new challenges and opportunities. The panelists encouraged attendees to think beyond traditional models and consider how innovations like cloud computing, machine learning and IoT could influence future M&A strategies.

The M&A symposium at Kaseya Connect Global 2024 was not just an opportunity to learn about current trends but also a forum for forging new connections and envisioning the future of the MSP industry. As MSPs continue to navigate the intricate landscape of mergers and acquisitions, the knowledge gained from this event is sure to play a role in shaping strategies for growth and innovation.

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Introducing IT Glue Copilot

Kaseya CTO and GM of IT Glue, Nadir Merchant, introduced IT Glue Copilot during the keynote. This advanced feature leverages AI technologies such as natural language processing, generative AI, machine learning and traditional intelligence algorithms to revolutionize IT documentation. IT Glue Copilot simplifies the documentation process by automating the creation of related items, offering smart templates and providing intelligent suggestions for relationships based on user preferences and historical data. This tool integrates seamlessly into any stage of an organization’s journey, enhancing accuracy and adaptability in managing IT documentation dynamically. With the launch of IT Glue Copilot, Kaseya takes a monumental leap forward, introducing cutting-edge AI technologies, such as natural language processing, generative AI, machine learning and traditional intelligence algorithms to revolutionize how IT documentation is created, curated, accessed and orchestrated.

Microsoft Entra ID Password Rotation

We also unveiled the Microsoft Entra ID Password Rotation, a new feature designed to enhance security management capabilities within IT Glue. This tool allows IT administrators to manually rotate or establish a rotation schedule for Microsoft Entra ID and Microsoft 365 passwords directly within IT Glue. Extending to both admin and service account passwords, this feature offers a streamlined, secure method to manage and update sensitive credentials, aiming to consolidate password management tools and simplify security operations.

Device Lifecycle Management

Device Lifecycle Management is another key enhancement that has been integrated into IT Glue. This feature enables IT professionals and their clients to effectively manage the lifecycles of devices, from deployment to decommissioning. It integrates seamlessly with products from leading manufacturers like Lenovo, HP and Dell and provides flexibility in setting and tailoring lifecycle policies for client devices. It also ensures timely notifications on policy due dates, allowing for smoother operations and enhanced peace of mind.

Smart Relate: Datto BCDR Appliances to Agents

The Smart Relate: Datto BCDR Appliances to Agents feature automates the linking of backup appliances to agents, providing a comprehensive view of asset backup health. This tool enhances core asset documentation by suggesting relationships across various items such as passwords, devices, contacts, locations, domains and documents whenever similarities are detected, significantly saving time and improving operational efficiency.

Future innovations and panel insights

To get the true essence of IT Glue’s secret sauce, three amazing IT Glue Power Users were invited to join GlueXperience:

• Brad Dunning, Director of Integration Services at Networking Technologies and Support
• Chad Wiggins, Co-Founder and Director of Business Development at PulseOne
• Jason LaPorte, Chief Technology Officer and Chief Information Security Officer at Power Consulting Group

They shared their first-hand experience and insights on utilizing IT Glue and leveraging all it offers to achieve an incredible ROI, higher efficiency and seamless automation power like never before. With IT Glue at the heart of their businesses, our panel members had some priceless tips and tricks to take IT documentation to the next level. Collectively, these leaders stress the importance of IT Glue in enhancing MSP operations, suggesting that through careful planning, targeted integration and fostering a strong documentation ethos, MSPs can achieve significant operational benefits.

Workshops and learning sessions

IT professionals at GlueXperience were immersed in workshops brimming with practical insights. The “Automation Workshop” highlighted the essential role of AI and APIs in modernizing IT documentation, providing tools like AI prompts and API scripts to integrate into IT Glue’s open framework. “Beyond the Frontlines” shifted focus to the strategic side of IT service, encouraging professionals to demonstrate their value beyond ticket resolution by adopting strategic planning and tools like automatic payments and the Kaseya quote manager. Additional workshops like the “IT Trifecta” and “Maximize IT Documentation ROI” offered strategies to turbocharge service delivery and uncover IT Glue’s latent potential, ensuring attendees walked away with a toolkit of tips for immediate application.

Anticipating what’s next at Kaseya Connect Global

Thank you to everyone who joined us. Your engagement and enthusiasm make our community stronger, and we look forward to continuing this journey together, ensuring that every day is an opportunity to innovate and improve with IT Glue. Stay tuned for more recaps, exciting highlights and product updates from Kaseya Connect Global 2024.

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