Independent study highlights lower operating costs, faster service delivery and greater technician productivity

MIAMI, Oct. 1, 2026 /PRNewswire/ — Kaseya, the leading global provider of AI-powered cybersecurity and IT management software, today announced findings from a new study by Omdia, a global technology research and advisory firm, highlighting the measurable business value achieved by MSPs and internal IT teams that standardize on Kaseya’s unified IT service delivery solution.

The study found that organizations using Datto RMM, Autotask PSA and IT Glue improved operational efficiency, reduced costs and increased service capacity by bringing together endpoint management, service desk operations and IT documentation into a unified workflow.

Organizations Report Significant Cost Savings and Lower Operating Costs

The key benefits reported by organizations interviewed by Omdia include:

• Significant cost savings: MSPs reported average savings of approximately $2,600 per technician per month, while internal IT teams reported approximately $2,900 per staff member per month. For a 10-person MSP team, this equates to more than $312,000 in annual savings and for an IT team, they are saving approximately $350,000.
• Lower operational costs: MSPs reported approximately 33% lower IT operating costs and 12% higher contract margins, while internal IT teams reduced IT operating costs by approximately 24% and redirected nearly 19% of their budgets toward strategic priorities such as cybersecurity and employee training.
• Greater technician capacity: MSPs reported managing 27% more endpoints, handling 23% more tickets and supporting 15% more clients per technician. Internal IT teams handled 14% more tickets per staff member and supported up to 10% more users and endpoints without increasing headcount.
• Faster service delivery: MSPs improved ticket resolution times by 32% and reduced first-response times by 36%. Internal IT teams reported 11% faster ticket resolution, enabling quicker support for end users.
• Stronger service and user experiences: MSPs improved SLA compliance by 17%, with an average of 83% of tickets resolved within SLA targets, while internal IT teams reported a 10% increase in employee satisfaction driven by proactive issue prevention, faster resolution times and improved communication.

“Do more, with less is the mandate for IT organizations tasked with supporting more users and devices with limited resources” said Devan Adams, principal analyst, Omdia. “Better operational efficiency, higher-quality service delivery and improved financial performance, were the outcomes that organizations we interviewed achieved and reported meaningful gains after standardizing on a unified approach to IT operations. With IT solution consolidation being a top priority for over 40% of IT organizations, the focus has shifted from how do we add more technology and staff to how do we get more from what we already have. The results demonstrate how unified IT service delivery solutions can enhance scalability and service levels while freeing current resources for higher-value initiatives.”

“Migrating to Kaseya’s IT Service Delivery solution has helped my team better serve clients through tighter integration of key tools and easier access to client information,” said Jason Comstock, president, Clarity Technology Solutions. “Additionally, it has improved remote support capabilities, allowing us to assist users more efficiently. With Kaseya, we have maintained a customer satisfaction score above 98%, and it has also helped us measure and reduce ticket response times more effectively.” 

Unified IT Operations Increase Capacity and Improve Service Delivery

The study also highlighted qualitative benefits beyond the measurable operational improvements. Respondents cited greater visibility into their environments, improved collaboration across teams, reduced administrative burden and the ability to focus more time on strategic initiatives rather than routine operational tasks. One MSP interviewed for the study noted that increased efficiency enabled the organization to support additional customers without adding staff, creating new opportunities for growth while maintaining service quality.

“This research reinforces a clear trend we hear from our customers every day: IT teams are looking for technology that helps them achieve more with less complexity,” said Johnny Ghibril, general manager of endpoint solutions, Kaseya. “Datto RMM is proof of what that looks like in practice. The AI driven innovation we shipped over the past year is already delivering measurable efficiency gains for MSPs, and paired with the power of IT Service Delivery, it’s helping organizations increase productivity, improve customer experiences, and drive stronger business outcomes while creating capacity for future growth.”

Omdia’s research findings align with Kaseya’s continued investment in Datto RMM, which has introduced a series of innovations over the last 12 months aimed at improving technician productivity and operational efficiency. Recent enhancements include AI-enhanced Smart Insights, Dynamic Grouping Policies, expanded Microsoft 365 integrations and enhanced API capabilities.

Methodology

The study was commissioned by Kaseya and conducted by Omdia between March and April 2026. Omdia conducted 16 in-depth interviews with eight MSPs and eight internal IT teams in North America that adopted Kaseya’s solution after using competitive offerings as well as five non-Kaseya customers.

To read the full findings and recommendations, download the Omdia study, “The Real Cost Savings Behind Unified IT Service Delivery,” here.

About Kaseya
Kaseya is the leading global provider of AI-powered IT management and cybersecurity software. Kaseya delivers a unified technology platform to manage infrastructure, secure endpoints, back up critical data, and streamline operations for more than 40,000 MSP and SMB customers around the globe. To learn more, visit www.kaseya.com.

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SOURCE Kaseya