Life in the channel
KASEYA LEANS INTO AI REALITY
Kaseya is accelerating hard into an AI‑first future, reshaping its platform, security stack and partner strategy as MSPs face surging autonomous attacks and rising customer demand for guidance. Dermot McCann, Executive Vice President and General Manager for International, sat down for a catch‑up with PCR’s Lynn Sencicle.
W
hen I last sat down with Dermot two years ago, the industry was
already evolving under the weight of automation, consolidation and rising security pressures. But meeting him again at Kaseya’s recent customer event at the London Museum in Docklands made one thing immediately clear: the pace of change has accelerated beyond anything the channel has previously had to absorb. AI is no longer a future-leaning talking point. It is the centre of gravity around which Kaseya is now building its platform, its internal operations and its expectations for MSPs. Te event itself was a lively, packed
affair, with partners from across the UK filling the room long before Dermot took the stage. Before the keynote, I caught up with him for a conversation that was intended as a simple update on ‘what’s changed since we last spoke in August 2024’, and it quickly became obvious that almost everything has. Dermot didn’t hesitate. “I have
to start talking about AI,” he said, “because that is the biggest change – it’s moved beyond hype into reality.” AI is no longer an optional enhancement or a speculative investment. It is now the defining force shaping Kaseya’s roadmap, its customer expectations and the threat landscape MSPs must defend against.
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The AI pivot inside Kaseya Kaseya’s internal transformation is perhaps the most striking change since our last conversation. Te company has invested heavily in AI across three fronts: how partners use it, how Kaseya itself uses it, and how the platform is being rebuilt to operate in an AI-driven world. Internally, AI is now embedded across
service management, development and operations. Dermot described a company-wide shiſt involving 5,000 employees and a complete rethinking of workflows. Te results are already visible where Kaseya has seen a 36% drop in service management tickets, driven partly by product improvements but also by AI-powered triage and automation. “We’ve leveraged our agentic AI inside our own service desk,” he explained, “and it’s ensuring that customer experience is sharper, faster and more consistent.” Te development side has also been
transformed. Kaseya committed to delivering 100 new features across the platform in a six-month period – it
delivered more than 600. AI-assisted development is now standard practice, accelerating release cycles and allowing the company to respond to partner feedback at unprecedented speed. Te company has also expanded its global footprint to support this AI-first strategy. Investment in Krakow continues, a new
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