Omdia’s interview study, commissioned by Kaseya, reports lower operating costs and higher service capacity among North American organizations using a combined stack of Datto RMM, Autotask PSA, and IT Glue. Kaseya’s summary cites average monthly savings of about $2,600 per MSP technician and $2,900 per internal IT staff member. Those figures describe reported experiences in a small interview sample—not guaranteed savings or proof that the software caused the results.
What did the Omdia study examine?
Kaseya announced the findings on October 1, 2026, describing a study Omdia conducted in March and April 2026. Omdia interviewed 16 North American adopters: eight managed service providers (MSPs) and eight internal IT teams. Those organizations had adopted the Kaseya solution after using competing offerings. The study also included interviews with five non-Kaseya customers.
The examined solution combined three products in a unified workflow:
- Datto RMM: remote monitoring and management for endpoints.
- Autotask PSA: service desk and professional services automation operations.
- IT Glue: IT documentation.
The reported figures concern adopters of the combined solution. They should not be read as evidence that any one product alone produced the results.
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What savings did adopters report?
Omdia’s study, as summarized by Kaseya, reported these average savings estimates for the two adopter groups:
| Respondent group | Reported average monthly savings | Kaseya’s 10-person team example |
|---|---|---|
| MSPs | About $2,600 per technician | More than $312,000 annually |
| Internal IT teams | About $2,900 per staff member | About $350,000 annually |
The annual figures are Kaseya’s examples for 10-person teams, not independently established forecasts for organizations of that size. The public summary does not provide the detailed calculations or respondent-level bases needed to reproduce the estimates. Do not extrapolate them to a different team size as if savings scale linearly.
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What operational results did MSPs report?
Kaseya’s summary of Omdia’s interviews attributes the following reported outcomes to MSP adopters:
- About 33% lower IT operating costs and 12% higher contract margins.
- 27% more endpoints managed, 23% more tickets handled, and 15% more clients supported per technician.
- Tickets resolved 32% faster and first responses made 36% faster.
- A 17% improvement in SLA compliance, with an average of 83% of tickets resolved within SLA targets.
These are separate measures of cost, capacity, speed, and service-level performance; the published summary does not give all metric definitions or calculation details.
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What results did internal IT teams report?
For internal IT adopters, Kaseya’s summary reports about 24% lower IT operating costs and nearly 19% of budgets redirected to priorities such as cybersecurity and training. Teams also reported handling 14% more tickets per staff member, supporting up to 10% more users and endpoints without headcount growth, resolving tickets 11% faster, and achieving 10% higher employee satisfaction.
How strong is the evidence behind the claims?
The findings are interview-based reports from a limited North American sample, not a controlled trial. Kaseya commissioned the study and sells the products, so its announcement is the source for the figures and should be treated as a vendor summary of Omdia’s findings. The public summary does not describe a statistically representative sampling frame or provide all the underlying calculations. The interviews therefore show what participating adopters said they experienced; they do not establish that the platform caused each outcome or that other organizations should expect the same results.
Omdia principal analyst Devan Adams said: “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.” This statement contextualizes the interviewed organizations’ reported experience; it does not independently verify every numerical estimate. Kaseya general manager of endpoint solutions Johnny Ghibril said: “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,” which is the vendor’s perspective.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.What should IT leaders compare before consolidating?
The study summary does not provide a head-to-head comparison or enough detail to rank Kaseya against alternatives. For an evaluation, compare the actual stack and evidence against your operating needs:
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- Coverage: Does the proposed stack address endpoint management, service desk workflows, and IT documentation?
- Workflow fit: How well do integrations and handoffs work across those functions in your environment?
- Economics: What are your total operating costs and, for an MSP, the effect on contract economics?
- Capacity and service: Which measures matter to you—endpoints, tickets, clients or users supported, response and resolution time, or SLA performance?
- Evidence quality: Are claimed benefits based on definitions and calculations you can inspect, and do they apply to organizations like yours?
For product details, consult Kaseya’s Datto RMM, Autotask PSA, and IT Glue information. Kaseya’s report landing page names the study The Real Cost Savings Behind Unified IT Service Delivery and highlights selected findings. The full detailed calculations are not present in the public summary described in the announcement.
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