Kaseya’s automation is a hallmark of the platform, and Service Desk was designed to take service automation to the next level. Don’t take our word for it - hear it straight from one of your peers and see concrete examples of how he has used Service Desk to drive automated remediation, automated ticket processing, event-based escalations, and more. Already using a 3rd party PSA solution? No problem -- learn how Service Desk can be leveraged as a powerful service automation engine and see how it can be fully integrated to your existing PSA. Don’t have an existing solution and want an embedded Service Desk solution via Kaseya’s single pane of glass? Service Desk can deliver that as well. Come to this session and learn how you can tap into the power of Service Desk to take automation to the next level.

1. Leveraging Service Desk as a
Hub for Advanced Automation
Kevin Franck, VP Product Management, Kaseya
Paul Haaker, Co-Founder, MSP Assist
Copyright ©2014 Kaseya 1

2. The information in this presentation is confidential and proprietary to Kaseya and may
not be disclosed or distributed without the prior written permission of Kaseya. This
document, and any related presentation, as well as Kaseya's strategy, possible future
developments, products, platforms, directions and/or functionality are all subject to
change without notice at Kaseya’s sole discretion. The information in this document
does not constitute a commitment, contract, promise or legal obligation to deliver any
material, code or functionality. This document is provided without warranty of any
kind, either express or implied, including but not limited to, the implied warranties of
merchantability, fitness for a particular purpose, and non-infringement. This document
is for informational purposes only and may not be incorporated into a contract.
All forward-looking statements, including those set forth in this presentation, are
subject to various assumptions, risks and uncertainties that could cause actual results
to differ materially from projections. Readers are cautioned not to place undue
reliance on such forward-looking statements, and specifically, not to rely upon such in
making purchasing decisions.
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3. Automation Desk
“It’s not your father’s Service Desk”
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4. The Way It Was
Standalone Service Desk
Isolated
Disconnected
Reactive
Manual / Labor Intensive
Monitoring
Audit
Patch
The
Stranded
Island
Affect
“Castaway”
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5. The Kaseya Way
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Agent Framework
Automated Analysis (ticket notes)
Automated Remediation (ticket notes)
Instant Access to IT System Mgmt Tools
Instant Remote Access
Chat
Extend Automation
Desk To Endpoints
& End Users
Bring IT all together

6. Kaseya
IT Systems Mgmt with
Automation Desk
ITIL Suite
•e.g. ServiceNow
Professional
Service
Automation (PSA)
•e.g. Autotask
•e.g. ConnectWise
A Perfect Fit, in Two Flavors
All in One
Integrated
OR
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7. Gartner – Magic Quadrant for the IT Service Desk
Gartner RAS Core Research Note G00160687, David M. Coyle, Kris Brittain, 4 November 2008, RA 11132009
“IT Service Desks continue to be the focal point of an IT
organization’s strategy to deliver service and support.”
“The increasing complexity of the IT environment, the pressure
to reduce costs and the drive to align IT resources with business
priorities continue to fuel the IT organization to improve the
people, processes and technologies of the service desk.”
“Vendors’ products have been slowly evolving from the early
1990s, with basic incident ticket management functionality, to
today’s integrated suite”
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8. Practical Steps To Make The Kaseya
Service Desk Work For You
Best Practices, Results & Benefits
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9. Paul Haaker
Co-Founder, MSP Assist
Auckland, New Zealand
Copyright ©2014 Kaseya 9

10. Paul Haaker KCSA
Used Kaseya for 11 years
Built 4 MSPs based upon Kaseya
Consulted to $ Billion MSP
Trained dozens of engineers
In the 1st 10 Kaseya Certified Engineers globally
Currently manage 6 Kaseya VSAs for different MSPs
Trained electrical engineer and build cars in my spare time
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12. Lessons I’ve learned
More monitoring doesn’t always = better service
Standardize on monitoring and remediation
Small changes can make a big impact
Use the Service Desk as an automation engine
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13. 1st step
The number 1 thing you can do to improve the profitability,
efficiency and customer service of your MSP:
Manage the flow, frequency and number of tickets
coming into your VSA
This will provide time and resources for other development
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14. HERE IS HOW Service Desk
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15. Ticket Tickets and More Tickets
Some simple steps toward reducing them :
STOP creating Alarms directly from monitoring
(Unless you still need a Dashboard)
HAVE Scripts determine if an Alarm is needed
HAVE script determine if a Service Desk Ticket is needed
USE SD Workflows to add some intelligence to the Ticket Creation
USE Integrations to pass the tickets onto other PSA’s
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16. How do we Deal with these
SD initial implementation usually means a linear increase in
tickets as more machines and monitor sets are applied
Use Agent procedures to minimize this trend
Use Smart SD techniques to further minimize Ticket QTY’s
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17. Tools
Agent procedure Remediation
De-duping Plug-in
SD Workflows
PSA Integration
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18. DEMONSTRATION
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19. Policies / Monitor Sets and Scripts
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20. How to Reduce Tickets by 30%
Remediate within an Agent Procedure
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21. SD Workflow Result
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Ticket Notes

22. Reduce Tickets by a further 30%
Use De-Dupping Techniques and combine tickets of similar or related content into a
single ticket based on Rules
Some Examples :
1. Same Machine , Same Summary – Add to Existing / Close New
2. Any Machine, Same Group , Same Summary – Add to Existing / Close New
3. Same Machine, “Online” in Summary – Add to existing “Offline and Close”
4. Any Machine, “Low Disk” in Description – Add to existing “Exchange” and Close
5. Any Machine, “Patching” in Summary – Ignore Duplicates and Always create New
6. Same Machine, “Spooler” in Desc – Ignore Rule all together – ie Disable Rule
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23. Reduce Tickets by a further 30%
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24. Use Rules to Combine Tickets
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25. Ticket Status (A KPSA Example)
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26. Ticket Status (AN EMail Example)
Emails
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27. How ?
New Tickets SD Workflow Determining Synch Status
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28. KPSA Workflow using API
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29. KPSA Setup
KPSA (from DevIO)
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30. Synch using Alternate Methods
Both Autotask and ConnectWise also offer a form of Integration
AT uses Alarms , ConnectWise uses the OLD Ticketing Module
Neither leverage Kaseya’s Service Desk
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31. Using Email As an Alternative
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32. The Net Effect – Less Tickets
The net effect is less tickets to deal with but no loss of detail
and a means to measure by tracking duplicate qtys and
remediation results all from the Service Desk
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33. MSP ASSIST
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34. MSP Assist: www.mspassist.com
MSP ASSIST: A SIMPLE
&EFFICIENT WAY TO IMPROVE
PROFITABILITY INSTANTLY
MSP ASSIST: STAND 24:
COME AND SEE OUR DEMO
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35. When Service Desk is at the Center!
More IT
Information
Faster Response
Quicker
Remediation
Increased End
User Satisfaction
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36. Copyright ©2014 Kaseya 36
Questions and Answers
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