Earlier this month our CEO, Ian Snow, and Managing Director, Rob Longden, attended Kaseya Connect 2026, a global event bringing together MSPs and IT service providers from across the industry. Among the many topics covered, AI and automation emerged as a key area of focus, not because of future promise, but due to the real changes already being seen in how services are delivered.
Below are some of the key takeaways from the sessions they attended, and what they mean in practice for organisations exploring AI.
How the AI conversation has shifted ⬇️
AI is becoming a practical toolbox, not a single solution
A strong theme across the sessions was the idea that AI works best as a collection of tools, rather than one all‑encompassing platform. Speakers repeatedly stressed that different tools serve different purposes – much like having the right tool for each job.
Rather than adopting AI “for the sake of it”, the focus was on choosing affordable, accessible tools that solve specific problems, such as:
- Creating and repurposing content more efficiently
- Speeding up routine marketing and communication tasks
- Supporting research, planning, and problem‑solving
- Reducing time spent on repetitive admin
Think in workflows, not roles
Another recurring message was the importance of shifting how AI is applied. Instead of thinking in terms of job roles, sessions encouraged thinking in workflows and outcomes.
The question wasn’t “Who does this task?”, but:
- What outcome are we trying to achieve?
- What steps are involved today?
- Where does time, effort, or consistency break down?
Applying AI at specific points in a workflow, such as drafting content, documenting steps, or preparing materials, proved far more effective than broad, undefined use.
Small changes can have a big impact
Many of the examples shared focused on relatively small improvements that, when combined, delivered meaningful results. These weren’t large‑scale transformations, but practical changes that removed friction from everyday work.
Examples included:
- Automatically turning real activity into step‑by‑step documentation
- Repurposing existing long‑form content into multiple formats
- Using AI to draft or adapt content for different audiences
In several cases, this allowed teams to do things they knew they should be doing, but previously lacked the time, resources, or capacity to prioritise.
Automation supports people, it doesn’t replace them
Across the sessions, there was a consistent emphasis on using AI to support teams rather than replace them. The strongest use cases focused on freeing people from repetitive tasks, allowing them to spend more time on work that requires judgement, experience, and human input.
There was also clear guidance around transparency. When AI is used in communication or content, being open about that use helps build trust and manage expectations.
✅ Processes still matter
Across all the AI discussions, one message came through clearly: technology only delivers value when the basics are in place. Without clear, well‑defined processes, even the most advanced tools can add complexity rather than reduce it.
Before adopting new AI tools, it’s important to understand whether your business is ready for them.
Start the conversation with one of our Microsoft consultant specialists and book an AI Readiness Review.
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