Omdia Research Highlights Significant Cost Savings and Operational Gains for MSPs and IT Teams Adopting Unified Management Platforms

Internal IT teams, which often face different budgetary constraints than MSPs, saw even higher per-staff savings. The research revealed that internal teams saved approximately $2,900 per staff member per month. For a team of ten, this amounts to a yearly saving of approximately $350,000. These figures are not just abstract numbers; they represent a significant portion of an IT department’s operating budget that can be repurposed for strategic growth.

The study also highlighted broader operational expenditure (OpEx) benefits. MSPs participating in the research reported a 33% lower operating expenditure on average, alongside a 12% increase in contract margins. These improved margins are vital in a competitive market where MSPs must balance service quality with profitability. For internal IT teams, the reported OpEx savings stood at 24%. Perhaps more importantly, these teams were able to redirect nearly one-fifth (19%) of their total budget toward critical priorities that are often underfunded, such as cybersecurity enhancements and professional staff training.

Operational Gains and Enhanced Service Levels

Beyond the balance sheet, the Omdia study explored how a unified workflow impacts the day-to-day productivity of IT professionals. One of the most significant metrics identified was the increase in endpoint management capacity. MSPs were able to increase the number of endpoints managed per technician by 27%. In a traditional environment, managing more devices usually requires hiring more people. However, through automation and centralized management, these organizations were able to scale their operations without increasing their headcount.

Ticket resolution times also saw a dramatic improvement. Organizations reported that the time taken to resolve issues fell by almost a third (32%). This acceleration in service delivery is largely attributed to the integration of documentation (IT Glue) with the service desk (Autotask PSA) and remote monitoring (Datto RMM). When a technician receives a ticket, having immediate access to the device’s history, its current status, and the relevant passwords or network diagrams within a single interface eliminates the "information hunting" phase that typically bogs down resolution times.

Furthermore, the study found a marked improvement in compliance with Service Level Agreements (SLAs). MSPs managed to improve their SLA compliance by 17%, with an average of 83% of all tickets being resolved within the targets set in their contracts. This level of reliability is a key differentiator in the channel industry, where meeting client expectations is the foundation of long-term retention and brand reputation.

Innovation and the Role of AI in Datto RMM

The findings of the Omdia study also serve to validate the recent technological investments made by Kaseya, particularly in its Datto RMM solution. Over the past year, the company has introduced a suite of innovations designed to further automate the mundane aspects of IT management. These include AI-enhanced "smart insights," which help technicians identify patterns and potential issues before they escalate into full-blown outages, and dynamic grouping policies that allow for more granular and automated device management.