AI-powered additions to Datto RMM making techs faster

One of the most significant recent innovations to Datto RMM has been the addition of Smart Insights, powered by Kaseya Intelligence. The AI-powered Device Insights and Activity Log Insights enable techs to move faster and more nimbly than ever before by closing knowledge gaps and consolidating data, reducing MSPs’ need for larger teams and higher-skilled technicians.

A closer look at the new Smart Insights

The Activity Log Insights provide techs with conversational AI directly within Datto RMM. This allows them to identify root causes of issues at a faster pace and discover trends across different sites and devices, all while reducing the need for manual log analysis. Additionally, technicians will get recommended ComStore components for immediate deployment to help streamline operations even more.

Elias Moura, Senior Product Marketing Manager at Kaseya, says, “The activity log gathers all that happens in the environment, like an audit trail. It is a pool of data that captures the operational history of the platform, recording key actions performed by technicians, administrators, and automations, such as running jobs, modifying policies, deploying software, or making device changes. However, getting the insights from it can be challenging because there’s so much information. The Activity Log insights connect the dots for the technicians, turning a 2–4-hour weekly task into 15 minutes. For example, they can ask it to show job deployment actions in the last 7 days with insights regarding the top 5 devices needing attention now, and it will give them back a complete, thorough and objective response, with all the recommendations presented in a very simple and straightforward way.”

Meanwhile, Device Insights drastically shortens the time it takes for techs to move from alert to remediation by introducing a conversational AI interface which brings together a complete device context. By reducing the need for technicians to navigate across multiple screens or tools while troubleshooting, it consolidates critical endpoint insights, such as alerts, patch status, hardware inventory, installed software and activity history, into a single interface that helps technicians quickly understand the state of a device and take action.“

“For Activity Log and Device Insights, technicians can use or edit the pre-built prompts to get the full context right away, allowing them to go from root cause to effective remediation in minutes. It will show them exactly what the issues are and what actions are needed to correct and bring devices back to a desired state,” Moura says.

From reactive to proactive

The AI-powered Activity Log Insights can drastically cut down on time spent reviewing logs and improve operational efficiency. Rather than spending hours manually scrolling through logs after something breaks, techs can pull and review notable log data quickly and know exactly what to do next.

These capabilities also better enable technicians to transition from reactive to proactive troubleshooting, thanks to potentially problematic signs being caught before they become a security risk. “Moving from a manual to a Smart approach ensures technicians are not wasting time tracking single alerts and scattered information,” Moura says. “The value lies in empowering the technicians to be ahead of the game, not driven by alerts.”

Broader organizational impacts

These innovations won’t just impact your technicians; they’ll ripple through your entire MSP. More efficient techs also mean more efficient use of manpower hours. “When your L1 and L2 technicians are more effective and productive using AI, they can handle a higher volume of issues without sacrificing quality. That means MSPs can scale their operations and support more customers without needing to increase headcount at the same rate,” says Moura.

With the technicians you do hire, onboarding will be faster and easier with the help of Smart Insights. “One important aspect of an RMM is how long you need to ramp up a new technician for him to be productive in your team,” says Moura. “Smart Insights in Datto RMM helps even less-experienced technicians to be effective, produce results, and solve and find issues, because the new guy has the same access to knowledge, with the operational context, as the more experienced engineers.”

The latest in a line of partner-requested innovations

Smart Insights are the latest in a line of improvements designed to make MSPs run more efficiently while keeping costs down. “From the business perspective, it is important that your stack cost is reduced with the right tools,” says Moura, “but from people management perspective, it’s important that your team is able to manage more devices, without necessarily hiring more people. With an integrated IT service delivery tool kit and the adoption of AI and automations, we’ve seen technicians manage up to 50% more devices.” That’s the intent behind Smart Insights—to help MSPs mitigate the hiring crisis, get the most out of their manpower hours and use their resources more effectively.

For more of the latest in Kaseya tech, check out these recent developments in MSP security.