Autotask Community Live is coming to Las Vegas this April!

Welcome Remarks

Speakers: Abel Concepcion, Wendy Har

State of IT Operations

The IT operations landscape has fundamentally changed. Endpoint growth shows no signs of slowing, user expectations are higher than ever, and teams are being asked to do more with fewer people and tighter margins. In this keynote, we’ll examine where IT operations stand today and why PSA can no longer function as a simple system of record for tickets and time, but must evolve into a unified data layer that connects people, processes, and systems to power the next era of AI-driven IT operations.

Speakers: Kevin Sequeira

IT Operations Product Update

Take an under-the-hood look at what’s coming next for automation across IT Operations, including PSA, IT documentation, and QBRs. Plus, see our new AI capabilities in action including Smart Ticket Triage and Cooper Coach, built to help teams work smarter and move faster.

Speakers: Alex D'Aquila, Thomas Griffith

Top 10 Operational Dashboards & Reports Every IT Leader Needs

Let data drive your day-to-day and your growth. In this session, we will explore the 10 most critical metrics every IT leader should be tracking to run smarter, more scalable operations. You'll also learn how to build these reports optimally inside Autotask, so you leave with a repeatable reporting framework and the confidence to turn insights into action.

Speakers: Natalie Mayo, Nicole LaFreniere, Koby Dudley

Sponsor Session: Timezest - From Ticket to Tech: How AI Assists Your Dispatcher at Every Step

Every MSP dispatcher juggles ticket triage, technician assignment, and scheduling under constant pressure. What if AI could handle the repetitive parts while keeping your dispatcher in full control? In this session, TimeZest walks through the complete service delivery journey, from the moment a ticket lands to the point a technician is working it. See how Dispatch HQ classifies and prioritizes incoming tickets, recommends the right technician with full reasoning, and connects into TimeZest scheduling to eliminate the back-and-forth of booking appointments. Triage, match, and schedule, all inside a single platform that works with your PSA.

Speakers: Jamison West

Sponsor Session: 1Stream by BVOIP - Leverage AI-powered Voice Agents in Autotask

We will show you how the latest AI Powered Voice agents and help you level up your customer experience, augment your human staff, and save an amazing amount of time while automatically documenting every interaction inside of Autotask.

Speakers: George Bardissi

Technical Deep Dive: Building a Repeatable IT Assessment and Roadmap Engine

This technical deep dive covers best practices for performing IT assessments and building technology roadmaps tailored to each customer’s maturity level—turning insights into action. You’ll learn how to identify the right priorities for reactive, growing, and mature environments, and translate them into clear, phased recommendations that drive meaningful progress every month.

Speakers: Sofiia Alieinik, Joaquin Rodriguez, Matthew Brouillard

Sponsor Session: Moovila - Better Timelines, Better Margins: AI-Powered Project Delivery for MSPs

In this session, Mike Psenka explores how automating project timelines can unlock margins for Managed Service Providers (MSPs). Nearly half of MSPs report that poor project management hurts profitability, as inaccurate timelines create a domino effect of missed dates, lost capacity, and customer churn. Learn how AI-driven project automation can address these issues through automated timelines, intelligent resource scheduling, real-time capacity forecasting, and margin analytics. Using Moovila’s Critical Path Engine™ and bidirectional PSA integrations as an example, the session shows how MSPs can turn professional services into a stronger profit center. Reported outcomes include a 30% increase in non-recurring project revenue, a 12% efficiency gain, and projects completed four business days faster.

Speakers: Mike Psenka

Sponsor Session: Cytracom - From Sprawl to Control: How MSPs Can Replace Disconnected Security Tools with a Unified Platform

MSPs are being asked to secure more users, devices, and environments than ever, while managing a growing mix of firewalls, VPNs, risk tools, and compliance demands that rarely work together. In this session, we’ll look at why that model is creating more operational drag, more blind spots, and more complexity for both technical teams and business owners. We’ll also show how a more unified platform approach can help MSPs standardize delivery, improve visibility across security and compliance, and create a simpler path to protecting clients at scale.

Speakers: John Tippett

Technical Deep Dive: Building the Foundation for Real AI Outcomes

AI is only as powerful as the structure behind it. In this technical deep dive, we’ll explore how clean data, consistent processes, and standardized documentation create the foundation for effective AI in service delivery. Learn how to build the fundamentals today to unlock both the current and future potential of AI-driven IT operations and documentation.

Speakers: Alonzo Zepeda, Anthony Quintero

Customer Fireside Chat: Getting your IT operations AI-ready

In this fireside chat, customers share how they’ve structured IT operations to create clean workflows, strong integrations, and reliable data - the foundation needed to unlock even greater AI benefits in the future. Expect real lessons learned, what worked (and didn’t), and practical takeaways IT leaders can apply immediately.

Speakers: Thomas Griffith, Jason LaPorte, Chris Swecker

Sponsor Session: Crewhu - Turn Service Into Scalable Revenue

In a crowded MSP market, standing out is tough. The key? Your customers. In this talk, I’ll show how to turn feedback into raving fans and use Google reviews to boost your visibility. Even small wins can make a big impact online, helping prospects notice you and trust you faster. Walk away knowing how happy customers can become your most powerful marketing tool.

Speakers: Jorge Alvarez

Closing Remarks

Speakers: Abel Concepcion, Wendy Har