GlueXperience 2025 Recap: Innovation, Integration and Insight at Kaseya Connect

Kicking off Kaseya Connect with impact on Monday, April 28, GlueXperience 2025 brought together 350 IT Glue users and IT professionals for a day of hands-on learning, forward-looking product announcements, and practical workshops designed to drive operational efficiency and profitability. Whether you were there in person or are catching up now, here’s a recap of the standout moments that are shaping the future of IT documentation and service delivery.

Explore the full day’s highlights and announcements by jumping into the sections that matter most to you:

• Opening remarks – The community-first mindset driving IT Glue forward
• Keynote: The formula for IT operations success – Business growth strategies powered by automation, integration and AI
• Product update – New features across intelligence, optimization, orchestration and showcase
• Workshops
  • Build a QBR Process That Scales
  • Applying the Human Touch to AI-Powered Documentation
  • IT Glue Yoga: How Flexible Are Your Assets?
• Community contest announcement – Meet the winner and his now-live Flexible Asset
• Glue and Grow podcast panel – Candid stories and lessons from MSP leaders
• Closing remarks – Final thoughts and what’s ahead

Opening remarks: A shared commitment to innovation

Wendy Har, senior director of product marketing, and Maria Popa, product marketing manager, welcomed attendees by highlighting IT Glue’s commitment to innovation and community — driven by weekly client calls, product update events, webinars, and product councils. With 16,000+ users worldwide, over 6,000 user-submitted reviews, 900+ product reviews and seven user conferences, IT Glue remains one of the most beloved tools in the IT space because it’s shaped by the people who use it every day.

The formula for IT operations success

Kevin Sequeira, general manager of Kaseya’s PSA and IT Documentation Suite, delivered a keynote that cut straight to the challenges facing IT service providers today, from technician shortages and tool sprawl to growing endpoint complexity and rising client expectations.

He laid out a compelling roadmap for overcoming these barriers:

• Focus on operational maturity to drive profitability.
• Empower your existing customers and internal teams — they’re your biggest growth levers.
• Use automation, integration and AI to simplify workflows and reduce decision fatigue.
• Leverage Cooper Copilot — Kaseya’s AI-powered engine — across IT Glue, Autotask and Kaseya BMS to streamline workflows, eliminate tedious tasks and surface insights that drive efficiency and profitability.

Kevin also previewed major updates on the horizon, including a unified client portal and Workforce Planner, both designed to streamline service delivery and end-user satisfaction.

Product update: Real AI, real impact

During the mid-morning product update session, Thomas Griffith, IT Glue product manager, and Alex D’Aquila, Autotask senior product manager, walked attendees through the newest capabilities across the IT operations modules, with a focus on IT Glue, PSA and myITprocess. They discussed product updates in four distinct categories: intelligence, optimization, orchestration and showcase:

Intelligence

Optimization

Orchestration

Showcase

Building better processes: Hands-on workshops

After a morning packed with product insights and innovation, the afternoon sessions shifted gears into interactive, real-world training. These workshops gave attendees the opportunity to go deeper into IT Glue’s capabilities, explore repeatable best practices and learn from peers and product experts alike.

Building a QBR process that scales

Abel Concepcion, product marketing specialist at Kaseya, and Jeremy DeFrance, chief operating officer at Syscom Business Technologies, shared a five-part framework to help MSPs turn quarterly business reviews (QBRs) into strategic growth tools. Key elements included:

1. Standards – Establishing best practices and client baselines.
2. Assessments – Aligning technology with client needs.
3. Roadmaps – Visualizing progress and strategic planning.
4. Reports – Showing value with data-backed insights.
5. Meetings – Delivering clarity, impact and trust.

myITprocess emerged as the central tool that ties this all together: automating data collection, simplifying reporting and helping teams keep strategic planning front and center during meaningful client conversations.

Applying the human touch to AI-powered documentation

Bianca Aceves, solution specialist, and Thomas Griffith, IT Glue product manager, demonstrated how AI tools like Smart SOP Generator, Smart Relate, Smart Create and Smart Assist can be used without losing the human touch. Tips included:

• Ensure your foundation is solid by enabling data collection inside IT Glue via integrations.
• Create a spiderweb of information by leveraging AI-suggested asset relationships.
• Create a purpose-built SOP library by writing a list of priorities, nice-to-have backlogs and appointing a specialist to ensure a cohesive vision.
• Use naming conventions and structured folder systems.
• Schedule regular documentation audits and leverage Smart Assist to identify out-of-date documents for fast cleanup.
• Ensure documentation is actionable with AI-generated summaries.
• Celebrate documentation wins and highlight SOPs that have high usage rates and are duplicated across clients.

IT Glue “yoga”: How flexible are your assets?

Joaquin Rodriguez, customer success engineer, and Natalie Mayo, senior solutions engineer, guided attendees through the art of managing Flexible Assets, custom fields and templates that reflect unique business processes. A live walkthrough showcased how thoughtful design and cleanup routines can turn these assets into powerful documentation tools that reduce clutter and improve daily operations.

To wrap up the session, we announced the winner of our Flexible Asset Community Contest, which invited IT Glue users to submit real-world Flexible Asset ideas ahead of the event. Congratulations to Brandon Palmer, customer documentation specialistat Les Olson Company, whose “Policies” Flexible Asset impressed the team with its ability to streamline employee onboarding and standardize documentation across teams. As part of his prize, Brandon’s asset has now been officially implemented in IT Glue, and he also received a $500 gift card. It was a great example of how the IT Glue community continues to drive innovation that benefits everyone.

Peer insights: The “Glue and Grow Cross-Over” live podcast panel

To close out the day, attendees joined a live crossover panel featuring Chris Swecker, Tammy Baker and Nick Wrecker, three MSP leaders who shared real-life lessons on growth, scaling and the role documentation plays in operational success.

Here’s what they had to say:

• Chris shared how deep investment in documentation during COVID dramatically streamlined his help desk operations, cutting response and resolution times by over 50%. His takeaway: robust documentation is key when scaling support teams.
• Tammy emphasized that not every client is the right fit. She encourages MSPs to prioritize clients who embrace modern security practices and value long-term partnerships. For her team, IT Glue plays a central role in delivering visible, repeatable value to those clients.
• Nick stressed the importance of building strong internal operations early, particularly around financial analysis and team development. He noted that documentation has given his team the consistency they need to deliver reliable service, while enabling him to focus on leadership.
• All three panelists reinforced that great documentation is astrategic enabler. It ensures knowledge transfer, supports scalability, improves onboarding and turns your service delivery into a well-oiled, repeatable system that grows with your business.

Closing thoughts

The GlueXperience 2025 pre-day event delivered more than just product news. It gave attendees a clear path forward for simplifying operations, improving service quality and building more resilient businesses. Whether through AI-powered automation, better documentation strategies or stronger client engagement, every session reinforced a simple truth: When IT documentation is strategically placed at the center of your IT, the business grows stronger and operations run smoothly.

Thanks to all who attended. We can’t wait to see how you put these new tools and strategies into action.