Nilear X Pia

Level 0 Automation: Faster Resolution
Starts with Smarter Tickets

Level 0 automation is often misunderstood as ticket deflection, but its real value comes from reducing the time technicians spend figuring out what’s going on. In this session, we’ll break down what Level 0 automation actually looks like and how smarter ticket workflows and early automation combine to accelerate resolution in modern MSP service desks. Intuitive ticketing paired with in‑workflow automation reduces investigation time, minimizes back‑and‑forth, and helps techs start solving sooner.

Join automation and service delivery leaders from Nilear and Pia, who will share lessons learned from real MSP deployments. Special guest and shared MSP Partner, Garret Ullal, from DiamondIT will be sharing his his real world experience. We’ll also include a light, in-context demonstration showing how automation and guidance come together inside the ticket workflow to support faster resolution. 

Tuesday, March 17, 2026
10 AM PST | 12 pM CST | 1 PM EST | 6 PM UK | 7pm EU
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Free 60-minute live session | Limited seats available

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MSP Tool Sprawl Isn't The Real Problem — Lack of Orchestration Is. 

Level 0 automation is often misunderstood as ticket deflection, but its real value comes from reducing the time technicians spend figuring out what’s going on.

In this session, we’ll break down what Level 0 automation actually looks like and how smarter ticket workflows and early automation combine to accelerate resolution in modern MSP service desks. Intuitive ticketing paired with in‑workflow automation reduces investigation time, minimizes back‑and‑forth, and helps techs start solving sooner.

Join automation and service delivery leaders from Nilear and Pia, who will share lessons learned from real MSP deployments. Special guest and shared MSP Partner, Garret Ullal, from DiamondIT will be sharing his his real world experience. We’ll also include a light, in-context demonstration showing how automation and guidance come together inside the ticket workflow to support faster resolution. 

What you'll learn

  • What Level 0 automation actually looks like in a modern MSP service desk
  • How smarter ticket intake and structured workflows reduce technician investigation time
  • Where automation and in-workflow guidance can accelerate resolution without full ticket automation
  • How MSPs can introduce automation incrementally and start seeing operational gains quickly
  • Real lessons from MSPs already applying Level 0 automation in production environments

Hear From Industry Experts

James-Allen
James Allen Chief Community Officer, Pia

With 15+ years in SaaS and IT services, James builds networks that strengthen customer success and drive adoption, creating meaningful partner experiences and turning community engagement into measurable outcomes.

Marty Schiavone (1)
Marty Schiavone Senior Engineer, Nilear

Marty holds a bachelor's degrees in Information Sciences and Technology as well as Business Administration from Penn State University. Marty has been providing IT technical support and customer service since 2001. He worked for an MSP for over 17 years and has been using CW for over 20 years. Started as a L2 engineer, moved to projects and then was a Service Manager. Prior to that he worked for Iron Mountain and FastNet.

Garret Ullal - Partner Guest Speaker
Garret Ullal Director of Platform Engineering and Strategic Automation, DiamondIT

Garret Ullal leads the design, standardization, and automation of the company’s core technology platforms within Diamond IT. He focuses on building scalable systems, improving operational efficiency through automation, and enabling consistent, secure service delivery across clients by aligning tools, processes, and engineering strategy.  His mission goals are to control costs, scale operational excellence, and lead the charge on new and evolving technologies such as automation, AI & LLMs, product development/offerings, and the success of Diamond IT's clients and partners.

Nilear X Pia

Reserve Your Spot Today

Join leaders from Pia and Nilear for a practical conversation on Level 0 automation and how smarter ticket workflows can accelerate resolution across modern MSP service desks.

Smarter tickets. Faster resolution. Less technician friction.

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