Table of contents
Episode Summary
In this episode, Julian Lee sits down with Kristen Costagliola, Chief Technology Officer at Syncro. They explore the real-world challenges of tool sprawl, configuration drift, and the need for efficiency in managed IT services. Kristen shares how Syncro’s approach centers on reducing complexity, automating routine work, and surfacing critical issues before they become problems.
Kristen explains why visibility and automation matter for MSPs handling patch management, rogue devices, and ever-changing cloud environments. She discusses how Syncro’s integrated platform helps teams stay ahead of compliance issues and gives technicians time back to focus on what really matters—serving customers and building stronger client relationships.
Looking ahead, Kristen highlights the growing complexity of cloud security, the fast pace of AI adoption, and the importance of pausing to review and improve processes. Her advice is simple: sometimes you have to slow down to speed up, making space for better automation, less stress, and stronger business outcomes.
Guest at a Glance
💡 Name: Kristen Costagliola
💡 What they do: Chief Technology Officer
💡 Company: Syncro
💡 Noteworthy: Kristen leads engineering, product delivery, and technical support at Syncro, focusing on simplifying IT management and automation for MSPs and IT teams.
💡Company Website: https://syncromsp.com/
Key Insights
Simplify Your Tool Stack to Reduce Errors and Stress
Tool sprawl creates real headaches for IT teams. Every new dashboard or single-purpose tool adds mental load and increases the risk something gets missed. The more systems a technician needs to check, the more likely important tasks fall through the cracks. The answer isn’t a mythical “single pane of glass,” but rather an integrated, familiar workflow designed to streamline daily tasks without forcing teams to relearn the basics. By focusing on reducing complexity and keeping interfaces consistent, MSPs free up time and attention for higher-value work. Fewer tools means less context-switching, lower stress, and fewer mistakes. IT leaders should regularly assess their stack, cut redundant software, and prioritize integration. This approach doesn’t just save money; it helps teams deliver better service while avoiding burnout.
Automation Delivers Time Back to Focus on Customers
Automating routine work is one of the best ways IT teams can reclaim their day. Patch management, network discovery, and compliance reporting all pull attention from what matters most—serving customers. With automation, systems do the heavy lifting: patches install in the background, alerts surface real issues, and compliance gaps are flagged before they become problems. When automation handles the tedious work, technicians can shift their focus to in-depth problem-solving or proactive client conversations. This shift doesn’t reduce headcount, but rather allows staff to invest in relationships, quality, and business growth. The result is not only higher productivity, but also less stress and fewer mistakes. For MSPs, well-designed automation is now table stakes for operating at scale without burning out staff.
Visibility and Proactive Monitoring Are Key in a Cloud-First World
The shift to cloud and SaaS means the perimeter is always moving. Devices come and go, users install their own apps, and configuration drift sets in fast. Visibility—knowing what’s on the network, what apps are installed, and who changed what—now ranks as essential. Proactive monitoring tools surface anomalies in real time, giving teams a chance to intervene before issues escalate. This approach is especially important as attacks move away from physical endpoints and toward cloud identities and SaaS platforms. Regular monitoring, combined with smart alerts, helps IT teams catch misconfigurations, rogue devices, and risky behaviors early. In a world where change is constant, visibility isn’t just about risk; it’s about keeping control, reducing fire drills, and maintaining trust with clients.
Viewer Takeaways
Tackling Configuration Drift in Modern IT Environments
Configuration drift has become a major challenge for IT teams managing both on-premises and cloud systems. As more users gain access and changes happen behind the scenes, settings and security can quickly fall out of alignment. This isn’t just about hardware anymore; SaaS platforms and cloud environments are driving new complexity. Staying on top of changes and updates demands both visibility and proactive oversight. Without the right tools, teams may not even know something has changed until it’s too late. Consistent monitoring and automation can help IT professionals manage these hidden shifts, keep systems compliant, and reduce security gaps.
The Evolving Role of Endpoints and Cloud Security
End-user devices are no longer the main target for attacks. As more data and processes move to the cloud, security threats now focus on identities and cloud-based platforms. The traditional approach of just patching and managing endpoints is no longer enough. IT teams must shift their attention to monitoring cloud environments, keeping up with rapid changes, and understanding how attackers exploit new tools. This shift requires new strategies for visibility, alerting, and automation—especially as most daily work now happens outside the physical device. Adapting to this evolving threat landscape is critical for maintaining security and business continuity.
Integrating Microsoft Management into the IT Toolkit
Managing Microsoft environments has grown more complex, especially for MSPs juggling hundreds of tenants. Teams need integrated tools that provide a clear, actionable view across both endpoints and cloud services. Rather than treating Microsoft management as a bolt-on, it should be a core function of every IT management platform. This integration helps eliminate context-switching, reduces training overhead, and gives technicians the ability to handle issues directly from familiar workflows. By embedding these capabilities, MSPs reduce friction, speed up response times, and deliver more consistent service.
Staying Flexible in the Face of Rapid AI and Cloud Change
The pace of change in IT is accelerating, driven by AI and the ongoing migration to the cloud. This brings both new opportunities and security risks, as attackers now have access to the same advanced tools as defenders. IT teams must stay flexible, keep learning, and adapt quickly to shifting technology and threats. The industry is still in the early stages of AI integration, and its full impact is only beginning to emerge. Continuous curiosity and a willingness to evolve will be key for staying ahead, protecting clients, and making the most of what these new technologies offer.
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