Microsoft management has become increasingly complex for MSPs. Thankfully, Syncro believes it has cracked the code. The company has unveiled a major upgrade to its platform, called XMM (extended management and monitoring) that brings endpoint, ticketing, and Microsoft 365 administration together in a single interface.
The move — announced on April 29 during the Kaseya Global Connect 2025 conference — promises tighter security and simpler workflows at no extra cost to partners. The goal, according to Syncro executives, is to help MSPs scale more affordably.
“Managing Microsoft environments is one of the most painful aspects of being an MSP today,” Syncro Chief Technology Officer Kristen Costagliola told ChannelPro. “You’re constantly jumping between multitenant portals, resetting MFA, checking security configurations. It’s tedious and error-prone. With XMM, MSPs can now handle all of that directly in Syncro.”
Bridging the Microsoft Gap for MSPs
The Syncro XMM platform features user and password management as well as full visibility into tenant security settings and drift monitoring based on CIS Level 1 standards. The platform allows techs to manage endpoints and users seamlessly within one interface while handling ticketing and PSA tasks. “You’ll know if something’s been changed without your knowledge, and you can remediate it without leaving the dashboard,” Costagliola added.
Kristen Costiagliola
While Microsoft has made powerful enterprise-grade tools available, most small and midsize businesses (SMBs) can’t easily access or manage them, Syncro CEO Michael George emphasized in the interview with ChannelPro. “What we’re doing is bridging that gap. We’re making the power of Microsoft manageable and approachable for MSPs.”
George (who previously led Continuum) and Costagliola (formerly head of engineering at Datto) both credited longstanding relationships with Microsoft and ongoing design partner feedback from MSPs as key to delivering XMM.
“We didn’t raise prices,” George told ChannelPro. “That’s not typical in today’s market, but our goal has always been to offer an all-in-one platform that’s truly accessible to smaller MSPs and still built for scale.”
That philosophy also reflects Syncro’s approach to AI. “We’re not using AI for AI’s sake,” Costagliola explained. “We use it to automatically categorize tickets, assist with remediation, help techs search more intuitively, and even analyze ticket sentiment. The goal is simple: help MSPs get through their day faster with less frustration.”
Key Features and Benefits of XMM
Here’s a breakdown of how Syncro’s XMM platform helps MSPs meet operational and security goals:
- Simplify Operations – Reduces tech stack complexity by consolidating IT management, security, and automation into a single platform.
- Strengthens Security – Automates Microsoft 365 compliance monitoring, security hygiene, and risk assessments, helping MSPs improve customers’ Secure Score and CIS compliance while discovering new revenue opportunities.
- Scale Efficiently – Enables MSPs to expand operations without increasing labor costs due to integrated service automation, ticketing, and Microsoft 365 multi-tenant management.
Designed for Simplicity — and Scale
XMM also supports co-managed IT environments. It enables internal teams and MSPs to collaborate with role-based access, audit logging, and scalable workflows. Costagliola said that designing for both small shops and larger MSPs has required a deep focus on usability. “We’re intentionally staying away from the overly complex systems that frustrate techs. We want simplicity and scale to coexist.”
Michael George
Syncro’s partner enablement strategy reflects how today’s MSPs prefer to interact with vendors. “Today’s MSPs — many of whom are millennials — don’t want to be pitched to,” George said. “They want to learn on their own terms. So we’ve invested heavily in documentation, in-product guidance, AI search, and a community where MSPs can help each other solve real problems.”
The bigger opportunity lies in helping MSPs simplify operations and eliminate tool sprawl. “When you have three tools trying to solve the same problem, no one owns it — and that’s a security risk,” George noted. “XMM is about simplification, better security outcomes, and ultimately a more profitable MSP model.”
And with Microsoft integration at the core, Syncro is betting that simplicity will be the key to scaling in a crowded MSP landscape.
Anjali Fluker contributed to this article.
