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This white paper provides a guide for beginners in the managed service industry. It gives advice on formulating the right strategy, selecting appropriate tools, how to price your service, avoiding risks and what can be achieved by building a successful managed service provider. Read to find out more VIEW SUMMARY

Our report shares key learnings and strategies from IT leaders around the globe, comparing attitudes, issues, and potential solutions so you can steer your IT organisation in the right direction. Read the 2013 global IT leadership report. VIEW SUMMARY

As an executive with responsibility for I.T. you are often faced with the decision of whether to bring in an outside consultancy to help with a project. This paper identifies a number of key attributes and characteristics the best consultancies have and will help you identify the right one for you. VIEW SUMMARY

Customers are becoming increasingly demanding when it comes to contact centres, but setting up and maintaining them is expensive and demanding, and many companies do not use the systems they have in the most efficient way. So, read this paper for 20 reasons to host your contact centre in the cloud. VIEW SUMMARY

Co-sourcing provides a viable strategy to complement and support the role of the IT Manager in businesses with 50 or more IT users. This paper explains how co-sourcing can work for your business, addresses common co-sourcing myths and looks at what you need to consider before choosing a partner VIEW SUMMARY

Read to find out how APM can monitor and improve application performance, acting as an early warning system to allow businesses to quickly respond to unexpected incidences. Using Audi as a case study, this paper documents how APM can optimise web application performance and customer experience. VIEW SUMMARY

APM improves performance and service quality for businesses, increasing the quality of IT operation service by allowing monitoring and analysis of systems failure, performance, availability and usage, enabling increased application performance and much more. Read for real applications of APM. VIEW SUMMARY

Social media is revolutionising customer care. This paper defines social customer relationship management (SCRM), looking at the trends, benefits and challenges of outsourcing SCRM to third-party providers. Read this paper to gain an insight into what services customer care providers can offer. VIEW SUMMARY

Imagine opening your support portal every day and having no overdue tickets from last week. As businesses grow, managing a few hundred customer queries every day can be quite a struggle. But is adding more agents to your customer support machine going to solve the overloaded problem? VIEW SUMMARY

This case study focuses on a company who needed to improve the reporting aspect of its leading SaaS-based recruitment software. They looked to open source providers as an option and have now gained a real competitive edge in the market. Read the paper to find out how. VIEW SUMMARY