What does it take to make your support operation successful when including a 3rd party service provider? Are you leveraging a multi-source strategy for your IT support using multiple partners? If one or more 3rd party is delivering under a managed services model, what are the critical success factors for integrating this support into your current operation? Our experience and findings have helped us to identify five critical success factors to leverage managed services in a multi-sourced IT operation. As a niche provider of Managed Services, Prolifics drives success by focusing heavily on the integration of multiple players in support services. We’ve identified several key areas for successful delivery in our over thirty-five years of experience, including: integrated IT processes, use of a single IT Service Management system, leveraging automated monitoring software, and shared enhancement of a universal knowledge base. In this white paper, we will share lessons learned as a participant in a multi-sourced IT support operation, and how you can leverage this in your own operations.