Books by Mark Copeman

Practical wisdom.
All in one place.

Mark has authored and co-authored multiple books for the IT and MSP industry - distilling years of real-world experience into practical, readable guides that you can implement straight away.

Offshoring Secrets book cover
MSP Secrets Series

Offshoring Secrets

Co-authored with Pete Bell, CEO of TGT Global

181 pages of practical wisdom, real experiences and hard-earned lessons from 15 years of running offshore operations. Whether you're struggling to find local talent or watching your wage bill spiral out of control, this book cuts through the marketing hype and shows you what actually works.

Mark Copeman has distilled Pete Bell's extensive offshore experience - the successes, the disasters and everything in between - into practical tactics and guidance you can use immediately.

  • Why most offshore projects fail in the first 90 days - and how to avoid it
  • The real cost breakdown beyond the sales pitch
  • How to choose between the Philippines, Sri Lanka, India and Latin America
  • What cultural alignment actually means in practice
  • The difference between offshoring and outsourcing - and why it matters
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Helpdesk Habits book cover
Customer Service

Helpdesk Habits

The book behind the world's leading IT customer service programme

Mark Copeman has spent the last decade working with customer service organisations across the world. During that time he discovered the single most important ingredient to delivering exceptional customer service - habit creation and embedding.

His formula for success will not only transform how your team works, but will make them happier and more successful customer service professionals. Through a unique framework, Mark shows you how to create and embed 50 new habits that transform how you deliver customer service - whether by phone, email or chat.

  • Learn the importance of harnessing habits in customer service
  • Develop the right attitude towards your helpdesk role
  • See how tiny adjustments in phrasing can win the day
  • Become skilled in empathy and rapport
  • Turn your helpdesk into a feature, not an overhead
"Best book ever! I've read about 20 pages and can already see the impact it would have on my team."
Amazon reviewer
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MSP Secrets Revealed Episode 2 book cover
MSP Secrets Series

MSP Secrets Revealed

Episode 2 - Shortcut your path to MSP success

In Episode 2, Mark brings together experiences from 90 individuals in a second book that complements Episode 1. With peer groups prevalent in different regions, no one had yet brought together the best of the best - until now.

From small to large, every MSP has a unique set of experiences. Mark sought out those experiences and curated them into a single place where others can learn from both successes and mistakes.

  • Marketing, sales and lead gen - secrets to the holy grail of MSP success
  • Why customer experience means everything to prospects and customers
  • How the superstars of your industry recruit and retain
  • Secrets of team management and staff retention
  • Why mental health matters more than you think
  • Secrets from MSP owners who have bought and sold businesses
"I was inspired by many of the stories shared, and find the additional comments provided by Mark of great value that I believe I can apply in my own business. Whether just starting out or you have an established IT Services business, I recommend this book for MSP Owners, managers and team leaders."
Amazon reviewer
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MSP Secrets Revealed Episode 1 book cover
MSP Secrets Series

MSP Secrets Revealed

Episode 1 - Shortcut experience. Inspiration from your peers.

Mark Copeman has spent a decade working with hundreds of IT support and Managed Service Provider organisations across the world. Through his natural curiosity and journalistic skills, he brings together experiences from 85 individuals into a single book - so others in the industry can benefit.

Running an MSP business is hard. This book lets you shortcut your path to success by learning from the people who've already been there.

  • 85 MSP owners and leaders sharing their real experiences
  • Successes and failures from across the globe
  • Sales, marketing, operations, recruitment and more
  • Written for MSP owners at every stage of the journey
"I am not a keen reader, but was attracted to this book, I went from cover to cover in 2 days! The honesty, quality of content/advice is amazing and I came away with lots of new improvement ideas, as well as some confidence in the ways in which we currently operate within our business."
Amazon reviewer
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The full collection

Offshoring Secrets

Offshoring Secrets

MSP Secrets Series
Helpdesk Habits

Helpdesk Habits

Customer service training
MSP Secrets Revealed Episode 2

MSP Secrets Revealed Ep. 2

MSP Secrets Series
MSP Secrets Revealed Episode 1

MSP Secrets Revealed Ep. 1

MSP Secrets Series