Managed Print Services, Technology & Solutions: NIP/Digital Imaging Keynote


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The objective of this talk is to provide an overview of the key MPS processes and a survey of benchmark technology approaches used by leading OEM and application providers to address customer needs. The talk includes an up-to-the-minute overview of the methods, processes and technologies that are refocusing the print industry towards a service orientation, convergence with ITO and next generation commercial applications such as Cloud Print, Print as a Service and Hardware as a Service.

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  • The stark reality is that print
  • The stark reality is that print
  • The stark reality is that print
  • Green analysis tools play here, sustainability costsTCO tools are often simply Excel basedDiscovery and mapping data should be tightly integratedUnique vertical requirements should be identified and taken into account
  • Managed Print Services, Technology & Solutions: NIP/Digital Imaging Keynote

    1. 1. Managed Print ServicesTechnology & SolutionsShane A KenyonChief Platform Architect, Xerox CorporationPage 1
    2. 2. Agenda • MPS Basics • Device Manageability • Technology of MPS • Assess, Design, Implement, Manage • Innovation & Trends • ITO, Marketing Services, Mobile Print, Cloud PrintPage 2 October 2011
    3. 3. MPS BasicsPage 3 October 2011
    4. 4. MPS Basics In mature markets, print product placement and print volumes is relatively flat. Refresh instead of growth. U.S. Production Printing and Copying U.S. Production Printing and Copying Market Forecast Market Forecast 90,000 170,000 85,000 160,000 80,000 150,000 New Placements AMPV 75,000 140,000 70,000 130,000 65,000 120,000 60,000 110,000 2009 2010 2011 2012 2013 2014 2009 2010 2011 2012 2013 2014 Source: InfoTrendsPage 4 October 2011
    5. 5. MPS Basics To succeed in this market, print providers need to adapt their total approach to their customers, including their sales methodology. The old way of selling print is harder than ever, but… MPS is a new and better way to sell - But how?Page 5 October 2011
    6. 6. MPS Basics How does MPS help print providers maintain and grow market share? MPS earns customer trust and loyalty and lock-in. MPS generates revenue for value-added software, services and consultation. MPS moves more hardware and consumables mitigating volume declines.Page 6 October 2011
    7. 7. MPS Basics The opportunity to capture unmanaged volume is significant.US Total Page Volume, trillion pages US Unmanaged pages by Equipment Brand, % Forecast 1,48 1,50 0,971,5 1,47 1,45 100% 1,43 1,41 1,40 1,39 Managed 33% 44% HP ~0.48 tr. pages1,0 4% Canon 14% Lexmark Unmanaged 67% 4% Ricoh0,5 4% ~0.97 tr. pages Xerox Managed Volume Unmanaged Volume 29% Other0,0 2007 2008 2009 2010 2011 2012 2013 2014 (1) Market Size provided by IDC (2) Shipments by Vendor provided by IDC (3) Managed volume assumptions co-developed with Xerox at device levelPage 7 October 2011
    8. 8. MPS Basics In these tough economic times, the demand for MPS in the marketplace is fueled by cost reduction and green concerns. Key Messages MPS Market $ 26B• Industry analysts expect MPS to grow Managed Print Services Office, Production, Home & Mobile at 18% per year to $68B by 2014.1 Direct & Indirect $26B• Organizations of all sizes are adopting managed print services – we are experiencing growth across the continuum.• Industry analysts report that over 70% of organizations consider green as part of their IT supplier decisions.2 Document Outsourcing Total $45B3 1) Source: Photizo Group 2) IDC’s U.S. Green IT Survey, April 2009 2007 3) Source: Xerox Market Size AnalysisPage 8 October 2011
    9. 9. MPS Basics MPS exists along a continuum; advanced MPS offerings are more service oriented and consultative, and require different tools. Source: Photizo GroupPage 9 October 2011
    10. 10. Device Manageability Device manageability is the key to MPS automation. From remote solve, to service delivery to billing – automation is the key to healthy service margins. It all starts at the device.Page 10 October 2011
    11. 11. Device Manageability Open, consistent, standardized, accurate and simple to query MIB data makes devices manageable and help desk agents happy! Standard-based implementation of SNMP and existing public MIBs is the first step… The next step is for the industry to establish a MPS MIB standard, eliminating private MIBs.• RFC1213 – MIB-II for TCP/IP• RFC2790 – Host Resources MIB• RFC3805 – Printer MIB v2Page 11 October 2011
    12. 12. Device Manageability There is no such thing as a homogeneous fleet. Private MIBs don’t create customer lock- in, simply customer frustration - MPS exposes this because providers share the pain with the customer… MPS is to the print industry what open source is to the software industryPage 12 October 2011
    13. 13. Device Manageability A few words about MPS compliance. Unmanageable devices will be “assessed out”; into the dustbin of history Like this guy…Page 13 October 2011
    14. 14. MPS Basics The MPS Service Lifecycle engenders continuous improvement.Page 14 October 2011
    15. 15. AssessPage 15 October 2011
    16. 16. Assess Discovery Usage Mapping Business Workflow TCO Environment AnalysisPage 16 October 2011
    17. 17. Assess Discovery Usage Mapping • Discovery and usage are tightly coupled automated data gathering activities. • Using SNMP, the customer network is scanned for output Business Workflow devices. PCs may also be queried to “discover” locally Environment Analysis TCO connected devices. • Tools may be stand-alone (USB key), cloud integrated, or part of the management toolset (XDA).Page 17 October 2011
    18. 18. Assess • Mapping is a largely manual task Discovery which involves obtaining the Usage Mapping customer site floor plans and correctly locating the assets on the map. • Mapping tools should ideally be integrated with discovery tools, as this will result in data quality issues. • Mapping tools often support the Business Workflow TCO Environment Analysis ability to create departmental “zones” which group assets.Page 18 October 2011
    19. 19. Assess • Financial, workflow and business environment data is collected manually, often as part of the Discovery Usage Mapping mapping process. • Lease costs, power consumption, break- fix, supplies usage, and page coverage are variables used in the TCO formulas. • Tools that provide analysis capabilities may be stand-alone or integrated with the mapping tool. Business Workflow TCO Environment AnalysisPage 19 October 2011
    20. 20. Assess The features below are common among MPS assess tools. • Network discovery • Department configuration • Local discovery • Green calculator • Asset management • Tablet ready • Floor plan mapping • Device compliance • Barcode scanning • Integration • Volume generation • Remote assessment • TCO data collection • Snapshot meter collection • Ongoing meter collection • User data collection • Workflow data collectionPage 20 October 2011
    21. 21. Assess The vendors below offer tools for the MPS assess phase. • DocuAudit Express • Preo Printelligence • FMAudit USB Key • PrintAudit Rapid Assessment Key • HP Web Jetadmin • PrintFleet Pro Key • Lexmark Fleet Manager • Ricoh @Remote Enterprise • Netaphor SiteAudit • Xerox MPS Suite • NewfieldIT Asset DBPage 21 October 2011
    22. 22. DesignPage 22 October 2011
    23. 23. Design Change Security Sustainability Management Future Configure, Optimize State Price, QuotePage 23 October 2011
    24. 24. Design Change Security Sustainability Management• Security needs range from basic network access to card systems and sophisticated print governance (Equitrac).• Sustainability improvements are a common outcome of lowering TCO; however, sometimes Future Configure, Optimize “green” is the lead story. State Price, Quote• A well designed change management strategy leads to increased adoption and realization of cost savings.Page 24 October 2011
    25. 25. Design • Optimization takes into account TCO, sustainability and security to arrive at Change Security Sustainability one or more future state designs. Management • Design tools allow for the creation of multiple future state designs based on different scenarios. • CPQ relies upon product, service and supply catalogs to arrive at accurate price quotes. Future Configure, Optimize State Price, QuotePage 25 October 2011
    26. 26. Design The features below are common among MPS design tools. • Asset management • Printing center design • Floor plan mapping • Device based utilization • Volume generation • Usage modeling • Proposal generation • Financial modeling • TCO analysis • Lease configuration • Green analysis • Integration • Service configuration • Supply chain configuration • Product catalog • Supply catalog • Scenario modeling • Change management planningPage 26 October 2011
    27. 27. Design The vendors below offer tools for the MPS design phase. • Cannon imageWARE • Preo Printelligence • DocuAudit Consultant • PrintAudit Assessor • FMAudit Enterprise • PrintFleet Enterprise • Netaphor SiteAudit Compact • Ricoh @Remote Enterprise • NewfieldIT Asset DB • Toshiba Encompass • Pharos Blueprint Enterprise • Xerox MPS SuitePage 27 October 2011
    28. 28. Implement & ManagePage 28 October 2011
    29. 29. Implement & Manage Device Remote & Help Desk Management Field Support Security & Resupply & Reporting & Governance Inventory BillingPage 29 October 2011
    30. 30. Implement & Manage Device Remote & Help Desk Management Field Support • Device management tools give real-time visibility and control of the printer fleet. • Proactive alerts, meter collection and supply Resupply & Security & Reporting & Governance levels Inventory BillingPage 30 October 2011
    31. 31. Implement & Manage Device Remote & Help Desk Management Field Support • Help desk tools allow for proactive support and management of all aspects of the customer experience. Security & Resupply & Reporting & • Integrated Governance Inventory Billing entitlements, SLA, suppl y, parts and technical data.Page 31 October 2011
    32. 32. Implement & Manage Device Remote & Help Desk Management Field Support • Remote support, diagnosis and solve capability from the service desk • Escalate and monitor status and SLAs for technical services Security & activities Resupply & Reporting & Governance Inventory Billing • Dispatch, notification, location and schedule management for technical resourcesPage 32 October 2011
    33. 33. Implement & Manage • Security & governance are centrally managed and typically integrated with the help desk and device management & Device Remote Help Desk tools. Management Field Support Security & Resupply & Reporting & Governance Inventory BillingPage 33 October 2011
    34. 34. Implement & Manage • Resupply & inventory capabilities are typically found in ERP systems, but tightly integrated with the help desk. Device Remote & Help Desk Management Field Support Security & Resupply & Reporting & Governance Inventory BillingPage 34 October 2011
    35. 35. Implement & Manage • Reporting & billing are heavily dependent on activity data provided by the MPS front office management tools. Device Remote & Help Desk Management Field Support Security & Resupply & Reporting & Governance Inventory BillingPage 35 October 2011
    36. 36. Integration Non-integrated workflows lack data parity leading to a lack of common understanding, resulting in a poor customer experience. Fleet Data Customer Systems Provider Systems Supplier SystemsPage 36 October 2011
    37. 37. Integration MPS vendors are increasingly Xerox MPS-API focused on ease of SOA API enabling developers to create applications that integrate with the Xerox MPS platform including device integration - management tools. Here are a few solutions Xerox has come up with. Xerox FreeFlow Xerox EIP Production automation platform for Extensible Interface Platform Xerox devices. Allows you to integrate for Xerox devices. Allows you your application seamlessly into the to customize the device Automation Plarform based on the interface and system options workflow you have (i.e. photo specifically for any vertical (i.e. optimization, Press automation with an healthcare, legal, etc.) MIS, real time job status and tracking, etc.).Page 37 October 2011
    38. 38. Centralized Print Services Management of in-plant production print shops and mailrooms is a growing MPS segment. • The entire production print process is managed and includes the use of on-site Xerox labor to provide the expertise and tools needed for efficient management of the print shop. • Centralized solutions are often combined with office MPS to route large print jobs to the in-house print shop. • Solutions may also include routing of jobs to external print shops.Page 38 October 2011
    39. 39. Enterprise Content Management ECM solutions are increasingly part of an integrated MPS engagement, especially at the enterprise level. • Enterprise Content Management (ECM) includes document capture, management, storage and collaboration. • ECM systems deliver content via the web, mobile devices and hard copy. • Lifecycle management ensures regulatory compliance, security and document refresh. • MPS engagements that include ECM live at the intersection between MPS and BPO; these are most often seen at the enterprise level today. • Offerings in this space applicable to MPS include: • Ricoh Alchemy • EMC Documentum • Xerox DocuShare • Cannon imageWare • HP Enterrpise ServicesPage 39 October 2011
    40. 40. Implement & Manage The features below are common among MPS manage tools. • Help desk • Department chargeback • Asset management • Print driver management • Real-time monitoring • Secure print • Remote alerting & solve • Service plans and SLAs • Supply ordering • Document storage management • Inventory management • Reporting & billing • Meter collection • Integration • MACD • User management • Usage accounting by user, department, location • Print cost control & accountingPage 40 October 2011
    41. 41. Implement & Manage The vendors below offer tools for the MPS implement & manage phases. • Cannon imageWARE • PrintAudit 6 • Digital Gateway eAutomate • PrintFleet Enterprise • Nuance Equitrac • Ricoh @Remote Enterprise • FMAudit Enterprise • Toshiba e-Bridge FMS • Lexmark Fleet Manager • Xerox MPS Suite • Netaphor SiteAudit • Pharos Blueprint EnterprisePage 41 October 2011
    42. 42. Innovation & TrendsPage 42 October 2011
    43. 43. Communication & Marketing Services Combines CRM with multi-channel communications output, personalization, measurement and tracking. • Management of the marketing and multi-channel customer communication processes. • Management and automation of entire CRM lifecycle including external providers of content, output or delivery. • Design through delivery of personalized content for nearly any document type. Examples include: • Fully customized high-volume statements and bills • Personalized e-mail and mobile surveys • Personalized on-demand marketingPage 43 October 2011
    44. 44. ITO & MPS Synergy Hybrid deals including ITO & MPS capabilities are rapidly expanding in the marketplace. • A growing number of customer MPS initiatives are IT led • Printing is increasingly seen as part of the IT infrastructure • MPS is ranked among the top 3 priorities among IT departments1 • Print accounts for 6-10% of IT budgets1 • Customers are starting to look for a one-stop-shop provider for ITO and MPS, preferring a single engagement • Major MPS providers offer ITO as well (HP+EDS, Xerox+ACS) • The lines between traditional IT VARS and office equipment dealers are blurring, we live in the era of “Hybrid Dealers” 1 • There is growing convergence between IT management software and MPS software 1) Source: Photizo GroupPage 44 October 2011
    45. 45. Mobile Print The mobile revolution is impacting how, where and what users print. Mobile Devices & Email to Send, Browse and Release Documents for Print. Mobile Applications to Login, Send, Browse and Release Documents for Print.Page 45 October 2011
    46. 46. Cloud Print Cloud printing means secure driverless printing from any device to any device no matter where you are. Smart Phones Client Network Content Repositories MS / EMC/ IBM / Google / Box.Net Cloud PrintPage 46 October 2011