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.

1. Managed Print Services
Technology & Solutions
Shane A Kenyon
Chief Platform Architect, Xerox Corporation
Page 1

2. Agenda
• MPS Basics
• Device Manageability
• Technology of MPS
• Assess, Design, Implement, Manage
• Innovation & Trends
• ITO, Marketing Services, Mobile Print, Cloud Print
Page 2 October 2011

3. MPS Basics
Page 3 October 2011

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: InfoTrends
Page 4 October 2011

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. 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. 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 0,97
1,5 1,47 1,45 100%
1,43 1,41 1,40 1,39
Managed
33% 44% HP
~0.48 tr. pages
1,0
4% Canon
14% Lexmark
Unmanaged
67% 4% Ricoh
0,5 4%
~0.97 tr. pages Xerox
Managed Volume
Unmanaged Volume 29% Other
0,0
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 level
Page 7 October 2011

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 Analysis
Page 8 October 2011

9. MPS Basics
MPS exists along a continuum; advanced MPS offerings are more
service oriented and consultative, and require different tools.
Source: Photizo Group
Page 9 October 2011

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. 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 v2
Page 11 October 2011

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 industry
Page 12 October 2011

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. MPS Basics
The MPS Service Lifecycle engenders continuous improvement.
Page 14 October 2011

15. Assess
Page 15 October 2011

16. Assess
Discovery Usage Mapping
Business Workflow
TCO
Environment Analysis
Page 16 October 2011

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. 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. 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 Analysis
Page 19 October 2011

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 collection
Page 20 October 2011

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 DB
Page 21 October 2011

22. Design
Page 22 October 2011

23. Design
Change
Security Sustainability
Management
Future Configure,
Optimize
State Price, Quote
Page 23 October 2011

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. 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, Quote
Page 25 October 2011

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 planning
Page 26 October 2011

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 Suite
Page 27 October 2011

28. Implement & Manage
Page 28 October 2011

29. Implement & Manage
Device Remote &
Help Desk
Management Field Support
Security & Resupply & Reporting &
Governance Inventory Billing
Page 29 October 2011

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 Billing
Page 30 October 2011

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. 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 resources
Page 32 October 2011

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 Billing
Page 33 October 2011

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 Billing
Page 34 October 2011

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 Billing
Page 35 October 2011

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 Systems
Page 36 October 2011

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. 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. 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 Services
Page 39 October 2011

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 & accounting
Page 40 October 2011

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 Enterprise
Page 41 October 2011

42. Innovation & Trends
Page 42 October 2011

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 marketing
Page 43 October 2011

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 Group
Page 44 October 2011

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. 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 Print
Page 46 October 2011