QUOCIRCA MARKET VIEW June 2008

Managed Print Services

Contacts: Reducing the complexity and cost of the print environment
As enterprises recognise the costs associated with an uncontrolled printing environment,
Louella Fernandes many are turning to specialist managed print services (MPS) providers. MPS services
encompass the assessment, optimisation and management of the print environment.
Quocirca Ltd
Increasingly, MPS providers are now adopting a partnered out-tasking approach by delivering
Tel +44 1753 754838 flexible services that can be tailored to individual customer requirements.
louella.fernandes@quocirca.com
The MPS market is characterised by services offered by both printer manufacturers
Clive Longbottom and IT outsourcing services providers. Although the market is dominated by offerings
Quocirca Ltd from printer manufacturers, IT outsourcing service providers are increasingly including
Tel +44 118 948 3360 MPS as part of their desktop management services.
clive.longbottom@quocirca.com
Established and broad MPS portfolios are offered by manufacturers such as Xerox,
HP, Canon and Lexmark. These vendors all offer a robust set of services covering
assessment, planning, implementation, management and ongoing maintenance and
support for a multivendor environment. Canon, HP and Lexmark in particular, adopt a
REPORT NOTE: flexible co-operative approach to delivering MPS. Xerox‟s extended capabilities in
This report has been
offering document outsourcing and business process services currently position it as the
written independently
by Quocirca Ltd. vendor with the strongest global offerings in the MPS space. This has been helped by its
global partnership with EDS, although the recent HP acquisition of EDS will, no doubt,
During the preparation impact Xerox‟s partnership whilst enabling HP to gain a new channel for pushing its MPS
of this report, Quocirca offerings.
has spoken to a number
of suppliers involved in
IT outsourcing service providers are positioning MPS as part of their green IT
the areas covered. We services. Accenture, CSC and Atos Origin are leading with a green approach. Printer
are grateful for their vendors should look for opportunities to gain access to new clients by establishing deeper
time and insights. alliances with such IT providers. With enterprises increasingly interested in sustainability
issues, MPS can deliver clear environmental benefits through reduced paper and energy
This report was use.
sponsored by a
syndicate of vendors in Assessments underpin a successful MPS. Most IT outsourcing engagements begin
the MPS space. with an initial assessment of the IT infrastructure. Whilst many organisations may have
conducted this for the rest of their IT operations, the print environment is typically
neglected. IT service providers should work closely with print partners to leverage their
expertise in conducting these complex print assessments, emphasising the importance of
alliances between manufacturers and IT outsourcing providers.
Standardisation is the key to successful long-term MPS. As most organisations
operate with a heterogeneous print environment, the advantage of fully supporting a
multivendor environment in the initial stages of an MPS engagement cannot be
overstated. However standardised, technology must be flexible and open enough to
integrate with new technology as the business requirements and market offerings change.
The quality of service level agreements (SLA) will shape successful ongoing MPS
engagements. SLAs are an essential part of any outsourcing project. Whilst IT service
providers will have already developed a best practice approach to SLAs through existing
outsourcing engagements, emerging printer manufacturer MPS providers will need to
ensure that SLAs are flexible, promote risk and reward sharing, and provide benefits for
both parties. This is particularly well demonstrated by Fujitsu Siemens Computers‟ open-
book benefit sharing model.
Integration with IT management software will enhance the value of MPS. Today
MPS capabilities are limited to proprietary document accounting and reporting tools which
give a view solely of the print environment. As other parts of the IT infrastructure are
typically managed by standardised systems management tools, tying print management
and reporting tools to the IT management tools represents an opportunity for the print
environment to be viewed and controlled as part of more holistic IT management
Supporting business processes represents real opportunity. Utilising document
workflow solutions, such as document capture and secure printing, as part of an MPS
engagement, enables both paper and electronic documents to be more tightly integrated
into business processes. This takes MPS to the next level by building on its foundation to
manage the print infrastructure to enabling real business value through managing the
complete document lifecycle.

An independent study by Quocirca Ltd.

www.quocirca.com
European Competitive MPS Landscape Page 2

CONTENTS

1 INTRODUCTION .............................................................................................................................................. 3
2 MPS EVOLUTION ............................................................................................................................................ 3
3 THE PHASES OF MPS ENGAGEMENTS ............................................................................................................. 4
4 MPS COMPETITIVE LANDSCAPE ..................................................................................................................... 6
4.1 PRINTER/COPIER MANUFACTURERS ........................................................................................................................6
4.2 IT SYSTEMS INTEGRATORS/OUTSOURCING PROVIDERS ................................................................................................7
4.3 IT MEGA VENDORS ..............................................................................................................................................7
5 MPS PROVIDER CAPABILITIES ......................................................................................................................... 8
6 RECOMMENDATIONS ................................................................................................................................... 10
6.1 VENDOR RECOMMENDATIONS .............................................................................................................................10
6.2 PURCHASING RECOMMENDATIONS .......................................................................................................................10
ABOUT THE SPONSORS ........................................................................................................................................ 12
ABOUT QUOCIRCA ............................................................................................................................................... 13

Although Quocirca has taken what steps it can to ensure that the information provided by the vendors involved in this report is true
and reflects real market conditions, Quocirca cannot take any responsibility for the ultimate reliability of the details presented.
Therefore, Quocirca expressly disclaims all warranties and claims as to the validity of the data presented here, including any and all
consequential losses incurred by any organisation or individual taking any action based on such data.

© 2008 Quocirca Ltd www.quocirca.com June 2008

European Competitive MPS Landscape Page 3

1 Introduction
Organisations continue to be driven by a combination of controlling cost and improving efficiency and, to achieve
these, increasingly turn to outsourcers, as well as approaching IT as a utility. Alongside this is the continued drive for
sustainability and the growing awareness of how IT impacts an organisation‟s carbon footprint. This trend is seeing
the emergence of consulting services that help organisations to implement initiatives that make the procurement,
operation and disposal of IT assets more environmentally responsible. Such services include data centre and desktop
virtualisation, supply chain optimisation and remote working solutions and, increasingly, the optimisation of the
printing environment.

Print costs are estimated to account for between 1% and 3% of an organisation‟s total revenue, yet is an area that
has literally been left to its own devices. Digital communication has actually led to a rise in printed content, often
these days in colour, which has led to escalating print costs for many organisations. Adding to this is the fact that
ownership of devices is often fragmented across departments and locations, many of which are from a diverse range
of manufacturers, requiring the storage of many incompatible consumables. In addition, whilst facilities management
would have been traditionally responsible for the purchasing and management of service contracts for photocopiers
and fax machines, the emergence of the networked multifunction device (that acts as a printer, scanner, copier and
fax) has led to IT becoming more involved in the purchasing and management of all devices.

In order to gain control of their complex print environments, many organisations are turning to managed print services
(MPS). MPS providers may be printer or copier manufacturers, specialist managed print providers, channel partners
or IT service providers. An MPS provider assumes responsibility for the management of either part of or the entire
print environment and can handle the full gamut of activities including assessment, fleet optimisation, asset
management, maintenance, and support and change management.

This report provides an overview of the MPS market landscape, the key suppliers in this space and how their
capabilities compare. Quocirca interviewed a range of MPS providers to understand their strategy in delivering
managed print services, their approach to delivery and their strategic focus on this area. This is not a definitive list of
all suppliers but a sample of the key players.

2 MPS evolution
The MPS market has evolved from the basic services of maintenance, supplies and fleet management to encompass
solutions for assessing, optimising and managing an enterprise-wide printing infrastructure. This is where most MPS
offerings fit today, although companies such as Xerox Global Services already offer a full range of enterprise
document services. Document process outsourcing relates to the on or off-site services which cover the complete
document lifecycle, from creation to storage and archival. Business process services enable documents to be
effectively integrated into the business workflow, for example by using software to improve the efficiency of both
paper and electronic document processes.

MPS providers who are able to also offer these types of enhanced document services will be able to drive further
business value by enhancing the fundamental cost savings of optimising the printing infrastructure. However, many
organisations still need to take the first step to optimise their print environment, which provides the foundation for
creating a wider enterprise document strategy.

Figure 1. MPS Evolution

© 2008 Quocirca Ltd www.quocirca.com June 2008

European Competitive MPS Landscape Page 4

3 The phases of MPS engagements

MPS engagements vary in the service capability offered and delivery approach. Whilst some MPS providers, such as
Xerox, favour a fully outsourced approach, taking full control of an organisation‟s output environment, an increasingly
popular approach is the modular, or out-tasking approach characterised by companies such as Canon, HP and
Fujitsu Siemens Computers. Through this flexible outsourcing model, services can be outsourced as required,
enabling the customer to retain control of their technology if needed, and the customer can move to a fully outsourced
approach if required.

MPS engagements are typically shaped by the phases

Benefits of MPS
of assessment, design, implementation and
maintenance. The following service definitions have Reduced costs
been used to compare vendor capabilities: Transparency through “pay-as-you-go” or “per-
page” pricing gives total visibility into document
Assessment: through a print audit or production costs.
assessment, an organisation can gain an Leasing printing equipment also gives access to
understanding of the total cost of ownership latest devices which means money is not tied up in
(TCO) of the print environment such as initial hardware and budgets can be planned in advance.
and ongoing costs including supplies,
maintenance and support. Assessments are
Simplicity
categorised as follows (based on Infotrends
categorisation): A managed print services provider offers a single
point of contact and accountability for device
o Level 1 - conducted internally using either management, service and supplies.
manual or automated tools for measuring Consolidated, regular billing that includes services
output. It is limited in scope and focuses and consumables for all managed devices simplifies
on the total number of devices under reconciliation and accounting processes and
consideration in an organisation, the cost provides an insight into actual print costs.
of supplies for those devices, together with
a speculative estimate of the total monthly Increased employee productivity and
volume of pages produced. Level 1 satisfaction
analysis generates a preliminary
Employees benefit from increased uptime, onsite
understanding of the cost per page (CPP)
response to emergency problems and automatic
for devices based on specifications and
restocking of printer supplies. This leaves staff to
usage.
focus on core competencies and business priorities.
o Level 2 - combines basic company data
with secondary research to give a view of Enhanced security and compliance
the “current state” costs. This approach A managed service provider can identify particular
provides a more specific analysis of risks and recommend relevant solutions that
document output costs and how these enhance privacy and provide audit trails to report
compare to similar organisations in terms print usage.
of operating efficiency.
o Level 3 - this is the most sophisticated and involves a level of document assessment that can take from
a few weeks to three months to conduct. A Level 3 assessment uses both primary and secondary data
to give a comprehensive view of an organisation‟s current costs and provides advice regarding their
recommended future state. As a consequence, this type of assessment is also the most expensive and
requires a high degree of collaboration between the user organisation and the assessment provider.
Once an assessment is complete, the recommendations that result provide an implementation policy to
ensure long-term cost reductions and a return on investment. At this stage service levels can be set and
agreed on.
Implementation: this includes ongoing procurement, fleet optimisation, deployment management and
installation (IMAC – installation, move, add, change) and integration. Project management is also an
important part of this stage and is necessary to ensure continuous improvement and adherence to service
levels.
Management: this includes asset management, third party service management and consumables
management.
End-user services: this includes help desk, on-site support and training for both end-users and IT staff.
Maintenance and support: MPS providers may provide this for their own (where relevant) and third party
equipment. This also includes proactive supplies management capabilities, which enables ink and toner
levels to be monitored and re-ordered automatically, and also preventative maintenance through remote
monitoring capabilities.
Change management: this relates to training and communications services which enable a smooth
transition to new printing processes and technology as they become available.

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European Competitive MPS Landscape Page 5

Ongoing monitoring: post implementation monitoring of the print environment ensures that it is right sized
and that cost savings are monitored and ongoing. Consumption trends can be checked and savings further
optimised. This may take the form of regular review meetings for continuous improvement, SLA
measurement and reporting.

© 2008 Quocirca Ltd www.quocirca.com June 2008

European Competitive MPS Landscape Page 6

4 MPS competitive landscape

The MPS market is characterised by a range of suppliers who offer differing capabilities depending on whether they
are manufacturers or IT service providers. Generally, MPS providers can be categorised as:

Services or consulting practices of printer and copier manufacturers (such as HP, Xerox, Canon, Konica
Minolta, Ricoh). These vendors‟ services practices are typically tightly tied to their product offerings and
include assessment, design, implementation and support services. MPS may also be offered by their
channel resellers where capabilities exist and are encouraged.
IT systems integrators/outsourcers (such as Accenture, EDS, Fujitsu Siemens Computers, CSC, Atos
Origin). These may partner with one or more printer manufacturers and service engagements may be part of
a wider desktop service offering.
IT mega vendors (IBM) who may approach managed print services as part of a wider green IT service
strategy.

Merger and acquisition activity will see organisations change their profile, such as the recent HP/EDS announcement
which, from an MPS point of view, moves the newly merged organisation into the mega vendor category.

4.1 Printer/copier manufacturers

The major printer/copier vendors, as would be expected, have developed a robust set of services with most offering
support for multivendor environments. As large enterprises are typically the target for MPS, the requirement for
global consistency of services that can be delivered locally has become increasingly important. This is best reflected
by the global service infrastructure that underpins Xerox Global Services go-to-market approach. HP and Lexmark
also focus on a global delivery of services and Canon is actively expanding its global service capabilities.

Amongst these vendors, Xerox Global Services currently has the most established and broad MPS portfolio,
delivered through its Office Services (XOS) group, which is one of three service offerings that Xerox leads with in
large enterprise engagements. The other two are business process services (BPS) and document outsourcing and
communication services (DOCS). By having the capability to leverage the extended benefits of BPS and DOCS,
Xerox is positioned as one of the only providers to offer the full range of document lifecycle services. As such it is
already successfully engaging in the third generation of managed print services, which encompasses document
process outsourcing and workflow solutions.

Xerox has won some significant deals (for example the Department of Work and Pensions in the UK, a £400m,
seven-year contract); boosted by its strategic partnership with EDS. Xerox is actively enhancing its global alliance
partnerships, with CSC announcing in June 2008 that Xerox is now a global alliance partner, building on their existing
relationship, where Xerox provides CSC with document management services.

Meanwhile, HP is aggressively moving up the value chain, always seeking to increase its footprint in the corporate
printing market. It has developed a strong set of services and recently added document workflow capabilities to its
range of modular services. Its recent acquisition of EDS will add to its potential strength and will help it gain more
traction for its managed print services amongst the large enterprises. Lexmark is also an established MPS player,
particularly focusing on the productivity, financial and environmental benefits of business process optimisation. Its
distributed fleet management service is provided through its global services organisation and is based on its core
asset lifecycle infrastructure which enables it to provide global delivery of standardised services, which include
multivendor support.

Building on the success of local MPS engagements, Canon has developed a pan-European MPS strategy backed by
a cohesive range of services which can also be delivered globally. As Canon‟s European MPS organisation is still in
its infancy, its success in winning new customer engagements relies on the execution of the new teams at both a
local and European level. Whilst its direct model is its primary route to market, Canon as yet does not work with any
major IT service providers in a similar way to Xerox, HP or Ricoh.

Ricoh is actively enhancing its MPS capabilities and, whilst currently Ricoh‟s MPS is delivered on a regional basis in
Europe, Ricoh has already developed alliances with CSC and Atos Origin, giving it a strong position in IT service
engagements where the printing infrastructure is included.

Konica Minolta‟s iDOC consulting service is comprehensive in its capabilities but is focused primarily on Konica
Minolta products, with limited multivendor support. However, for those businesses that already have or are planning
to standardise on a Konica Minolta bizhub environment, the iDOC service would make the most of this investment
and enable the full benefits of its remote support and maintenance system be realised.

InfoPrint Solutions Company (a joint venture between IBM and Ricoh) currently offers bespoke managed print
services based on customer requirements in Europe. However it has recently announced a set of managed print
service offerings in the US and this is expected to roll out in Europe during the latter part of 2008.

© 2008 Quocirca Ltd www.quocirca.com June 2008

European Competitive MPS Landscape Page 7

4.2 IT systems integrators/outsourcing providers

Companies such as EDS have a long established relationship with Xerox, although this will be affected by the recent
HP acquisition of the former. The managed print service offerings of these providers are often closely tied to a
particular printer manufacturer alliance partner, so the depth of service is related to how broad a portfolio is offered by
that manufacturer. IT service providers are increasingly approaching MPS as part of a wider green strategy, which
may include data centre consolidation and virtualisation, supply chain optimisation and IT infrastructure management.
For instance, Accenture promotes MPS as part of a wider green IT service offering, which is delivered through its
partnership with Xerox. MPS often forms part of a portfolio of services, but is generally a small part of the overall
services business for these vendors.

Fujitsu Siemens Computers is one of the few IT service providers that work with a number of printer manufacturers.
It has built a robust set of print lifecycle services based on its overall managed office services capability, which adopts
a flexible out-tasking approach. IT service providers, unlike printer manufacturers, are not driven by page volumes
and consumable revenue, and also offer the IT infrastructure management expertise often not available through pure
MPS providers.

Pitney Bowes deserves a mention here despite its heritage in mailstream technology and document process
outsourcing. It is one of the only vendor-neutral providers of MPS and works with most printer and copier
manufacturers. It is actively investing in its PrintWorks print asset management service which has over 100
customers in Europe.

4.3 IT mega vendors

These providers often take a holistic view of IT services, positioning IT as an enabler for sustainable or green
business initiatives. Again, MPS may be part of a wider IT service portfolio but is limited to alliance partnerships and
is now emerging as a service choice as these vendors promote their services to support a green service strategy.
Although IBM has a raft of green IT services that cover data centre optimisation, storage management and
infrastructure software, its output management service (OMS) does not feature as part of its overall offerings. Given
the impact that inefficient printing can have on an organisation‟s green credentials, IBM should certainly consider
strengthening its MPS offering to enable it to provide a wider and fuller portfolio of green IT services.

Figure 2 shows a sample of MPS providers positioned according to whether they are vendor independent or
printer/copier MPS providers, along with an indication of the breadth of the portfolio of MPS services they provide.

Broad service portfolio

Fujitsu Siemens
Xerox
EDS
Canon, HP
IKON
Lexmark, Océ
Pitney Bowes
Ricoh
CSC, Atos Origin,
Konica Minolta
T-Systems
Vendor Printer/copier
independent vendor MPS
MPS

Accenture InfoPrint Solutions

Dell Samsung
IBM Sharp

Developing service portfolio

Figure 2. Competitive positioning of MPS players

© 2008 Quocirca Ltd www.quocirca.com June 2008

European Competitive MPS Landscape Page 8

5 MPS provider capabilities

The following table summarises the MPS approach for the key MPS providers. It is not intended to be an exhaustive
list of all MPS providers, but provides a sample of the main players in the European MPS market today.

Lexmark

Siemens
Minolta
Konica

Fujitsu
Bowes
Canon

Pitney

Origin
Ricoh

Xerox

CSC*
Océ*

Atos
EDS
HP

Service
approach
Modular Modular
(Modular or Modular Modular Modular Full Modular Modular Full Full Modular Modular
/Full /Full
full
outsourced)
MPS Primary
Direct &
route to Direct Direct Direct Direct Direct Direct Direct Direct Direct Direct Direct
partners
market
Geographical
Global Global Global Global EMEA EMEA Global Global Global EMEA EMEA Global
delivery
More More Less More
No. European Approx Approx
than than N/D N/D than than 100-500 N/D 26-50 N/D
customers** 600 1300
100 1000 50 1000
EDS, IBM, Ricoh
Dell, IBM,
CSC, IBM, CSC, Ricoh Xerox
HP Fujitsu Ricoh
Alliances Local
internal Services,
N/D N/A Atos Deloitte, Global Xerox Kyocera
Xerox
Océ
Origin Capgemini Lexmark Fujitsu -
Siemens
(Global) Siemens
Av. Length of Up to 30-60
3-5 yrs 3-5 yrs 4 yrs 2 yrs 3-5 yrs 3-5 yrs N/D 3-5 yrs N/D 4 yrs
contract 5 yrs months
No. mega
deals 2007
2 N/D N/D N/D N/D N/D 10 1 N/D 2 N/D N/D
(more than
$25M)
Less Less Less
MPS Revenue $100m to $1m to
N/D N/D N/D than than N/D N/D than N/D N/D
Range $500m $5m
$100m $100m $100m
Growth on
50% N/D N/D N/D N/D N/D N/D 40% N/D N/D N/D 6%
previous year
N/D = not disclosed
* Please note that Océ and CSC were unable to verify details of their MPS offerings.
** Each MPS vendor defines an MPS customer differently and may relate to full or partial responsibility for an organisation‟s print
environment.

Figure 3: Overall MPS provider summary

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European Competitive MPS Landscape Page 9

The following table provides an indication of the breadth of the portfolio of managed print services that they provide.

Key:  Full capability  No capability  Limited capability/offered with partners  Not known

Atos Origin
Siemens
Lexmark

Minolta
Konica

Bowes

Fujitsu
Canon

Pitney
Xerox
Ricoh

CSC
EDS
Océ
HP
Assessment
Level 1 – Basic            
Level 2 – Assisted            
Level 3 - Consultative            
Workflow analysis            
Implementation
Multivendor procurement            
Fleet optimisation            
Deployment planning            
Installation (IMAC) integration            
Project management            
Management
Fleet management            
Asset management            
Multivendor management            
Consumables management            
Billing and accounting            
End-user services
Help desk            
On-site support            
Training            
Maintenance and support
Multivendor            
Remote monitoring (own equip)          N/A N/A N/A
Remote monitoring (third party)            
Proactive supplies mgmt            
Services portal            
Change management
Training and communications            
Monitoring
KPI\SLA Measurement            
Reporting            
Contract Management            
Print room services
rd
In house/3 party print-room            
Contract/pricing
Flexible SLA            
Fixed SLA            
Flexible pricing model            

Figure 4: MPS provider capabilities

© 2008 Quocirca Ltd www.quocirca.com June 2008

European Competitive MPS Landscape Page 10

6 Recommendations
As organisations continue to optimise their IT infrastructure, reduce costs, improve efficiencies and lower the
environmental impact of their business, controlling and managing the print environment will become a more vital
element for achieving all these aims. Although the MPS market is still evolving, the best positioned MPS providers
will be those who offer a broad portfolio of services and can translate the significant cost savings of optimising the
printer fleet to further enhance document workflow processes as organisations move into the next phase of their
enterprise document strategy.

6.1 Vendor recommendations

Service providers should consider the following developments in the evolution of managed print services:

Green IT remains a hot topic. Green IT has been given significant exposure by IT vendors and service
providers, not least in the area of data centre virtualisation. MPS should be positioned to support greener
business practices providing tools that not only demonstrate the financial savings but also the environmental
benefits of optimising the print environment. MPS providers should look to partner with vendors who can
complement their current offerings, either from an IT or print management perspective.
Assessments underpin a successful MPS engagement. Most IT outsourcing engagements begin with an
initial assessment of the IT infrastructure. Whilst many organisations may have conducted this for the rest of
their IT operations, the print environment is often neglected. IT service providers should work closely with
print partners to leverage their expertise in conducting these complex print assessments, emphasising the
importance of alliances between manufacturers and IT outsourcing providers.
Standardisation is the key to long-term MPS engagement. Given the fact that most organisations will
have sourced their current fleet from multiple vendors, the advantage of supporting a heterogeneous
environment in the initial stages of a MPS engagement cannot be overstated. However, maintaining many
vendor relationships will prevent organisations benefiting from economies of scale, and can create
inefficiencies, as well as higher IT support costs. In the long term, a standardised environment is the most
cost effective and efficient to manage. However, standardised technology must be flexible and open enough
to integrate with new software and solutions as the business changes.
Flexible service level agreements (SLAs) will shape successful ongoing MPS engagements. SLAs are
an essential part of any outsourcing project. Whilst IT service providers will have already developed a best
practice approach to SLAs through existing outsourcing engagements, emerging MPS providers will need to
ensure that SLAs are flexible, promote risk and reward sharing, and create benefits for both parties. Metrics
should not only relate to uptime of devices but also to user productivity. An effective SLA can help to ensure
that the MPS provider is helping the customer meet or surpass both business and technology service levels,
which in turn leads to increased productivity.
Integration with IT management software will enhance the value of MPS engagements. Today, MPS
capabilities are limited to proprietary document accounting and reporting tools which give a view solely of
the print environment. As other parts of the IT infrastructure are typically managed by standardised system
management tools, tying print management and reporting tools to those used for IT management represents
an opportunity for the print environment to be viewed and controlled more holistically. Such tools could
include overall carbon measuring and reporting capabilities, and can also be tied into ERP systems for
service and procurement.
Supporting business processes represents a real opportunity. Utilising document workflow solutions
as part of a MPS engagement enables both paper and electronic documents to be more tightly integrated
into business processes. Just a few MPS providers offer this capability at present, but, as more
organisations begin rationalising their print environment, business process services will offer them further
potential to reduce costs and use the document production environment as an enabler for improved
business workflows.
Focus on document security through secure printing solutions. Many print manufacturers already offer
a range of secure printing solutions such as authenticated or “follow-me” printing. As security remains high
on the IT agenda, MPS providers should encompass such secure printing applications within their MPS
portfolio.

6.2 Purchasing recommendations

The most important criteria to consider when choosing a managed print services provider are as follows:

How well does the scope of services match your business needs? Does the MPS provider offer a wide
range of services such as asset optimisation, supplies management, help desk support and user training
that match your specific requirements?
Does the vendor have a proven record of satisfied MPS customers? How long has the provider been
offering managed services? How many devices are currently under management? Can the provider offer
customer references?

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Does the provider offer a detailed assessment of the print environment? Is an established
methodology used? What scalability is offered in terms of depth and cost of assessments? What is the
opportunity for ongoing tracking of assets, costs and usage?
Are best of breed equipment and solutions supported? Does the MPS provider support or offer a wide
range of monochrome and colour printers, MFPs, or cater for specialised output needs such as high speed
colour printing for graphics arts environments? What types of tools are used to monitor and manage the
entire output fleet? Does the provider offer solutions for document workflow, secure printing or
customisation services for specific business needs?
Is a multivendor environment supported? Does the provider offer support and manage devices from
multiple vendors? What strategic relationships does it have? Can your existing equipment, spares and
consumables be retained or will new equipment purchases be necessary?
How flexible is the MPS agreement? Can you start with a limited engagement and add services as
business requirements evolve? Can new technology be integrated into the service package? How flexible
are the provider‟s billing methods in terms of monthly volumes or cost-per-page?
What types of SLAs are available? Are service levels matched to your needs (hours of service, problem
resolution times, end-user productivity)? How does the provider handle service events in a multivendor
environment? How is problem resolution handled? Is a pre-emptive service approach used to reduce
response times and solve device problems? Is onsite or off-site support available?
What are the geographical delivery capabilities? Does the MPS provider have a global footprint –
national and international – that matches your business? What resources are available on a global or local
level?
What communication approach is taken? Does the provider conduct regular meetings with you? Does it
establish a clear matrix of roles and responsibilities within your organisation and the MPS provider? What
change management methodologies and processes are used?
Does the provider articulate a green strategy? What solutions do they offer to help you enhance your
environmental credentials such as reducing power usage and paper wastage?

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About the sponsors

Canon Europe is a subsidiary of Canon Inc. of Japan, a world-leading innovator and provider of
imaging and information technology solutions for individuals and businesses. The main business
focus for Canon Europe is in two clearly defined markets: Business Solutions (developing IT
products, solutions and services for the office and professional print environments) and Consumer
Imaging (photo, video, Bubble Jet printers, scanners, fax machines and multifunction devices).
Canon Europe also provides Industrial Products including broadcast lenses, semiconductor and
medical equipment.

Canon Europe employs in the region of 11,000 people across 19 countries. Further information
about Canon Europe is available at: www.canon-europe.com

Fujitsu Siemens Computers is the leading European IT Infrastructure Provider with a strategic focus
on next-generation Mobility and Dynamic Data Center products, services and solutions. With a
platform and services portfolio of exceptional depth, our offering extends from notebooks through
desktops to enterprise-class IT infrastructure solutions and services offerings. Fujitsu Siemens
Computers has a presence in all key markets across Europe, the Middle East and Africa, with
Infrastructure Services extending coverage approximately 170 countries worldwide. Leveraging the
strengths, innovation and global reach of our joint shareholders, Fujitsu Limited and Siemens AG,
we make sure we meet the needs of customers: large corporations, small and medium enterprises
and private users. The company is a pioneer in providing environmentally conscious technology and
processes, throughout the lifecycle of each product, and is a member of the Climate Savers
Computing Initiative and Green Grid organizations. To meet stringent international standards for
corporate social responsibility, Fujitsu Siemens Computers is a member of the United Nations
Global Compact.

For more information on Fujitsu Siemens Computers, please visit: www.fujitsu-siemens.com, for
Corporate Social Responsibility please see www.fujitsu-siemens.com/aboutus/sor/index.html.

HP focuses on simplifying technology experiences for all of its customers – from individual
consumers to the largest businesses. With a portfolio that spans printing, personal computing,
software, services and IT infrastructure, HP is among the world‟s largest IT companies, with revenue
totalling $110.4 billion for the four fiscal quarters ended April 30, 2008. More information about HP
(NYSE: HPQ) is available at http://www.hp.com.

Konica Minolta Business Solutions Europe GmbH is a leading provider of image information
products with subsidiaries and distributors in more than 50 countries in the EMEA region. The
company places major emphasis on the document management and solution business in the office
and production environment, especially in the field of colour output as well as related supplies.
Konica Minolta Business Solutions Europe is a subsidiary of Konica Minolta Business Technologies,
Inc., headquartered in Tokyo, Japan. With a total workforce of 21,000 employees worldwide, Konica
Minolta Business Technologies gained net sales of over 4.4 billion Euros in fiscal 2006/2007.
Building on its strong core of optical technologies developed over many years as a printer and
camera manufacturer, Konica Minolta
Business Technologies aims to be a corporation offering products and services that are essential to
all areas of digital imaging. www.konicaminolta.eu

Ricoh designs, develops and manufactures a complete range of print and document management,
hardware, software and services which are tailored to meet individual customer needs. Its devices
print, copy, scan and fax documents as an integrated part of the IT network and enterprise content
management system. Software is used to audit usage, manage document flows, simplify business
processes, control print expenditure and secure access. The company takes an innovative approach
to research and development, having invented the first digital black & white copier and introducing
the colour-capable device.

Ricoh UK‟s environmental credentials are second to none. It operates a zero-waste policy at all of its
manufacturing plants and maintains carbon-neutral status at its headquarters in Feltham, Middlesex.
It operates a dedicated „Green Centre‟, where old machines are re-commissioned and recycled in
line with WEEE Directive guidelines, and has been accredited with ISO14001 for environmental
management.

Xerox Corporation (NYSE:XRX) is the world's leading document management technology and
services enterprise. A $17 billion company, Xerox provides the document industry's broadest
portfolio of offerings. Digital systems include color and black-and-white printing and publishing
systems, digital presses and "book factories," multifunction devices, laser and solid ink network
printers, copiers and fax machines. Xerox's services expertise is unmatched and includes helping
businesses develop online document archives, analyzing how employees can most efficiently share
documents and knowledge in the office, operating in-house print shops or mailrooms, and building
Web-based processes for personalizing direct mail, invoices, brochures and more. Xerox also offers
associated software, support and supplies such as toner, paper and ink.

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About Quocirca
Quocirca is a primary research and analysis company specialising in the business impact of information technology
and communications (ITC). With worldwide, native language reach, Quocirca provides in-depth insights into the views
of buyers and influencers in large, mid-sized and small organisations. Its analyst team is made up of real-world
practitioners with first-hand experience of ITC delivery, who continuously research and track the industry in the
following key areas:

Business process evolution and enablement

Enterprise solutions and integration
Business intelligence and reporting
Communications, collaboration and mobility
Infrastructure and IT systems management
Systems security and end-point management
Utility computing and delivery of IT as a service
IT delivery channels and practices
IT investment activity, behaviour and planning
Public sector technology adoption and issues
Integrated print management

Through researching perceptions, Quocirca uncovers the real hurdles to technology adoption – the personal and
political aspects of an organisation‟s environment and the pressures of the need for demonstrable business value in
any implementation. This capability to uncover and report back on the end-user perceptions in the market enables
Quocirca to advise on the realities of technology adoption, not the promises.

Quocirca research is always pragmatic, business-orientated and conducted in the context of the bigger picture. ITC
has the ability to transform businesses and the processes that drive them, but often fails to do so. Quocirca‟s mission
is to help organisations improve their success rate in process enablement through better levels of understanding and
the adoption of the correct technologies at the correct time.

Quocirca has a proactive primary research programme, regularly surveying users, purchasers and resellers of ITC
products and services on emerging, evolving and maturing technologies. Over time, Quocirca has built a picture of
long-term investment trends, providing invaluable information for the whole of the ITC community.
Quocirca works with global and local providers of ITC products and services to help them deliver on the promise that
ITC holds for business. Quocirca‟s clients include Oracle, Microsoft, IBM, Dell, T-Mobile, Vodafone, EMC, Symantec
and Cisco, along with other large and medium-sized vendors, service-providers and more specialist firms.

Sponsorship of specific studies by such organisations allows much of Quocirca‟s research to be placed into the public
domain at no cost. Quocirca‟s reach is great – through a network of media partners, Quocirca publishes its research
to a possible audience measured in the millions.

Quocirca‟s independent culture and the real-world experience of Quocirca‟s analysts ensure that our research and
analysis is always objective, accurate, actionable and challenging.

Quocirca reports are freely available to everyone and may be requested via www.quocirca.com.

Contact:
Quocirca Ltd
Mountbatten House
Fairacres
Windsor
Berkshire
SL4 4LE
United Kingdom
Tel +44 1753 754 838

© 2008 Quocirca Ltd www.quocirca.com June 2008