A print infrastructure that guarantees efficiency, productivity and cost savings.

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MAnAged Print ServiceS

A Canon Managed Print Service genuinely manages your print environment to deliver significant guaranteed savings.

“ Canon delivered a managed print strategy that generated ROI in a short time span, reducing print-related costs by over 60%.” Horst Schlüchter Head of Application-Management & Infrastructure for R&V Versicherung, Germany.

Real value with MPS

Document production is typically one of the biggest expenses for an organisation, costing up to 3% of revenue. Yet many organisations don’t have the time, staff or expertise to effectively monitor or manage their print environment. With Managed Print Services, you can outsource the management of your document output and associated business processes.

Analysts suggest that savings could be up to 30% though in many cases our customers find that the actual savings from an effectively designed and implemented MPS can be as high as 50% to 60%.

Imaging is our core business

At Canon, imaging is our core business. We combine the right people, the right technology and the right processes to deliver the services that allow you to operate with an efficient, flexible and cost effective printing environment. What’s more, the service we deliver for your organisation can reduce costs and improve productivity now and over the long term – even as you grow and your needs change.

Print is our passion. We work with all our customers to deliver Managed Print Services (MPS) that offer outstanding value, excellent control and continual improvement.

The difference Canon makes.

For Canon, MPS is a service-led approach to outsourcing the active management and continual optimisation of the document output fleet and related business processes.

“ The Council is well on its way to meeting its target of a £95,000 reduction in the annual print bill. There has been a significant rationalisation in the number of printers. As a result, the spend on ink cartridges has been slashed by 66% exceeding the 50% target.” East Lothian Council, Scotland.

“ Users have access to a highly available and secure print solution which has increased our productivity and security and reduced print costs. In fact, we have halved our print costs and are now saving over €1 million every year.” Fraport AG, Germany.

1 itiL® & Prince2® are a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

5 phases to a new level of efficiency.

Canon Managed Print Services are delivered within a structured 5 phase cycle, using ITIL®1 service delivery and PRINCE2® project management methodologies. Engagement throughout every phase of the cycle includes all the appropriate decision-makers, this ensures the managed print service is functionally, as well as commercially, sound and technically appropriate.

With our flexible MPS solution you can outsource print management, ensuring that your organisation will benefit from the highest level of service delivery, world-class technology and lasting business value.

4 SUPPORT & MANAGEOur Client Service Manager will ensure

your print fleet and document workflows maintain optimum performance over the

long term, placing the highest importance on achieving agreed KPIs and SLAs.

Canon MPS is based on IT Infrastructure Library (ITIL) methodology that delivers value over five distinct but inter-dependent phases:

1 DISCOVER Canon will conduct an MPS Audit to

understand your requirements. The audit process will assess your current print

fleet, print behaviour, capturing project requirements and determining a total cost

of ownership for the current state.

2 deSignCanon’s experienced consultants will use your MPS Audit results to design a print and document solution that meets and evolves with your changing needs. We’ll work with you to define the business case, propose the service solution and clearly state the guaranteed savings.

3 TRANSITION & IMPLEMENTOur team will implement a program to ensure a seamless transition to your new managed solution, using a defined methodology, training and communications to support both your organisation and end-users.

5 REVIEWCanon MPS will use captured

service and performance information to deliver continual improvements, supporting your

evolving organisational needs.

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The Discover phase of Canon Managed Print Services provides the vital baseline from which to launch a new print and document management strategy.

First we carry out an MPS AuditUsing a powerful combination of specialist software and professional expertise, we’ll undertake a detailed assessment of your print and document environment, identifying how your organisation manages its print and document workflows today and how you might need it to change in the future. Canon has several options to choose from, depending on your organisational needs, the level of analysis you require and the detail required to design the appropriate solution.

Discover.

A snapshot of your printing environment.

A Basic Discovery Assessment provides visibility into the machines you have, your usage levels and costs without installing any software onto your network. Once completed, we will give you an indicative cost of print to your organisation – regardless of whether you own, lease or rent your existing devices. Then we can talk about improving your print devices and procedures.

A deep insight into your print environment and document usage.

A Discovery Audit & Assessment provides a detailed insight into your print and document workflows. This audit and assessment option provides you with complete and transparent view of your document output infrastructure along with an indicative proposal based on initial findings that may include: right sizing of your device fleet, a balanced deployment plan and recommendations regarding document output management solutions to improve availability, simplify workflow processes and reduce total cost of ownership.

This audit option provides a complete and transparent view of your entire printing infrastructure and how it is used on a daily basis. With a diagrammatic floor plan to show device locations and a full cost assessment, it provides the platform for recommendations on lasting cost savings and productivity enhancements.

Basic Discovery Assessment A Discovery Audit & Assessment

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Discover

Analyse the IT environment, security policies, helpdesk systems, procedures and processes (such as incidents and changes) and understand the Customer’s printing behaviour, environment, constraints and opportunities.

Design.

Canon will use data from the Discover phase of MPS to design a solution that will optimise the way your organisations operates.

Design

Document and test the proposed technology within your IT environment, confirm the security compliance of the solution, integrate procedures within helpdesk systems, define the business case, propose the service solution and state the guaranteed savings.

The solution we recommend will incorporate the most appropriate hardware, software and services to deliver measurable benefits over the long term. Importantly, it will be planned to suit your operational needs and desired pace of change.

Depending on your organisational needs your MPS design can:

• Ensure a consistent user experience with the same user interface across all devices, so minimal training and support are required

• Provide sophisticated functions that make working life easier, such as scan direct to email, PDF or into existing systems

• Deliver a universal printer driver, which means users can use any device without having to install individual drivers for each device

• Allow My Print Anywhere, meaning users can pick up their pages when and where they want, without worrying that someone else will collect them by mistake

• Draw on our range of world-class printing and imaging devices and a strong suite of software products to optimise your organisations print management

• Define clear policies and governance to determine device types, availability and capacity; as well as ensuring that the right people can output to the right resource, at the right cost

• Extend to the support for and management of 3rd party devices within your existing fleet, proving a single point of contact for print related services by managing consumables and maintenance arrangements on your behalf. In this case we will work with you to remove excess costs by consolidating your print fleet over an agreed timeframe

Canon will discuss and design the contract SLAs with you prior to commencing implementation, to ensure expectations are clear and that we can measure your solution’s success against defined objectives.

Project Management

Our project management service ensures the deployment of the MPS solution in accordance with agreed parameters, such as time, quality and cost control, to ensure a smooth transition. Using assigned Project Managers and/or management teams, we co-ordinate all deliverables in order to minimise disruption to your organisation and to maximise the speed, ease and simplicity with which the new solution is adopted. This will include key milestones and User Acceptance Testing (UAT).

Canon Solutions, Business and Service Design Consultants will work with your team to create a service architecture design to deliver the optimum print environment to support your objectives.

“ We had a rough idea of where we wanted to go, but we didn’t know exactly how to get there. So Canon’s experience of implementing a range of different solutions for other clients really helped us arrive at the right solution.” Julie Caughey Finance Manager, East Lothian Council.

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Program Management Communication & Education

While implementing a new printing and workflow system can be unsettling, a proactive approach to engage staff, create understanding and build loyalty can minimise the impact.

The Canon MPS team will work closely with people in your organisation who could be sensitive to change. Face-to-face communications as well as intranet and email promotions can be used to convey and develop understanding.

Only through effective and consistent communication of the change itself; of the requirements and benefits of that change; and the impact on the end user, can resistance to change be removed and future state achieved.

End User Training

When it comes to getting the most from your MPS solution, end user training is critical. Canon’s comprehensive training program will be tailored to meet your organisational and end user needs.

Training can be conducted via a variety of methods, including classroom-based courses on or off-site, as well as one-on-one or small group programs.

During the training program your staff will learn:

• How new devices work, highlighting features/functions to maximise productivity

• How to manage workflows and usage as a result of new software applications

• Who to contact at Canon for ongoing printing needs

Hardware, Software & Services Implementation

Following the Discover phase, all activities will be designed and scheduled to minimise disruption to your organisation.

New devices and software will be installed and existing devices redeployed and/or removed, in line with an agreed schedule, to ensure a smooth transition from the legacy environment to the future state.

Transition & Implement.

We project manage the implementation of your new solution to ensure a seamless transition, all the time working to minimise the impact on operational activities and end-users. We ensure that every element is delivered in line with your on-going operational needs and key performance indicators.

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“ We were extremely impressed with Canon’s efficient handling of this challenging project, which clearly demonstrates its deep understanding of our business processes and existing IT structure.” Dr Roland Krieg Chief Information Officer, Fraport AG, Germany.

Transition & Implement

Deliver and integrate the technology within the IT environment, certify the execution of security compliance and technical training and deliver the services and manage the change (behaviour).

Fleet Management

In order to support our customers’ organisational objectives, we design and implement tailor-made print management solutions that address our customers’ needs − both now and for the future. Once implemented, these solutions require specialist and dedicated management in order to deliver on the financial and operational KPIs or SLAs agreed in the Contract or overall SLA.

A dedicated Canon Client Services Manager will take responsibility for every aspect of your MPS contract, ensuring agreed SLAs are met and your return on investment is maximised. Working with your team and ours, as well as external vendors where required, your Canon Client Services Manager will deliver successful change management and education, increase the uptake of new technology and work to improve employee productivity, reduce print-related costs and enhance asset availability across your organisation.

Configuration Management & Maintenance

This service ensures that a customer’s printing environment consistently operates at an optimum level. It also ensures that all policies in relation to print and the organisation are adhered to, including printing, procurement, security and end-user policies. The service also contributes to a smoother transition process in case of changes to the printer fleet environment – such as Installation, Moves, Adds or Changes (IMAC) or solutions upgrade installations. It also expedites the disaster recovery process if a critical failure occurs in the IT environment.

Service Desk

Your IT staff and end-users will have a single point of contact at Canon for all queries, incidents and problems. A range of options are available all of which will help free your internal IT resources to focus on their core business activity – and increase your fleet uptime.

Asset Management

We will pro-actively design, implement and manage your assets from the Discover phase through to Review. In doing so, we can track, financially manage, plan and efficiently implement the most appropriate devices and applications throughout the course of your contract.

MAC Services

Canon MPS MAC Services offer expert onsite services to Move, Add or Change your hardware and software as necessary. The required protocols, procedures, information exchanges, permissions and authorities to undertake these services will be agreed and fully documented within your service contract schedules and version controlled MPS Operations Manual.

Support & Manage

Maintain the end to end solution and keep the systems up to date, constantly monitor performance, maintain the services and manage the fleet. Constantly monitor and report performance.

Support & Manage.

As a Managed Print Service provider, Canon is focused on continually improving IT Service Management related processes. In doing so, we aim to help you avoid unnecessary expenses, control changes to your fleet resources and manage fleet expansion to reduce the impact on your organisation.

On-Site Print Care Support

Any print output solution has potential pain points for end users and IT support functions. Potential issues can revolve around paper jams, toner and staple replenishment, media availability, all of which can significantly impact on the end-user satisfaction levels. The Print Care Support Service undertakes the day-to-day tasks on behalf of the customer to address and prevent these issues.

The Print Care Support Service resource will be deployed in a site that has a large fleet and will focus their activities on ensuring that devices are prepared exactly to customer requirement. This ultimately benefits the customer in terms of maximising and improving the functionality and performance of their print solution and can be contracted as either full-time or part-time dependent on fleet needs.

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On-Site Support

On-site support enables a proactive, rapid, 1st and 2nd line response to print related incidents. This valuable option can be extended to provide pre-emptive training and support that will ensure end users can easily access the devices they need and maximise the functions available. A range of options are available depending on future state requirements.

Remote Monitoring

Canon can reduce your total cost of ownership by automating meter reading and consumables ordering. We can also monitor your printing devices and related software 24/7 to resolve potential issues before they impact your organisation – and in doing so, maximise your fleet uptime and user satisfaction.

Capacity Management Monitoring & Reporting

This service enables precise monitoring and reporting of the product fleet output (printing and scanning) to ensure maximum benefit to the customer in terms of usage and performance.

Management Information Reporting

Your Canon Client Services Manager will use Management Information Reporting and regular customer review meetings to recommend lasting improvements in operational efficiency, staff productivity and cost savings.

Canon’s expertly prepared quality-of-service analysis and service-compliance reports provide an update on all aspects of support performance, including call history, trends, performance metrics, contract changes/ updates, and more. Importantly, they enable your Canon Client Services Manager and Canon print and document specialists to proactively identify and address unusual trends and occurrences before they impact your organisation. And they give you ongoing visibility into the performance and overall effectiveness of your MPS. Canon’s Management Information Reports will be used in periodic management reviews.

Management Information Reporting covers the following areas of your MPS:

• Service Performance (SLAs)

• Device Utilisation

• Asset Management, including MAC

• Trends and CSI

Review Meetings

These ensure all key stakeholders openly review performance against objectives, discuss specific direction and action tasks. Your Canon Client Services Manager will coordinate and facilitate these Review Meetings.

Continual Service Improvement (CSI)

Canon Continual Service Improvement aligns our current and pipeline services with the current and future strategic needs of your organisation, the maturity of your IT processes and your environmental policies.

In doing so we forge a path towards a genuine, mutually beneficial partnership with your organisation that enables both parties to work towards increased productivity and reduced costs.

Review.

Review

Regularly propose actions to improve the performance of the infrastructure. Certify the functional and security compliance of any Configuration Item change in the Customer’s IT environment. Regularly propose actions to improve performance from both a commercial and operational point of view.

Unlike some managed service solutions, Canon Managed Print Services includes a Review phase to ensure the solution we deliver in the Transition & Implement phase is optimised over time to meet the evolving needs of your organisation.

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Canon Inc.canon.com

Canon Europecanon-europe.com

English Edition© Canon Europa N.V., 2011

Canon Europe Ltd3 The Square, Stockley Park Uxbridge, Middlesex UB11 1ET UK

Cost Management Security Productivity Usability

Device Efficiency

Document Efficiency Environment

DISCOVER

Basic Discovery Assessment

Discovery Audit & Assessment

DESIGN

Solution Design

Project Management

TRANSITION & IMPLEMENT

End User Training

Program Management Communication & Education

Implementation

SUPPORT & MANAGE

Fleet Management

Asset Management

MAC Services

Remote Monitoring

Service Desk

On-Site Support

On-Site Print Care Support

Configuration Management & Maintenance

Capacity Management Monitoring & Reporting

Problem Management

REVIEw

Continual Service Improvement

Management Information Reporting

Review Meetings

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Canon combines the optimal mix of services with the right hardware and software to deliver a print infrastructure that delivers continual value right across the duration your MPS contract.

Canon delivers an extensive portfolio of Professional services which may not be included in the above matrix. All services are subject to change.