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Managed Print ServicesTechnology & SolutionsShane A KenyonChief Platform Architect, Xerox Corporation

Agenda

• MPS Basics• Device Manageability• Technology of MPS• Assess, Design, Implement, Manage

• Innovation & Trends• ITO, Marketing Services, Mobile Print, Cloud Print

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MPS Basics

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MPS BasicsIn mature markets, print product placement and print volumes is relatively flat. Refresh instead of growth.

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2009 2010 2011 2012 2013 201460,000

65,000

70,000

75,000

80,000

85,000

90,000

U.S. Production Printing and Copying Market Forecast

New

Pla

cem

ents

Source: InfoTrends

2009 2010 2011 2012 2013 2014110,000

120,000

130,000

140,000

150,000

160,000

170,000

U.S. Production Printing and Copying Market Forecast

AM

PV

MPS BasicsTo succeed in this market, print providers need to adapt their total approach to their customers, including their sales methodology.

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The old way of selling print is harder than ever, but…

MPS is a new and better way to sell -

But how?

MPS BasicsHow does MPS help print providers maintain and grow market share?

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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.

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2012

1,41

2011

1,43

2010

1,45

2009

1,47

2008

1,50

2007

1,481,5

1,0

0,5

0,02014

1,39

2013

1,40

US Total Page Volume, trillion pages

Unmanaged VolumeManaged Volume

Forecast

Unmanaged 67%

~0.97 tr. pages

Managed 33%

~0.48 tr. pages

100%

Other

XeroxRicohLexmark

Canon

HP

0,97

29%

4%4%

14%

4%

44%

US Unmanaged pages by Equipment Brand, %

(1) Market Size provided by IDC(2) Shipments by Vendor provided by IDC(3) Managed volume assumptions co-developed with Xerox at device level

MPS BasicsThe opportunity to capture unmanaged volume is significant.

MPS BasicsIn these tough economic times, the demand for MPS in the marketplace is fueled by cost reduction and green concerns.

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Document Outsourcing Total

$45B3

Key Messages MPS Market $ 26B

• Industry analysts expect MPS to grow at 18% per year to $68B by 2014.1

• 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

Managed Print ServicesOffice, Production, Home & Mobile

Direct & Indirect$26B

1) Source: Photizo Group2) IDC’s U.S. Green IT Survey, April 2009 20073) Source: Xerox Market Size Analysis

MPS BasicsMPS exists along a continuum; advanced MPS offerings are more service oriented and consultative, and require different tools.

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Source: Photizo Group

Device ManageabilityDevice manageability is the key to MPS automation.

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From remote solve, to service delivery to billing –

automation is the key to healthy service margins.

It all starts at the device.

Standard-based implementation of SNMP and existing public MIBs is the first step…

Device ManageabilityOpen, consistent, standardized, accurate and simple to query MIB data makes devices manageable and help desk agents happy!

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• RFC1213 – MIB-II for TCP/IP• RFC2790 – Host Resources MIB• RFC3805 – Printer MIB v2

The next step is for the industry to establish a MPS MIB standard,

eliminating private MIBs.

MPS is to the print industry what open source is to the

software industry

Device ManageabilityThere is no such thing as a homogeneous fleet.

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Private MIBs don’t create customer lock-in, simply customer frustration -

MPS exposes this because providers share the pain with

the customer…

Like this guy…

Unmanageable devices will be “assessed out”; into the dustbin of

history

Device ManageabilityA few words about MPS compliance.

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MPS BasicsThe MPS Service Lifecycle engenders continuous improvement.

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Assess

Design

ImplementManage

Innovate

Assess

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Assess

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Discovery Mapping

TCOBusiness

Environment

Usage

WorkflowAnalysis

Assess

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Discovery Mapping

TCOBusinessEnvironment

Usage

WorkflowAnalysis

• Discovery and usage are tightly coupled automated data gathering activities.

• Using SNMP, the customer network is scanned for output devices. PCs may also be queried to “discover” locally connected devices.

• Tools may be stand-alone (USB key), cloud integrated, or part of the management toolset (XDA).

Assess

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Discovery

TCOBusinessEnvironment

Usage

WorkflowAnalysis

• Mapping is a largely manual task which involves obtaining the 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 ability to create departmental “zones” which group assets.

Mapping

Assess

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Discovery Mapping

TCOBusinessEnvironment

Usage

WorkflowAnalysis

• Financial, workflow and business environment data is collected manually, often as part of the 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.

AssessThe features below are common among MPS assess tools.

• Network discovery• Local discovery• Asset management• Floor plan mapping• Barcode scanning• Volume generation• Remote assessment• TCO data collection• Snapshot meter collection• Ongoing meter collection• User data collection• Workflow data collection

• Department configuration• Green calculator• Tablet ready• Device compliance• Integration

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• DocuAudit Express• FMAudit USB Key• HP Web Jetadmin• Lexmark Fleet Manager• Netaphor SiteAudit• NewfieldIT Asset DB

• Preo Printelligence• PrintAudit Rapid Assessment Key• PrintFleet Pro Key• Ricoh @Remote Enterprise• Xerox MPS Suite

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AssessThe vendors below offer tools for the MPS assess phase.

Design

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Design

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SecurityChange

Management

Configure,Price, Quote

Optimize

Sustainability

FutureState

Design

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Security ChangeManagement

Configure,Price, QuoteOptimize

Sustainability

FutureState

• 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 “green” is the lead story.

• A well designed change management strategy leads to increased adoption and realization of cost savings.

Design

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Security ChangeManagement

Configure,Price, QuoteOptimize

Sustainability

FutureState

• Optimization takes into account TCO, sustainability and security to arrive at one or more future state designs.

• 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.

DesignThe features below are common among MPS design tools.

• Asset management• Floor plan mapping• Volume generation• Proposal generation• TCO analysis• Green analysis• Service configuration• Supply chain configuration• Product catalog• Supply catalog• Scenario modeling• Change management planning

• Printing center design• Device based utilization• Usage modeling• Financial modeling• Lease configuration• Integration

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DesignThe vendors below offer tools for the MPS design phase.

• Cannon imageWARE• DocuAudit Consultant• FMAudit Enterprise• Netaphor SiteAudit Compact• NewfieldIT Asset DB• Pharos Blueprint Enterprise

• Preo Printelligence• PrintAudit Assessor• PrintFleet Enterprise• Ricoh @Remote Enterprise• Toshiba Encompass• Xerox MPS Suite

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Implement & Manage

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Implement & Manage

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DeviceManagement

Remote &Field Support

Reporting &Billing

Security &Governance

Help Desk

Resupply &Inventory

Implement & Manage

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DeviceManagement

Remote &Field Support

Reporting &Billing

Security &Governance

Help Desk

Resupply &Inventory

• Device management tools give real-time visibility and control of the printer fleet.

• Proactive alerts, meter collection and supply levels

Implement & Manage

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DeviceManagement

Remote &Field Support

Reporting &Billing

Security &Governance

Help Desk

Resupply &Inventory

• Help desk tools allow for proactive support and management of all aspects of the customer experience.

• Integrated entitlements, SLA, supply, parts and technical data.

Implement & Manage

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DeviceManagement

Remote &Field Support

Reporting &Billing

Security &Governance

Help Desk

Resupply &Inventory

• Remote support, diagnosis and solve capability from the service desk

• Escalate and monitor status and SLAs for technical services activities

• Dispatch, notification, location and schedule management for technical resources

Implement & Manage

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DeviceManagement

Remote &Field Support

Reporting &Billing

Security &Governance

Help Desk

Resupply &Inventory

• Security & governance are centrally managed and typically integrated with the help desk and device management tools.

Implement & Manage

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DeviceManagement

Remote &Field Support

Reporting &Billing

Security &Governance

Help Desk

• Resupply & inventory capabilities are typically found in ERP systems, but tightly integrated with the help desk.

Resupply &Inventory

Implement & Manage

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DeviceManagement

Remote &Field Support

Security &Governance

Help Desk

Resupply &Inventory

• Reporting & billing are heavily dependent on activity data provided by the MPS front office management tools.

Reporting &Billing

Integration Non-integrated workflows lack data parity leading to a lack of common understanding, resulting in a poor customer experience.

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Fleet Data

Customer Systems

Provider Systems

Supplier Systems

Integration

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Xerox MPS-APISOA API enabling developers to create

applications that integrate with the Xerox MPS platform including device

management tools.

MPS vendors are increasingly focused on ease of

integration -Here are a few solutions Xerox has come up with.

Xerox EIPExtensible Interface Platform for

Xerox devices. Allows you to customize the device interface and system options specifically for any vertical (i.e. healthcare,

legal, etc.)

Xerox FreeFlowProduction automation platform for

Xerox devices. Allows you to integrate your application seamlessly into the Automation Plarform based on the

workflow you have (i.e. photo optimization, Press automation with an MIS, real time job status and tracking,

etc.).

Centralized Print ServicesManagement of in-plant production print shops and mailrooms is a growing MPS segment.

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• 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.

Enterprise Content ManagementECM solutions are increasingly part of an integrated MPS engagement, especially at the enterprise level.

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• 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

Implement & ManageThe features below are common among MPS manage tools.

• Help desk• Asset management• Real-time monitoring• Remote alerting & solve• Supply ordering• Inventory management• Meter collection• MACD• User management• Usage accounting by user,

department, location• Print cost control & accounting• Department chargeback

• Print driver management• Secure print• Service plans and SLAs• Document storage management• Reporting & billing• Integration

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• Cannon imageWARE• Digital Gateway eAutomate• Nuance Equitrac • FMAudit Enterprise• Lexmark Fleet Manager• Netaphor SiteAudit• Pharos Blueprint Enterprise• PrintAudit 6

• PrintFleet Enterprise• Ricoh @Remote Enterprise• Toshiba e-Bridge FMS• Xerox MPS Suite

Implement & ManageThe vendors below offer tools for the MPS implement & manage phases.

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Innovation & Trends

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Communication & Marketing ServicesCombines 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

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ITO & MPS SynergyHybrid 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

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1) Source: Photizo Group

Mobile PrintThe mobile revolution is impacting how, where and what users print.

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Mobile Devices & Email to Send, Browse and Release

Documents for Print.

Mobile Applications to Login, Send, Browse and Release

Documents for Print.

Cloud PrintCloud printing means secure driverless printing from any device to any device no matter where you are.

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ClientNetwork

Content RepositoriesMS / EMC/ IBM / Google / Box.Net

Cloud Print

Smart Phones

Over the In

ternet

Over the In

ternet

Job Data

Process

Scan

Store

Print

Print

Convert

Access

View