Quocirca's research reveals that almost half of enterprises plan to expand their use of managed print services (MPS). MPS has emerged as a proven approach to reducing operational costs and improving the efficiency and reliability of a business's print infrastructure at a time when in-house resources are increasingly stretched.
Typically, the main reasons organisations turn to MPS are cost reduction, predictability of expenses and service reliability. However they may also benefit from implementation of solutions such as document workflow, mobility and business process automation, to boost collaboration and productivity among their workforce. MPS providers can also offer businesses added value through transformation initiatives that support revenue and profit growth. MPS providers include printer/copier manufacturers, systems integrators and managed IT service providers. As MPS evolves and companies increase their dependence on it, whatever a provider's background, it's important that they can demonstrate their credibility across a range of capabilities. The following are key criteria to consider when selecting an MPS provider:
- Strong focus on improving customer performance - In addition to helping customers improve the efficiency of their print infrastructure, leading MPS providers can help them drive transformation and increase employee productivity as well as supporting revenue growth. An MPS provider should understand the customer's business and be able to advise them on solutions that can be implemented to improve business performance, extend capabilities and reach new markets.
- A broad portfolio of managed services - Many organisations may be using a variety of providers for their print and IT services. However managing multiple service providers can also be costly and complex. For maximum efficiency, look for a provider with a comprehensive suite of services which cover office and production printing, IT services and business process automation. As businesses look more to 'as-a-service' options for software implementation,consider MPS providers with strong expertise across both on-premise and cloud delivery models.
- Consistent global service delivery with local support - Global delivery capabilities offer many advantages, including rapid implementation in new locations and the ability to effectively manage engagements across multiple countries. However it's also important that a provider has local resources with knowledge of the relevant regulatory and legal requirements. Check whether an MPS provider uses standard delivery processes across all locations and how multi-location teams are organised and collaborate.
- Proactive continuous improvement - An MPS provider must go beyond a break/fix model to offer proactive and pre-emptive support and maintenance. As well as simple device monitoring they should offer advanced analytics that can drive proactive support and provide visibility into areas for on-going improvement.
- Strong multivendor support - Most print infrastructures are heterogeneous environments comprising hardware and software from a variety of vendors, so MPS providers should have proven experience of working in multivendor environments. A true vendor-agnostic MPS provider should play the role of trusted technology advisor, helping an organisation select the technologies that best support their business needs. Independent MPS providers should also have partnerships with a range of leading vendors, giving them visibility of product roadmaps and emerging technologies.
- Flexibility - Businesses will always want to engage with MPS in a variety of different ways. Some may want to standardise on a single vendor's equipment and software, while others may prefer multivendor environments. Some may want a provider to take full control of their print infrastructure while others may only want to hand over certain elements. And some may want to mix new technology with existing systems so they can continue to leverage past investments. Leading MPS providers offer flexible services that are able to accommodate such specific requirements. Flexible procurement and financial options are also key, with pricing models designed to allow for changing needs.
- Accountability - Organisations are facing increased accountability demands from shareholders, regulators and other stakeholders. In turn, they are demanding greater accountability from their MPS providers. A key differentiator for leading MPS providers is ensuring strong governance of MPS contracts, and acting as a trusted, accountable advisor, making recommendations on the organisation's technology roadmap. MPS providers must be willing to meet performance guarantees through contractual SLAs, with financial penalties for underperformance. They should also understand the controls needed to meet increasingly complex regulatory requirements.
- Full service transparency - Consistent service delivery is built on consistent processes that employ a repeatable methodology. Look for access to secure, web-based service portals with dashboards that provide real-time service visibility and flexible reporting capabilities.
- Alignment with standards - An MPS provider should employ industry best practices, in particular aligning with the ITIL approach to IT service management. ITIL best practices encompass problem, incident, event, change, configuration, inventory, capacity and performance management as well as reporting.
- Innovation - Leading MPS providers demonstrate innovation. This may include implementing emerging technologies and new best practices and continually working to improve service delivery and reduce costs. Choose a partner with a proven track record of innovation. Do they have dedicated research centres or partnerships with leading technology players and research institutions? You should also consider how a prospective MPS provider can contribute to your own company's innovation and business transformation strategy. Bear in mind that innovation within any outsourcing contract may come at a premium - this is where gain-sharing models may be used.
Ultimately, businesses are looking for more than reliability and cost reduction from their MPS provider. Today they also want access to technologies that can increase productivity and collaboration and give them a competitive advantage as well as help with business transformation. By ensuring a provider demonstrates the key characteristics above before committing, organisations can make an informed choice and maximise the chances of a successful engagement. Read Quocirca's Managed Print Services Landscape, 2014