Contents:

Introduction 1 Sources Used in Developing this Report 1 Executive Summary 2 Market Dynamics 2 MPS Market 3 MPS Enablers 3 Competitive Environment 3 Distribution and Resellers 4 Recommendations 4 MPS Vendors 4 Resellers and Dealers 4 MPS Decision Makers 4 The Managed Print Services Market 5 What is Managed Print Services? 5 A Historical Perspective – From ‘Niche’ to Mainstream 7 Why is Managed Print Services (MPS) an important topic? 7 MPS Stakeholders 8 Company Decision Makers for Hardcopy Devices 9 Hardcopy Device Manufacturers 10 IT Resellers, Supplies Resellers, and Dealers 11 Enabling Software and Infrastructure Providers 13 Key Market Growth Drivers 15 North America and Western Europe Market Size and Forecast 17 Key Growth Drivers 18 Technology Segments 19 Who Are MPS Customers? 20 General Demographics 21 Differences in Customers Based Upon The Department They Work In (IT versus Non-IT) 22 Differences in Customers Based Upon Phases of MPS Adoption 22 MPS Agreements 24 MPS Implementations and Cultural Change – A Word of Caution 25 MPS Enablers 27 Historical Perspective 27 Software Enablers 28 Network Management Software 28 Embedded Device Software 28 Document Management / Workflow 30 MPS Infrastructure Providers 30 FMAudit 30 PrintAudit 31 PrintFleet 31 SoftwareShelf 32 Carbon Six / Supplies Network 32 MPS Infrastructure Providers Comparisons Tables 33 Table 11 - Infrastructure Provider Comparison 34 MPS Assessment Providers 35 Print Operations Group 35 Challenges and Opportunities for Independent Assessment Firms 37 Distribution and Resellers 38 Overview of Distribution Channels 38 Distributors 39 Ingram Micro 39 Tech data 40 Synnex 40 National Resellers and Solution Providers 40 IKON 40 Pitney Bowes 41 Global Imaging Systems 41 Local and Regional Resellers 41 BTA Resellers 41 IT VARS / Integrators 41 The Hybrid Reseller 41 Recommendations 43 MPS Hardware Vendors 43 Collaborative Market View 43 Ability to Meet Stage 3 Requirements 43 Flexible Implementation Structures 44 Dealers and Resellers 44 Infrastructure Capability 45 Management Commitment 45 Consultative Sales Capability 46 MPS Decision Makers 46 Choosing the Right Partner 46 Setting Appropriate Expectations 47 Being Informed 47 Manage Cultural Change and Resistance 47 Summary 48 Report Analytical Team Bios 49 Ed Crowley – Sr. Partner, Photizo Group 49 Mike Huster – Partner, Photizo Group 49 Jim Lyons – Sr. Consultant, Photizo Group 49 Photizo Group Background 50 Services 50 Additional Reports 51 Definitions and Resources 52 Definitions 52 Resources 52 List of Figures Figure 1 –Managed Print Services Definational Map 5 Figure 2 – MPS Share of Hardcopy Market 8 Figure 3 – Department Making MPS decision 10 Figure 4 – North American And Western European Market Size 17 Figure 5 – Devices under MPS Contract 18 Figure 6 – Revenue by Category 19 Figure 7 - MPS Evolution Diagram 23 Figure 8 – Services Included in the MPS Contract 24 Figure 9 – MPS Assesment providers vs. current MPS vendor 25 Figure 10 - Milestones in Networking 27 Figure 11 – ‘Traditional’ MPS Channels 38 Figure 12 - Emerging Channels 39 List of Tables Table 1 - KEY MPS Vendor Strategies 11 Table 2 - Channel Characteristics 12 Table 3 – Examples of Enabling Software and Infrastructure Providers 14 Table 4 - Infrastructure Provider Roles 15 Table 5 - MPS Engagements by Industry 20 Table 6 - MPS Engagements by Company Size 21 Table 7 - Awareness Levels, IT vs. NON-IT 22 Table 8 - Device Manufacturer Software Platforms 28 Table 9 - Example Canon MEAP Applications 29 Table 10 - Infrastructure Companies Profile 33 Table 11 - Infrastructure Provider Comparison 34

Companies Mentioned

- Print Audit - Print Fleet - FM Audit - Lexmark - Xerox - Hewlett Packard - Canon - Pitney Bowes - Ricoh