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2008 MPS Market Report


Description: This is the definitive report addressing the Managed Print Services (MPS Market). The report provides a complete assessment of the market including trends, size, key competitors, competitor profiles, MPS enablers, MPS channels, and MPS decision maker trends.

How hard can it be to define managed print services? Interestingly, the term has evolved over the years in the printing and imaging industry, and it means different things to different people. This is due mainly to the continued convergence of technology, particularly digital and analog technologies. In past years, the copier model was a ‘labor-intensive’ support model, copiers were not on the network, and the financial arrangements were managed on a cost per page arrangement. In those days, copier services were managed by the facilities departments and management of the fleet was mainly done as an overseeing of a contract.

Digital printers were invented in the ‘70s and were eventually connected to the networks. IT departments were able to manage the fleets by remote management tools like Xerox CentreWare or HP’s Jetadmin (now called HP Web Jetadmin). From an IT perspective, “managing the fleet” had to do with tools to install and manage the drivers, configuring the printers, IP addresses, etc.

By the early ‘90s most companies had developed printing, fax, and copy (collectively called hardcopy) environments that were highly fragmented with multiple decision makers for different hardcopy devices, a widely distributed printer environment with some purchasing even taking place at the individual or department level, spiraling printing costs with the total cost of hardcopy often exceeding 3% of a company’s total revenues, and a lack of software and management tools to bring the fleets and hardcopy costs under control. At the same time, a few firms were finding ways to improve basic business processes by implementing streamlined document workflows, which leveraged new Multifunction Printer (MFP) technology. It was at this time that hardcopy vendors began selling the concept of Managed Print Services (MPS) to their largest enterprise customers.

Now we have ‘evolved’ to 2008 where there are a myriad of MPS offerings and services. The question now becomes what is meant when someone says MPS. The Photizo Group defines MPS as ‘outsourcing’ the hard and / or softcopy document management functions.
The key market dynamics have come together to help create the need for managed print services. The key dynamics are:

- Adoption of MFP technology – MFP’s have become ubiquitous in corporate America by bridging the gap between copier and printer technology. In addition, MPS-based products have become the on/off ramp enabler for new workflow applications which are the foundation of many potential business process optimization efforts.
- Changing customers – Decision-making is being consolidated into a single organization, either IT or Facilities / Purchasing.
- Shifting channels – IT and copier dealers are competing for the same customers and the result is declining margins. It is no longer feasible to be a ‘box pusher’ any longer, and as a result firms see offering MPS programs as a way to improve profitability and to capture market share. Customers now have a wide variety of options for implementing MPS programs, including utilizing local or national dealers or by utilizing a hardcopy vendors' direct MPS program.

The new purchasing dynamic has moved from a place of one company with multiple decision makers and multiple fleets toward the direction of one company with one decision maker and one fleet, whether it is IT or Purchasing. This dynamic is fundamentally reshaping the market for hardcopy devices.


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 20
Differences in Customers Based Upon The Department They Work In (IT versus Non-IT) 21
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 26
Historical Perspective 26
Software Enablers 27
Network Management Software 27
Embedded Device Software 27
Document Management / Workflow 29
MPS Infrastructure Providers 29
FMAudit 29
PrintAudit 30
PrintFleet 30
SoftwareShelf 31
Carbon Six / Supplies Network 31
MPS Infrastructure Providers Comparisons Tables 32
MPS Assessment Providers 34
Print Operations Group 34
Challenges and Opportunities for Independent Assessment Firms 36

Competitive Environment 37
Competitive Environment Overview 37
Summary of Vendor Challenges 38
Market Share 38
Brand Awareness 39
Strategies to Deploy MPS 40
Competitive Summary for Services 40

Hewlett Packard Profile 42
HP’s Managed Print Service Strategy 42
Three Pillar Framework 42
HP’s MPS Marketing Messages 43
HP’s Service Partners 44
MPS Offerings 45
HP Assessment Services 46
HP Pay Per Use 46
Sales and Distribution Strategy 47
Sales Strategy 47
Channel Partners 47
HP PartnerOne Program 48
Key Executives 49
Strengths and Weaknesses 49

Xerox MPS Profile 50
Xerox Managed Print Service Strategy 50
Xerox Marketing Messages 50
MPS Offerings 51
Xerox Office Services 51
Sales and Distribution Strategy 53
Sales Force 53
Channel Strategy and Programs 53
Additional Tools 58
Key Executives 58
Xerox Global Services 58
Strengths and Weaknesses 59

Lexmark MPS Profile 60
Lexmark Managed Print Service Strategy 60
MPS Offering 60
Distributed Fleet Management 60
Sales and Distribution Strategy 61
Channel Partners 61
Key Executives 63
Strengths and Weaknesses 64

Ricoh MPS Competitive Profile 65
Ricoh Managed Print Service Strategy 65
MPS Offerings 66
MPS Sales and Distribution Strategy 66
Channel Program 66
Key Executives 67
Strengths and Weaknesses 67

Distribution and Resellers 68
Overview of Distribution Channels 68
Distributors 69
Ingram Micro 69
Tech data 70
Synnex 70
National Resellers and Solution Providers 70
IKON 70
Pitney Bowes 71
Global Imaging Systems 71
Local and Regional Resellers 71
BTA Resellers 71
IT VARS / Integrators 71
The Hybrid Reseller 71

Recommendations 73
MPS Hardware Vendors 73
Collaborative Market View 73
Ability to Meet Stage 3 Requirements 73
Flexible Implementation Structures 74
Dealers and Resellers 74
Infrastructure Capability 75
Management Commitment 75
Consultative Sales Capability 76
MPS Decision Makers 76
Choosing the Right Partner 76
Setting Appropriate Expectations 77
Being Informed 77
Manage Cultural Change and Resistance 77

Summary 78
Report Analytical Team Bios 79
Ed Crowley – Sr. Partner, Photizo Group 79
Mike Huster – Partner, Photizo Group 79
Jim Lyons – Sr. Consultant, Photizo Group 79

Photizo Group Background 80
Services 80
Additional Reports 81

Definitions and Resources 82
Definitions 82
Resources 82

List of Figures
Table 1 - KEY MPS Vendor Strategies 11
Table 2 - Channel Characteristics 12
Table 3 – Examples of Enabling Software and Infrastructure Providers 13
Table 4 - Infrastructure Provider Roles 14
Table 5 - MPS Engagements by Industry 20
Table 6 - MPS Engagements by Company Size 20
Table 7 - Awareness Levels, IT vs. NON-IT 21
Table 8 - Device Manufacturer Software Platforms 27
Table 9 - Example Canon MEAP Applications 28
Table 10 - Infrastructure Companies Profile 32
Table 11a - Infrastructure Provider Comparison 33
Table 12 - MPS Market Share 38
Table 13 - Brand Strength Index Definiton 39
Table 14 - Brand Strength Comparisons 40
Table 15 - Competitive Summary 41

List of Tables
Table 1 - KEY MPS Vendor Strategies 11
Table 2 - Channel Characteristics 12
Table 3 – Examples of Enabling Software and Infrastructure Providers 13
Table 4 - Infrastructure Provider Roles 14
Table 5 - MPS Engagements by Industry 20
Table 6 - MPS Engagements by Company Size 20
Table 7 - Awareness Levels, IT vs. NON-IT 21
Table 8 - Device Manufacturer Software Platforms 27
Table 9 - Example Canon MEAP Applications 28
Table 10 - Infrastructure Companies Profile 32
Table 11a - Infrastructure Provider Comparison 33
Table 12 - MPS Market Share 38
Table 13 - Brand Strength Index Definiton 39
Table 14 - Brand Strength Comparisons 40
Table 15 - Competitive Summary 41


Summary: This 80 page report is the most comprehensive report on the MPS Market available today. The report covers all aspects of the market including market trends, growth rates, competitive profiles, channel profiles, infrastructure providers, and recommendations for MPS vendors, MPS dealers, and MPS decision makers in end user organizations

Who is the 2008 MPS Report written for?

- Vendors of MPS Products and Services who need to understand key MPS Market Trends
- Dealers and Distributors who need a comprehensive view of the competitive market and key customer trends
- Decision Makers in corporations who have, or will be implementing MPS Programs and who need to understand vendor strategies and program offerings

What is in the Report?

This is the most comprehensive report providing the most comprehensive view of the market outcome today. Key topics covered include:
- Market trends including vendor market share and market growth rates.
- MPS Decision Maker trends. Why are they implementing MPS and what do MPS installations look like?
- MPS Infrastructure (software and service) Providers. Who are they, how do their programs compare?
- The Distribution Channel – What are they key trends? How do dealers vary by channel?

Where does the report cover?

- The report covers both North American and Western Europe.

Why should I buy this report?

- This is the only report covering the MPS Market from all aspects, the market including trends, market size, and shares and the ‘ecosystem’ including manufacturers, dealers, and infrastructure providers.
- Whether you are defining your MPS strategy, or crafting a tactical MPS program, you need relevant market information to ensure your approach will reach the right audience with the right message.


Companies Mentioned - Lexmark - HP - Ricoh - Xerox - Print Fleet - Print Audit - Software Shelf - Print Operations Group - IKON


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