Should companies opt for managed print services?

HP Dhalgren : "One of our big bank customers defines MPS as bringing, 'order to chaos.'"

Managed print services (MPS) challenge the conventional ways in which firms purchase and lease printers, all-in-one multifunction devices, scanners and copiers.

MPS involves outsourcing not only hardware, software and supplies, but also the servicing and support.

Computing talked to the head of HP’s managed print services division about the size of the market and how firms can reduce the use of paper.

Computing: What is managed print services?

Bruce Dahlgren: Bringing order to chaos. There's a huge infrastructure that's built up inside the office environment composed of printers, copiers, scanners and fax machines. Firms have no real single view as to its cost and how much [physically] of it there is.

How do HP approach an MPS deployment?

We begin with optimising a firm's infrastructure. This means, taking printer, copier, fax, scanner and moving it into a single unit – a multifunction print device (MFP). This takes cost down by reducing the number of assets.

Next is the phase we call 'manage environment' - we then manage the devices available using network tools to, for example, improve the device utilisation.

Once the environment is under control, you can start using the MFP as a productivity tool.

You can take paper-based processes embedded in the business and streamline it by taking steps out. That could mean something as simple as scanning a document and emailing it straight out.

Are your MPS deployments enterprise-wide?

We have 2,500 MPS customers worldwide, but only a third roll this out through all parts of their business.

It's typically directed from the board or CEO through an environmental initiative or cost saving initiative. So in most cases, it's a departmental or branch deployment.

How easy is it for you to manage other people's printers?

Over the last 3-4 years we've become better at going into a 'manage-as-is' environment.

When you go into an office there'll be different lease terms for other people's equipment. We'll take over the terms for the non-HP devices and manage that for them.

We have that captive management capability in HP, but we'll also bring in third parties when we need to.

But it's the copiers that are more difficult to manage than the printers. Printer supplies are easier to get hold of. It's the more labour intensive copier model that's get built as a service model for copiers, and it's harder to get those copier skills.

What software do HP use to manage firm's printing infrastructure?
We came out WebJetAdmin management tool, which gets installed on print servers, and it became an industry standard.

In a few weeks we'll be announcing new network management tools. This will be one of our largest endeavours – to build out these tools so that I can manage my printing estate remotely.