Delivering business advantage: Guaranteed savings by optimising print in your IT environment

Transcription

1 Delivering business advantage: Guaranteed savings by optimising print in your IT environment

2 Contents Executive summary 3 A de-risked business document solution 4 Methodologies for exceptional project management 7 Managing costs with savings guaranteed 9 Maximum user satisfaction 11 Find out more 12

3 Executive summary Canon can provide services that deliver significant cost savings, efficiencies and strategic benefits across your organisation. For Managed Print Services (MPS), Canon is trusted by the most demanding customers, including major police forces and financial institutions. Organisations like these require: Rigorous risk management without any compromise to their stringent security requirements Exceptional project management to deliver project milestones on time, for peace of mind Significant cost savings, guaranteed after Discovery and Design User satisfaction, enabling productivity gains This report demonstrates how Canon delivers these business advantages through its Managed Print Services. Canon s approach is built on ITIL, PRINCE2 and similar methodologies. It s the way we implement these methodologies that really makes the difference. Our Discovery and Design are thorough and robust: we guarantee the savings you can realise (subject to agreed criteria). We assign a Client Service Manager to you, to oversee and analyse your service throughout the contract. Your dayto-day needs are met by the largest direct service force in Europe. I asked the IT project leader at a large customer what made the difference to him as a project manager. He said that when he worked with Canon it was the first time there wasn t a gap between the promises of the commercial team and delivery by the technical team. They d never had such a good experience in terms of consistency between promise and delivery. Mike Morrow, Business Consultant, Canon UK & Ireland. If you would like to talk to an existing customer, let us know. Many current customers are willing to invite you to visit their sites. Contact us on or Gemma_Davies@cuk.canon.co.uk and we will organise a visit. ITIL and PRINCE2 are Registered Trade Marks of the Office of Government Commerce in the United Kingdom and other countries 3

4 A de-risked business document solution For any major IT change programme, risk mitigation is critical. Working closely with a major UK police force security department, we initially tested our proposed configuration in a Canon test lab. This was replicated by their systems integrator in their test facility. The print drivers, hardware and software solutions were all checked in a secure lab off the production environment. Only then could the solution begin to be released into a controlled environment live, on the network. This was followed by a controlled proof of concept and local user piloting before receiving final approval for the roll out programme to begin. Ian Woodward, Senior Operations Manager Managed Print Services, Canon UK & Ireland

5 Rigorous risk management Continuity is critical for the service you provide to your business. We understand this. We use ITIL and PRINCE2 methodologies to transition and deliver Canon s Managed Print Services. And we don t compromise your existing network integrity, security or device performance: in fact our target is to improve these areas. We use this methodology to ensure we fulfil your business requirements as well as your technical requirements, as we explain below. We don t know of any other provider that pays this level of attention to your combined business and technical needs. Canon s approach addresses your business and technical requirements Discovery Technical requirement Discovery Analyse the Customer s IT environment, security policies, helpdesk systems, procedures and processes (such as incidents and changes) Review Design Design Document and test the proposed technology within the Customer s IT environment, confirm the security compliance of the solution, integrate procedures within the Customer s helpdesk system Transition Deliver and integrate the technology within the Customer s IT environment. Certify the execution of security compliance and technical training Manage & Support Technical requirement Business requirement Transition Manage & Support Maintain the technology and keep the systems up to date. Constantly monitor performance Review Regularly propose actions to improve the performance of the technology. Certify the functional and security compliance of any Configuration Item change in the Customer s IT environment Business requirement Discovery Understand the Customer s printing behaviour, environment, constraints and opportunities Design Define the business case, propose the service solution and state the guaranteed savings Transition Deliver the services and manage the change (behaviour) Manage & Support Maintain the services and manage the fleet. Constantly monitor performance Review Regularly propose actions to improve performance from both a commercial and operational point of view De-risking the future Canon always provides state-of-the-art solutions. We are one of the world s top technology companies: we hold the fourth largest number of patents in the US, and invest 9% of sales in R&D. 5

6 Managing risk rigorously through ITIL During the Discovery phase we carry out a full Technical and Service Assessment that identifies your business operational requirements in detail, taking account of your business culture, your existing processes, your risk/security profile, and the impact on users and IT teams of a change in print related services. In the Design phase we propose the physical layout, supporting services and associated workflows and policies, ensuring that the design fulfils your business requirements and fits your business processes. In most organisations print is a businesscritical process, and so we design in the resilience levels you want. For example we can provide failover mirror solutions and rapid reconfiguration. The Design phase includes proof of concept and user acceptance testing. In the Transition phase we test the proposed Managed Print Service in a number of environments, including secure off-network environments, before proceeding to Release Management. We test hardware, software and drivers, including version control and fuctional testing, and carry out penetration and network safety tests. Canon devices have extensive security features, including removable and erasable hard disks, encryption, mirroring and cassette locks. Canon uses pre-delivery installation (PDI) scripting to enable reliable, efficient and quick installation at your site. This unique Canon process is known as plug-and-play. We create the PDI scripts once the security configuration is agreed, and subject them to security testing. The PDI process locks initial and subsequently installed devices in the desired configuration. Day-to-day management is handled by Canon s accredited service force, the largest in Europe. They check your print service regularly against the agreed configuration to ensure that the solution has not been compromised in any way. This is especially valuable for multinational organisations because it provides real consistency across your IT infrastructure. Risk management is handled via the Change Management process to ensure any significant or agreed change to the printing environment is mutually approved. A joint Change Advisory Board (CAB) uses the ITIL methodology to build a business case and request-for-change (RFC) process. This methodology enables robust governance, ensuring that the solutions we provide do not migrate away from their intended purpose as the contract proceeds. Network security MPS is trusted by the most security-conscious organisations, including police forces and banks. Each MPS is designed to agreed security levels, intensively tested before installation using PDI (see panel), and checked regularly. Business security About 86% of security breaches involve loss or theft of information (Ponemon Institute, 2008). It s much less when staff have to enter a code or swipe a card before their job will print. MPS can build in process security and compliance to your service through a My Print Anywhere solution (enabled by active directory), where pages are printed only when a user enters an ID code or swipes a card at the printer they choose. MPS also forms the basis of advanced document workflows, which can support your security policies by delivering scanned information direct into your systems. Integration with existing systems and suppliers The transition to a Canon Managed Print Service is planned to integrate with existing systems and interfaces. Custom coding is an example: for the University of Klagenfurt in Austria, we integrated MPS with the existing card payment system. Canon has existing transparent relationships with all the leading vendors, systems integrators and consultancies. And input from all stakeholders is built into the ITIL methodology that we use. Plug-and-play for rapid installation During Transition, because our devices are pre configured (plugand-play), we can install them in batches, rapidly and with minimum disruption to your business. This reduces the need for your own IT team to spend time monitoring a complex installation process. Predictive fault-finding After deployment of the fleet, we can interrogate the devices remotely to analyse trends and predict and prevent failures, maximising print availability. MPS includes a usage monitoring system that can report toner levels and alerts for spare parts and paper; we can even handle ordering and replacement for you. Business continuity built in Business continuity can be built in as appropriate to your requirements, with rapid failover and recovery facilities. Should you require a reconfiguration, or additional or replacement devices, the Canon web-based console management software makes it quick and easy. It manages the configurations of the entire fleet and can reconfigure devices in minutes rather than hours. Control and governance Working with Canon is a partnership. You define your requirements (business, security, services, financial) and we work together to propose a tailored solution You get fully transparent information You remain fully engaged MPS is used by organisations of all sizes and structures, from small law firms to the largest multinationals. The offering is designed to reduce both cost and effort, and 94% of our customers would recommend it (Canon Customer Survey 2010). 6

7 Methodologies for exceptional project management Canon really took the time to understand our objectives by taking a consultative approach to investigating our business as a whole, including our complex network of computer systems, not just the printers. Dr Franz Frühwald, Head of Radiology, Institut Frühwald, Austria

8 Using ITIL and PRINCE2 methodologies to deliver to your requirements Canon s Managed Print Services are delivered within a structured process, using ITIL service delivery methodology and PRINCE2 project management methodology, or similar techniques as appropriate. Engagement throughout the five-step ITIL process includes all the appropriate decision-makers, including commercial, facilities management, third party, security and systems integration stakeholders. This ensures the managed print service is commercially as well as technically appropriate. The methodology is proven and cost effective. Throughout the Transition and Manage phases, Canon supports you, led by your Client Service Manager. The Client Service Manager acts as your single point of contact throughout, managing your contract. We seek to deliver continual improvement for the lifecycle of the contract. Canon can support you with ongoing services such as service desk management and IMAC services, making it easier for IT departments to respond to changing business requirements including office moves, mergers and acquisitions (M&A). ITIL and PRINCE2 methodologies are used here too, as appropriate. The five-step process includes budget approval it involves all the right decision-makers to ensure commercial viability as well as technical. Everything is referenced back to the business requirements. Phillip Walker, Canon European Services Manager The Manage phase is about creating the optimum business-as-usual conditions, by delivering the agreed contracted services to monitor, maintain and improve the printing infrastructure, plus its related security and workflow processes. This is done on both a corporate level and a local level through agreed governance policies such as Change Management. During Reviews, we evaluate together as a partnership the benefits of new services, products, solutions and software releases that will enhance your printing environment. Because Change Management will ensure the appropriate sign-off process with the project stakeholders, the financial, security and other project requirements will be continually supported. And, critically from a cross border perspective, this consistent governance becomes key to delivering on what we promise. Phillip Walker, Canon European Services Manager 8

9 Managing costs with savings guaranteed We can customise our software so that our service does what you need. For the University of Klagenfurt in Austria, we did this so that the Managed Print Services integrated with the existing card payment system. The proposal...reduced the huge administrative effort with cashless payment and no additional copy cards or printing accounts. Hermann Maier, IT director, University of Klagenfurt, Austria

10 Identifying, reducing, tracking and optimising costs Analysis, control and optimisation Print is sometimes referred to as the last significant uncontrolled cost in an organisation. We can tell you how much you re really spending, reduce it, and guarantee the savings. Then we provide information that enables you to bring costs under control, and we optimise usage and costs through capacity and demand management. Even if you already have the latest technology, Canon s Managed Print Services can deliver savings throughout the duration of the contract. Our usage monitoring system captures usage data at three levels: User Department Organisation Intelligent analysis of this data enables the service to be closely matched to your requirements on an ongoing basis. It also enables load balancing across the fleet. Managed Print Services also form the basis of document workflow systems, which can deliver significant process efficiency improvements across the business. To find out more about document workflow, please contact us. A UK-based global bank estimated annual savings of 10m (recognised 50m over five years) and then saved an additional 3.5m on energy by replacing legacy devices with energy-efficient multi-function devices. Managing costs through ITIL The Discovery phase of ITIL reveals your current spend and usage patterns. There are two parts to this phase, conducted in partnership with you: a physical audit (a snapshot of where your assets and people are located) and a service assessment (capturing your requirements in great detail, including any dependencies that must be taken into account for the future). We work with you and your Facilities Management and Systems Integrator colleagues, whether in-house or contracted, as appropriate. At the end of the Discovery and Design phases, we develop a business case including a guarantee of savings, subject to agreed criteria. Downtime and disruption, and the costs associated with them, are minimised through clear and rigorous governance. For example our pre-delivery installation (PDI) process enables us to deliver batches of pre-configured devices plug and play to your premises. A major Netherlands bank lacked cost visibility for its printers from multiple suppliers, and users found them hard to use. We cut the number of devices by 50% and management costs by 43%, saving 20m over five years. We also provided per-branch billing. A major police force trusted Canon with its document services, and halved its IT costs over five years. Innovation for business advantage Do you have specific requirements? Canon can innovate to provide custom solutions. Institut Frühwald, a leading radiology centre in Austria, asked us to cut costs in an innovative way. We enabled them to print diagnostic images on paper instead of film, for a twentieth of the cost, yet at the same image quality The University of Klagenfurt wanted MPS to be integrated into an existing payment card system, so we rewrote our software For Fraport, the operator of Frankfurt Airport, we provided process customisation: the flow of the documents required for flights is taken care of entirely by Canon technology, ensuring smooth and timely operations for flights to and from destinations around the world The Canon MPS savings guarantee The business case includes a guarantee of the savings Canon MPS will bring for your individual organisation. Typically we can save businesses 30-50% of print costs. Some of our customers have enjoyed additional savings, on top of the guaranteed savings. We saved one insurance customer 14% more than the guarantee. One of our risk and insurance customers would have saved 700k if they had simply replaced their MFDs, but we pushed that up to 3m by implementing a full Managed Print Service. Insurers R+V Versicherung in Germany quickly saved over 60% of their previous print and copy costs. They say: "The rule-based document management solution that Canon has developed for us is definitely leading the way. The results achieved here speak for themselves." 10

11 Maximum user satisfaction Our whole approach is with the end user in mind. We aim to make the transition painless, and ensure the user experience is simple. Part of the Discovery and Design phases is to really try to understand the customer s culture and imagine the effect on users of implementing a new document service. We work closely with client user groups to ensure we deliver a clear communication and training programme throughout the implementation of any service. Ian Woodward, Senior Operations Manager Managed Print Services, Canon UK & Ireland

12 Enabling users to get the best from their documents Up to 23% of the calls handled by a helpdesk are print-related, according to IDC. If users aren t happy, your teams will know about it. With Canon s Managed Print Services, print, scan and copy issues are significantly reduced, or eliminated, depending on the service options you choose. A Canon MPS offers an enhanced user experience, with: The same user interface across all devices, so minimal training and support are required Uniform devices across sites and geographies, so users find the same devices, with the same interfaces, wherever they go Sophisticated functions that make working life easier for example users can scan direct to , pdf or into existing systems A universal printer driver, which means users can use any device without having to install individual drivers for each device My Print Anywhere, meaning users can pick up their pages when and where they want, without worrying that someone else will collect them by mistake They also have maximum uptime: Canon s hardware is designed to require 30% fewer service calls than the industry standard Sophisticated reporting from devices enables predictive fault reporting with the potential to fix before failure Devices can report toner levels and alerts for spare parts and paper PDI ensures rapid installation and replacement when required Although Canon provided some training, it was hardly needed. The solution is so easy to use, even I could manage without problems... As a result, our overall efficiency has been greatly improved. Dr Bernhard Loimer, Partner, Loimer Scharzenberger-Preis law partnership, Austria User satisfaction through ITIL During the Discovery phase we carry out a service assessment that looks at your business culture and processes, and the impact on users and IT teams of a change of document services. User satisfaction is as important to us as it is to you: user acceptance testing and proof of concept are part of the Design phase. The Transition phase minimises downtime and disruption through pre-delivery installation (PDI), which enables us to deliver plug-and-play devices in batches to your premises. At the same time we deliver a change communications programme a core requirement of MPS supporting both users and HR teams, through websites, videos and other materials. Device availability makes a big difference to the user experience. The Canon service delivers device status reports to your helpdesk to enable proactive maintenance, so fixes can often be done before a problem occurs. During the Design phase we define how reporting is done for your particular helpdesk and adapt our information workflow to suit. Unlike some print providers, Canon does not rely solely on its reactive field service force: the Client Service Manager monitors and reviews your MPS directly to ensure the whole service works as required, looking for devices that are over- or under-used, carrying out load balancing and so on. We are delighted with the results. The new multifunction devices are extremely easy to use, which is of great importance as it would be impossible to provide training for each student. Hermann Maier, IT Director, University of Klagenfurt, Austria. Find out more To find out more about Canon s Managed Print Services, call or Gemma_Davies@cuk.canon.co.uk. 12