Earning Your Managed Print Trustmark

Transcription

1 QUICK START GUIDE MANAGED PRINT TRUSTMARK Earning Your Managed Print Trustmark

2 MANAGED PRINT TRUSTMARK Introduction Success in today s competitive IT services market demands a commitment to both quality technology and customer service that can be difficult to quantify. It s a constant challenge to differentiate your IT business from others, or worse, separate yourself from subpar competition. In response to that struggle, CompTIA has created its Trustmark series, a set of vendor-neutral business credentials designed to advance and differentiate organizations that offer technology services and have demonstrated both a high level of competency and adherence to industry best practices. The Trustmark not only provides CompTIA members with proof of expertise and professionalism, the process itself can support efforts by IT organizations to hone essential elements of a successful business, such as internal processes, billing, marketing, and customer service. The CompTIA Trustmark program addresses the ongoing need in the IT channel for the guidance and best practices required to thoroughly address customer needs around particular IT trends, such as security, and now, managed print services. Managed print services (MPS) encompasses a range of services assessment of a customer s printer fleet, recommendations on optimizing existing equipment, ongoing support and remote management of the printer fleet, and delivery of consumables such as toner and ink cartridges. The concept of MPS has rapidly evolved the idea of simple printer maintenance into a profitable recurring revenue opportunity that enables solution providers to further entrench themselves into the day-to-day operations of customers, securing themselves as trusted advisors. The managed print opportunity is mounting, with the Photizo Group projecting that the market will grow at a compound annual growth rate of 20% between 2010 and The newly unveiled CompTIA Managed Print Trustmark, developed with input from a cross section of managed print service providers, vendors, and industry experts, offers solution providers dual value. For those with an MPS practice, the Trustmark validates that expertise, providing a badge of achievement that can be shared with current and potential customers. For those interested in tapping the rich MPS recurring revenue stream, the Trustmark offers a map to rapid success, highlighting those elements of a successful managed print services practice. 2

3 quick start guide Earning Your Managed Print Trustmark Leverage Managed Print Services To Deepen Customer Relationships As competition in the IT channel increases with the ongoing convergence of technology solutions, VARs and managed services providers continue to explore the occasion to incorporate their services throughout their customers business environments. Those efforts frequently center on evolving customer relationships so that a solution provider s IT expertise is interwoven throughout the day-to-day activities of end users, not limited to the server room or reactive maintenance calls. Additionally, more and more solution providers are concentrating on building managed services offerings that deliver reliable recurring revenue streams to their bottom line, providing a steady foundation for expansion for their own business. Those solution providers that add managed print services to their portfolio find the service supports both those goals. MPS offers customers a stable, reliable printing environment, lower total cost of ownership due to optimization of existing equipment, and proactive management and media supply support. As more businesses watch their digital and paper worlds collide, the need for a well-managed printer and imaging network gains priority, pushed forward as well by the fact that print is mission-critical for productivity, and that makes managed print providers a valued partner. Additionally, some businesses look to MPS as an avenue for achieving improved security, particularly in verticals impacted by privacy mandates, and for driving environmental sustainability, adding more value to the managed print services proposition. Service providers are discovering that MPS offerings help close the doors on office supply competition, and offer a clear path into the C-suite at businesses both large and small. Because the MPS conversation is more about business value, it often moves IT providers into the offices of CEOs, CFOs, and business owners rather than that of the IT manager. Plus, as familiarity with and understanding of MPS permeates the market, more businesses are paying heed to the offering s value, driving potentially explosive growth opportunities. Currently, CompTIA research shows about 50% of large firms (more than 500 employees) use managed print services, compared to 20% for small firms (fewer than 100 employees). Of those not using MPS, 36% expect adoption over the next 12 months. The benefit for the channel is clear; the same CompTIA survey into the adoption of MPS shows that among IT firms currently offering an MPS solution, 8 in 10 anticipate year-over-year revenue growth, with 22% of firms expecting significant growth and 58%, moderate growth. In fact, it is not unusual for organizations to generate as much as 50% of their annual revenue from a managed print service business. Forecasts from the Photizo Group show that growth arc continuing over the next few years; topping $78 billion by For CompTIA member Kevin DeYoung, president and CEO of QualPath, managed print has proven advantageous for both his customers and his own business, which is rooted in document management. With nearly 45% of QualPath s revenue tied to managed print services, the solution is core to ongoing success. Long a thought leader in the industry, DeYoung is dedicated to helping establish best practices for managed print, serving as the current vice president of the Managed Print Services Association, an organization that advocates for both customers and solution providers involved with managed print. DeYoung has seen managed print gain popularity, and says the reasons are clear. When printer hardware prices became commoditized, many businesses lost control of their printer fleet, buying more printers at reduced costs, and unwittingly allowing price per page and supply costs to spiral out of control. Customers didn t know how many printers they had and no real concept of costs, DeYoung explains. Plus, a mix of brands and products turned their fleets into a management nightmare. That opened the door for managed print experts to offer assessments, organization, cost control and savings, while also restoring control over printer fleets. If you are truly doing MPS, then you are supporting the existing print fleet and helping your customers focus on their priorities, he adds. It is a solution that, done properly, fully delivers on what it promises, and is mutually beneficial for everyone. If you are an organization providing any solution, the most important thing is doing it right. You want to do right by the client, and if that is the idea, this process is well worth the time. Kevin DeYoung, President & CEO, QualPath, Inc. 3

4 Utilize Managed Print Trustmark To Grow MPS Revenue For IT organizations interested in taking full advantage of the potential of managed print services, as DeYoung has done, the CompTIA Managed Print Trustmark offers two tiers of value. First, the assessment process is designed to qualify and differentiate organizations providing managed print services, validating business competencies such as the managed print service agreement, standard operating procedures, systems and tools for delivering services, as well as general business best practices. This credential serves to separate organizations making a commitment to the managed print service model from those merely claiming to do so. Second, for those solution providers interested in growing a managed print practice, the Trustmark process outlines the business competencies, skills and knowledge necessary to sell, deliver, and operate a managed print solution at a competitive level, offering guidance for solution providers dedicated to developing a managed print practice. The CompTIA Managed Print Trustmark is a self-reporting process; applying IT providers submit supporting documentation online as outlined in the Managed Print Trustmark Control Framework. The process entails two sections; the first covers the business competencies of managed print providers while the second covers the skills and knowledge necessary to proficiently provide a managed print solution. The assessment process is rooted in the What is Managed Print Services? MPS is a model of outsourcing the management and optimization of print, copy, and related devices. Customers often pay a monthly fee or a cost per page fee to an IT print service provider to handle maintenance, troubleshooting, and uptime. Wikipedia defines managed print as having core aspects that include proactive maintenance of the fleet, ongoing optimization of the environment, and consolidated billing on a monthly or quarterly basis. experiences of a wide swath of managed print businesses, including CompTIA members with a strong focus on MPS. One such member, Jeff Bendix, president of BENDIX Imaging, has been involved since the initial planning stages for the CompTIA Managed Print Trustmark program. We identified managed print early on as a trend that fit our business, explains Bendix, whose company now brings in about 65% of its revenue from MPS. Building customized managed print services solutions that uniquely meet the needs of BENDIX Imaging customers, with a focus on optimizing the printing and imaging fleet of that business, is the lynchpin for this MPS provider s success. Helping others deliver a standardized, efficient managed print solution for their customers was Bendix s reason for supporting development of the Trustmark credential. Managed print services is a buzz word, and since it s perceived as easy and affordable to get started with managed print, too many companies are signing up customers and not following through with them, explains Bendix. We wanted to help create a differentiator for real managed print services providers so clients could tell who was actually delivering a true service. Bendix s company was among the first to tackle the Trustmark process, and despite several years of managed print success, the MPS provider uncovered numerous areas for improvement. We implemented some new processes and streamlined and refined some others, he explains. If you partake in this effort, you will inevitably improve your business if you are truly honest with yourself. Bendix advises solution providers to set aside a few days to review the assessment questions and checklist, and then assemble and organize the necessary documents and examples. He says one particular area of value is taking the time to document tribal knowledge processes that everyone knows, but aren t captured in writing. If you are interested in differentiating your business, and truly following industry best practices including taking the steps to potentially change or update your existing processes the Trustmark application will help you identify those areas and grow, says Bendix. Plus, the Trustmark provides a clear expression of your dedication to best practices, and that is a differentiator in today s competitive market. IDC stresses that a true managed print solution must include an assessment, rightsizing of the customer s printer and imaging environment, proactive management, and ongoing optimization of the printing and imaging environment 4

5 quick start guide Earning Your Managed Print Trustmark Steps To Successfully Earning The Managed Print Trustmark The Trustmark process launches with the provider agreeing to the CompTIA Code of Conduct, which validates that the applying organization conducts its advertising, service delivery and overall business practices in an ethical manner. The next step in the process requires IT organizations to gather and organize the necessary documents and examples to complete the five sections of the validation process: Business Competencies (operations, management and finance), and the Managed Print Sales, Delivery and Operations Skills sections. Examples of documents required include discovery assessment reports, written descriptions of standard operating procedures such as customer on-boarding or quarterly business reviews, a sample of a customer invoice, and the provider s written disaster recovery and managed print services strategic plans. The first half of the application Business Competencies addresses the need for a solid business foundation on which to build a managed print specialty. Those sections involve validation of the provider s ability to deliver clear managed print service agreements that outline the services delivered to a customer, confirms that the provider has and can properly use the tools and processes required for true managed print services, and that there are reliable, repeatable standard We re always looking to improve, so we wanted to test our processes against the standards of a wellrespected IT industry leader such as CompTIA. This process validated that what we are doing is in alignment with what CompTIA has established as best practices. Kevin DeYoung, President & CEO, QualPath, Inc. operating procedures (SOPs) in place that assure quality support and customer service. The Business Operations portion of the assessment also validates the financial stability of the provider, and its process for risk management. The second half of the application focuses on Managed Print Skills and the knowledge necessary to successfully sell and deliver a full-fledged managed print solution. Each of the sections address managed print from a unique perspective (Sales, Delivery, and Operations) with the goal of establishing a standard for professional service from the first customer interaction through the course of the customer engagement. Providers will be asked for documentation around their sales toolkit, new client management and then the methodology for the network assessment used to establish a baseline for managed print services delivery. Providers will also be asked for examples of managed print solution design and presentation, as well as outlining the processes it follows for deployment and management of that service. Showcase Your Accomplishment Managed print services providers that have earned the CompTIA Managed Print Trustmark leverage that status in multiple ways. Kevin DeYoung, president and CEO of QualPath, a Florida-based MPS provider, has added the Trustmark logo to its websites and company collateral and has issued a press release sharing the accomplishment. We make sure both our current and potential clients know, because in our opinion, this third-party credential validates our expertise, says DeYoung. He added that an unexpected value of the Trustmark process was a boost to company morale. It definitely improved our employee morale to be recognized as an expert and for doing what we do well. We respect this credential, and we incorporate it into our business positioning at every chance. Jeff Bendix, president of BENDIX Imaging, proudly shares his Trustmark credentials as well, using them on his company s printed sales collateral and websites. By leveraging the CompTIA Managed Print Trustmark marketing template, Bendix quickly armed his sales organization with a sales slick that highlights the value and background behind his company s Trustmark status. That Trustmark credential provides us with another differentiator, something our competition doesn t have, explains Bendix. It s like seeing that ASE certification at your mechanics; it provides another layer of trust. 5

6 MPS providers must demonstrate the knowledge needed to deliver a managed print solution, including implementation, setting customer expectations and ongoing reporting, fleet management, and inventory and supply management. Other validation required as part of the skills portion of the application includes documentation of processes for addressing ongoing customer support, billing and regular business reviews. Further, IT businesses will be asked to outline their strategy for growing their managed print services practice. Both DeYoung and Bendix agree that the Trustmark credential offers existing MPS providers an opportunity for honing and improving their processes, empowering better service for customers and a more profitable line of business for themselves. We re always looking to get better, and because CompTIA is such as respected leader in the IT industry in terms of standards and training, we wanted to test our processes against their standards and see where we stood, says DeYoung. Typically when you go through a process with that perspective you are going to get better. And that was the attraction for us. His advice for those experienced managed print services providers interested in the Trustmark validation: Take the time to answer the questions thoughtfully. For those just stepping into MPS, DeYoung highly recommends using the Trustmark process to understand what knowledge and skills are necessary for success. You simply can t get a better map for success, says DeYoung. If you are an MPS or thinking about it just go through the process. It is all about executing a solution properly for both your customer and yourselves, working toward that mutual success. Steps To Managed Print Trustmark Success 1. Review the CompTIA Managed Print Quick Reference materials, which can be found in the CompTIA Member Resource site (or a copy may be provided upon request). 2. Once you ve decided to pursue the Trustmark, access the payment application page. Payment will generate a confirmation with information on accessing the Trustmark login page. 3. Respond to the control questions and assemble the required documentation as outlined in the Managed Print Control Framework; that information will be submitted as part of an online application. 4. Need help? Review the Quick Start Guide to Managed Print Services Success or CompTIA Managed Print Services Industry Roadmap for additional insight. 5. Submit your responses and documentation for review and once approved, begin your promotion of your unique status. To learn more, or start the Trustmark process, contact: Robert Henry Manager, Credential Sales trustmark@comptia.org If you are interested in differentiating your business, and truly following industry best practices including taking the steps to potentially change or update your existing processes the Trustmark application will help you identify those areas and grow. Jeff Bendix, President, BENDIX Imaging, Inc. 6

7 quick start guide Earning Your Managed Print Trustmark Managed print services is a buzz word, and since it s perceived easy and affordable to get started with managed print now, too many companies are signing up customers and not following through with them. We wanted to help create a differentiator for real managed print services providers so clients could tell who was actually delivering a true service. Jeff Bendix, President, BENDIX Imaging, Inc. About CompTIA CompTIA is the voice of the world s information technology (IT) industry. As a non-profit trade association advancing the global interests of IT professionals and companies, we focus our programs on four main areas: education, certification, advocacy and philanthropy. We: Educate the IT channel: Our educational resources, comprising instructor-led courses, online guides, webinars, market research, business mentoring, open forums and networking events, help our members advance their level of professionalism and grow their businesses. Certify the IT workforce: We are the leading provider of technology-neutral and vendor-neutral IT certifications, with more than 1.4 million certification holders worldwide. Advocate on behalf of the IT industry: In Washington, D.C., we bring the power of small- and medium-sized IT businesses to bear as a united voice and help our members navigate regulations that may affect their businesses. Give back through philanthropy: Our foundation enables disadvantaged populations to gain the skills they need for employment in the IT industry. Our vision of the IT landscape is informed by more than 25 years of global perspective and more than 2,800 members and more than 2,000 business partners that span the entire IT channel. We are driven by our members and led by an elected board of industry professionals. All proceeds are directly reinvested in programs that benefit our valued members and the industry as a whole. Headquartered outside of Chicago, we have offices across the United States and in Australia, Canada, China, Germany, India, Japan, South Africa and the United Kingdom. For more information, visit comptia.org. 7

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