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Managend Print Services (MPS) and IT-Service Management (ITSM)

Saves costs, protects investments

Two topics, which have hitherto been viewed and treated separately, are not only closer together. Rather, it is time to fully integrate MPS into IT Service Management (ITSM). The purpose of ITSM is to put the support of the business processes at the forefront in any IT application. This means that the best IT system is the one that optimally supports the processes - accelerates, simplifies, makes more efficient - no matter what application it is: office communication, billing, online shop, graphics, image processing, etc. Of course, MPS solutions.

MPS solutions are IT solutions

Managed Print Services (MPS) encompasses all measures and products that printers, copiers, scanners need in order to be fully operational, while minimizing both printing and administrative costs. MPS enable intelligent and efficient management of hardware, software, consumables and services with a high level of automation. The aim of the use of MPS is the continuous and sustainable optimization of the pressure environment, the fleet of equipment and the output of the business processes.


Behind MPS stands software, increasingly as a portal solution, which users do not own, operate and administer. You only select services that you need for your business processes. So you can also add new services like secure printing, scan to flexible targets and use mobile printing. Cause-related assignments and detailed reports ensure transparency into printing costs.

Managed Print Services und IT-Service Management ...



  • Vendors and vendors are mostly system houses and service companies.
  • Operators and owners are mostly external suppliers and service providers such as PrinterCare or internal service providers, usually the IT department.
  • Users are you or the responsible person in your company.

The high level of automation makes new demands on the software instances behind it. For operator companies, such "always-on" applications are equivalent to business activity.


Internal service providers, such as IT departments, have to develop such applications at the highest speed using agile methods and to perform maintenance processes quickly, or to buy and operate such applications externally. For this, it is necessary that software development and system administration work together very closely.


IT Service Management (ITSM) brought paradigm change

For many years, information technology (IT) was individual, unstructured and technology-oriented. With their further development, for example model-based or object-oriented software development, the IT department and the department could at least approach the language.


IT Service Management steht für Qualität und Benutzerfreundlichkeit


Almost all business processes in the company are now supported by IT. Special departments - the IT departments - or third parties are responsible for their provision. They provide services: IT services.


IT service management means to monitor and control the quality and quantity of IT service, business-process-oriented and user-friendly. Other aspects such as costs and profitability, external processes (interfaces to customers) as well as internal processes (organizational implementation with the service provider) must be included in ITSM. The purpose of the entire enterprise IT is thus solely the optimization of the business processes and operational procedures.


IT and business processes are now so closely intertwined that, for example, the specialist for radiology knows his imaging system to the best of his knowledge, and conversely the responsible IT expert understands a lot of the daily requirements in radiology. This will increasingly have an impact on organizational structures, as specialists and IT personnel are working together, and are an integral part of the same organization.


In order to implement ITSM in this sense, the IT organization must organize itself in appropriate processes and functions. IT specialists establish themselves as partners in business. ITSM specialists are trained and certified in special training courses. The introduction of ITSM represents a paradigm shift and is often a drastic process. In practice, many companies are looking to support external consultants.


IT Infrastructure Library (ITIL) describes processes of the ITSM

As a support to the introduction of ITSM, ITIL provides a framework in the form of a best-practice collection. Best practice means that a certain procedure is recognized as the most sensible alternative. In German the term is also translated with optimal business process, best method, best practice, best approach or best method.


In eight volumes with the description of one process group per band, ITIL names and describes the processes of ITSM and separates them from each other. The market-leading best practice collection is based on the experience of practitioners (IT specialists, data center operators, IT service providers, consultants, etc.) of the last 20 years. ITIL is owned by the Office of Government Commerce (OGC), the UK's central IT consultancy. ITIL is constantly being further developed in the IT Service Management Forum (ITSMF). Many major companies are also part of this independent international utility group.


History of ITIL

The ITSM gave English government authorities mid-1980s. They questioned the efficiency of the IT deployment in the authorities and issued the requirement to document and unify the IT service. This task was fulfilled by the Central Computer and Communications Agency (CCTA) at the end of the 1980s through the ITIL inscription. Over the years, ITIL has been generalized, adapted to the needs of industry, and published as a generally valid procedural rule in 1989 in version 1. ITIL does not describe the "how", but what needs to be done to provide an IT service that meets the needs. ITIL shares this description with practical and successful standards such as the ISO 20000.


Why do MPS and ITSM belong together?

Printing and copying is the last domain of the IT that is in the first phase of the optimization. In many organizations, the necessary standards, decision-making and management are still separate responsibilities.


From the perspective of ITSM, this means that printing and copying should be described as a service and integrated into ITSM. From the point of view of MPS it means that printing and copying has a considerable optimization potential and must be modified accordingly.


Today, printing, copying and related topics are defined by the ITSM, as well as the MPS perspective, and is described as a service. Managed print services, however, are not or not sufficiently integrated into existing ITSM processes.


Prozesse von Managed Print Services (MPS) im IT-Service Management


How much potential can be realized is defined by the following processes

Service Level Management

The goal of ITIL Service Level Management (SLM) is to complete service level agreements (SLAs) with customers and design services that meet the agreed service level objectives. How many business manuals for an MPS contract are used today in organizations?

Incident Management

Incident management serves the purpose of providing a failed service as quickly as possible to the user. Are the necessary interfaces between users, internal IT department and external service providers described? How is a Follow Me solution restored after replacing the main board of the MFP?

Problem Management

It is the task of change management to record, plan and implement the necessary changes. In doing so, the change process must be checked and disruptive effects on productive operation minimized. Changes are a normal part of business processes, as changes in the underlying conditions have to be reacted. Have you already introduced evaluation reports for your MPS environment? Have you defined test and validation processes with regard to your MFP systems and the software used with them with your MPS provider?

Security Management

Due to the increased use of MFP systems (multi-function sprinters) and a high number of users per system, the requirements for safety management have increased significantly. These are questions of the safety of the devices, the data and the documents. Have you already developed and implemented an IT security concept with your MPS provider on the basis of the ISO 27001 and the BSI printing and copying components?

Security Management

Due to the increased use of MFP systems (multi-function sprinters) and a high number of users per system, the requirements for safety management have increased significantly. These are questions of the safety of the devices, the data and the documents. Have you already developed and implemented an IT security concept with your MPS provider on the basis of the ISO 27001 and the BSI printing and copying components?

Supplier Management

Supplier management ensures that all contracts with suppliers support the business needs and ensures that all suppliers fulfill their contractual obligations. From the point of view of ITSM, MPS is a service, which is usually provided by a supplier. From the point of view of the continuity management, MPS is subject to considerable risks. As a rule, the supplier has become a strategic supplier through MPS since its dependence on it is high. This results in the requirement that the supplier also comply with the ITSM principles.





"The integration of MPS into the ITSM is paramount as the better and more intensively the three areas of business processes, IT and printing systems communicate, the more sustainable they become, and the more they can be continuously optimized."

- Heino Deubner

The advantages at a glance

  • MPS are considered IT services. Their quality and quantity are targeted and consistently monitored and managed in a user-friendly manner and user-friendly.
  • Printing and copying are an integral part of business processes and operations. With ITSM they are systematically optimized: accelerated, simplified, more efficient.
  • The best approach to process support in terms of ITSM supports ITIL as a framework. The best practice collection is internationally recognized as the de facto standard.

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