1. Everything But Paper: What A Managed Print Service Can Do For You Eileen F. Berman

2. Outline Why Managed Print Service? How Did We Implement This? Results Lessons Learned Moving Forward Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You

3. Managed Print Service GOAL Deploy a site wide optimized modern print service at reduced cost consistent with industry best practices that meets the needs of the laboratory. To accomplish this goal the Fermilab Computing Sector has contracted to Dell Service Federal Government to provide a Managed Print Service (MPS) for Fermilab. Not all savings are realized immediately. This is an investment in the future! Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You

5. Pre-Managed Print Situation 1.Imaging Devices purchased by individual divisions, no coordination or assistance on device purchases. 2.Many more devices than needed are purchased by individual divisions. Similar device might be ‘just down the hall’ bought by a different organization. Managed Print 1.Coordinated device catalog (~30 models, 3 vendors) with assistance in choosing device based on customer/Fermilab requirements. All devices are EPEAT compliant (less energy use). 2.Coordinate devices at Fermilab as a whole, reduce number of devices, remove devices from peoples offices (many less devices = less energy use) Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You Why Managed Print?

6. Pre-Managed Print Situation 3.No coordination on device type resulted in a very large variety of devices 4.Older devices are energy inefficient and lack modern features and are difficult to service (Average printer age is 6 years, some at 20+ years, difficult to support) Managed Print 3.Coordinated device catalog will decrease the variety allowing support levels to improve (less personnel energy use, less variety in parts and consumables) 4.Smaller more modern fleet will decrease energy use, add functionality, improve support. Removing inkjet devices. Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You Why Managed Print?

7. Pre-Managed Print Situation 5.No coordination amongst maintenance contracts on individual machines, handled separately by different organizations. 6.No coordination of consumable purchases, everyone bought and stored their own. Managed Print 5.Transitioning these machines to be under MPS, no additional contract necessary. Reduce knowledge needed/effort to maintain contracts. 6.Consumables (Everything But Paper) covered under MPS. Reduce effort, take advantage of bulk purchases. Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You Why Managed Print?

8. Pre-Managed Print Situation 7.No real understanding of how much printing costs at Fermilab 8.No coordinated approach to proactive device management 9.Printing default is not consistent Managed Print 7.Managed service, purchasing and monitoring will enable costs to be better understood (and reduced) 8.More modern print infrastructure and proactive monitoring will enable proactive toner replacement and incident handling (this is a balance) 9.Printing default can be managed and will be duplex and black & white Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You Why Managed Print?

9. Pre-Managed Print Situation 10.Could not easily tell who was printing what and where. Managed Print 10.MPS central service reports on who prints how much and what on which devices. Can identify and address areas for reduction. Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You Why Managed Print?

10. Managed Print Service Would Cover All ‘normal’ printers and multi-function devices (print/copy/scan/fax) included with 8x5 support –Support/Maintenance of imaging devices –All parts, drivers –Consumables (Everything but Paper) –Installation of devices, removal of old devices –Training on using devices –Print Queue Management –Monitoring –Report Generation –Needs assessment when new devices are needed –Support Service Level Agreement (SLA): measure of support response and activity meeting certain agreed upon values Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You

11. New Functionality Secure printing and Follow-Me printing –Scan ID Badge to get printout at specified devices –Removing devices from peoples offices –No more need for ‘Print and Sprint’ –Enables easier printing when away from your desk No need to download/install driver for remote printer Central Monitoring –Proactive toner replacement –Proactive issue handling Improved support for scan to drive share on new MFDs Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You

12. New Functionality Improved printing capabilities for Mac and Linux users –Enabling these users to print in more energy efficient ways (duplex, black & white) –Can take advantage of device capabilities –Support for printing at more devices Enhanced reporting capabilities –Who is printing what where when, and how much –Enable an understanding of where printing can be reduced, for example, by modernizing processes Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You

13. How did we do all this?? Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You

14. Fall 2012 Assessment covered 40 Buildings and 130 Floors

15. What Was Found ~662 Imaging Devices (printer, scanner, copier, fax) –30% utilization (90% industry standard) –283 different models (15 industry standard for FNAL) –30% are standalone (10% standalone industry standard) ~691K pages printed each month –50% color (5% industry standard – ~10 ¢ color, ~1.5 ¢ B&W per page) Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You

16. Phase 1 Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You 1. Feynman Computing Center 2. Technical Division Complex 3. Accelerator Division Complex 4. Wilson Hall & Immediate needs of the Firehouse, Security Building and CDF Building

17. The Process at 50,000 Feet Created the MPS Imaging Device Catalog with ~ 30 devices –EPEAT compliant devices –Dell, HP, Ricoh –Black & White, Color –Some 11x17 capable devices –Printers and Multi-Function Devices (MFDs) : Printer/copier/scanner/fax –Varying throughputs supported (duty cycles) Devices at Fermilab that are NOT covered –Wide format devices (plotters) –Special purpose devices (e.g. book scanners) Installed Central Monitoring and Queue Service (OM Plus) Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You

18. The Process at 50,000 Feet Communications, Communications, Communications Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You

19. The Process at 50,000 Feet Visit Phase 1 area, talked to Managers, Administrative Assistants, Users in the areas – get requirements Proposed new configuration of devices, which ones are excessed, which are staying (legacy), which are new Reviewed with Managers, Administrative Assistants, Users Ordered devices Installed devices Removed devices to be excessed, collected unused consumables Lather. Rinse. Repeat. Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You

20. Results MPS is part of Fermilab’s ITIL services and obtained ISO20000 Certification in December of 2013 Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You

21. Results 1. Coordinated device catalog (~30 models, 3 vendors) with assistance in choosing device based on customer/Fermilab requirements. All devices are EPEAT compliant (less energy use). Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You All new devices bought from catalog. Procurement consults MPS project when requisitions for imaging devices are entered.

22. Results 2. Coordinate devices at Fermilab as a whole, reduce number of devices, remove devices from peoples offices (many less devices = less energy use) Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You New Imaging Devices Bought Legacy Imaging Devices Kept Imaging Devices Not in MPS Scope Imaging Devices Removed 10712362321 Some of the new devices are replacing old poorly performing devices. Initial Count : 506 Final Count : 292 Net decrease of 214 devices! Estimate we have rolled out MPS to about 2/3rds+ of Fermilab so far.

23. Results 3. Coordinated device catalog will decrease the variety allowing support levels to improve (less personnel energy use, less variety in parts and consumables) Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You Initial # Different Models Current # Different Models 359158 Includes legacy devices, new devices and devices that are not in the MPS scope.

24. Results 4. Smaller more modern fleet will decrease energy use, add functionality, improve support. Removing inkjet devices. Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You 20+ years old Baseline (Nov 2013) Active Device Count Current Active Device Count Not all device paperwork done.

25. Results Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You 4. Increased functionality Secure print/Follow-Me print capabilities available on 33 imaging devices in Phase 1 areas.

26. Results Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You 4. Increased functionality Improved support for Mac and Linux (SLF) printing Will supply tarball for other Linux installations to help enable them to print on new devices. Easy driver downloads/installation for all supported OSes

27. Results 5. Transitioning these machines under Managed Print, no additional contract necessary. Reduce knowledge needed/effort to maintain contracts. Estimates are that so far at least 8 contracts have not been renewed. Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You

28. Results 6. Consumables (Everything But Paper) covered under Managed Print. Reduce effort, take advantage of bulk purchases. Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You Consumables Collected From Users Black Toner Cyan Toner Magenta Toner Yellow Toner DrumFuserTransfer Roller Waste Toner Container Belt Cleaner Assembly Mainten ance Kit 1948581763817 1484

29. Results 7. Managed service, purchasing and monitoring will enable costs to be better understood (and reduced) Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You Monthly report on costs from B&W and color printing. Broken down by organization.

30. Results 8. More modern print infrastructure and proactive monitoring will enable proactive toner replacement and incident handling (this is a balance) Total tickets involving toner replacement since Dec 2013 : 44 Subset of this that were pro-active replacements : 19 NOTE: The roll-out of Phase 1 was occurring during this period. Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You

31. Results 9. Printing default can be managed and will be duplex and black & white All imaging devices (new and legacy) are set to be duplex and B&W by default. Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You MPS devices only – less than the 50% color printing reported in the initial assessment

32. Results 10. MPS central service reports on who prints how much and what on which devices. Can identify and address areas for reduction. Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You ‘User ID’ is the persons local account login name

33. Lessons Learned Communications, Communications, Communications There can never be too much. Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You

34. Lessons Learned People really liked the area maps and lists Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You

35. Lessons Learned Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You

36. Lessons Learned Examine orders when they arrive –Sometimes they are wrong Machines that are to be excessed need to have any hard drives removed first so they can be wiped Folded back into the questions we need to ask for each separate area. Not all imaging devices support Postscript printing Set expectations early. –Everyone thinks all larger machines automatically come with a stapler. –Many printers have legs. Causes issues with documentation and potentially network connection. Some areas may only be accessible by stairs. Some vendors put their own contact information on tags on the devices. Setup for default copying (B&W or color) is not the same on all devices. Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You

37. Information We Needed to Make Assessment at Each Area Who is the Point of Contact for MPS questions and decisions? What devices currently exist with what functionality? What are the space requirements? –Where will the machines be located? Cabinet? Table? Floor? What are the power requirements? –Will surge protectors be necessary? Dirty Power! What are the networking requirements? Will new FAX lines be needed? –Does your current MFD contain the FAX option? Do you have requirements for secure printing? Do you need any additional functionality you do not currently have? Do you print from Oracle applications? Do you print from Linux devices? Do you print from non-Fermi owned devices? Where will we be able to stage new equipment? Are there any existing support contracts on the machines? When will they expire? Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You Part of Lessons Learned

38. Moving Forward Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You Everybody Else Phase 2:

39. Moving Forward Investigate areas for Continuous Service Improvement Improve process for keeping documentation/maps up-to-date Identify processes/procedures/areas where printing can be reduced Not all savings are realized immediately. This is an investment in the future! Eileen F. Berman, Everything But Paper: What A Managed Print Service Can Do For You