IDC Names Leaders in Managed Print and Document Services (Updated)

infographic chart of IDC MarketScape Worldwide Contractual Print and Document Services

Market-research firm International Data Corporation (IDC) recently named several market leaders in the managed print services (MPS) and managed document services (MDS) market in its IDC MarketScape: Worldwide Contractual Print & Document Services Hardcopy 2018-2019 Vendor Assessment.

Among the leaders are Canon, HP Inc., Lexmark International, Ricoh, and Xerox.

Managed print services generally refers to the management of a customer’s document output, including print, copy, and fax, from service, to supplies’ replacement, with providers typically reporting on usage and problems, and with customers billed on a subscription or per page basis.

Managed document services generally refers to the management of a customer’s entire document processes, including document capture (scanning) and archiving, to ensuring security and reducing environmental impact. A managed document-service process might consist of scanning hardcopy and converting it into digital format, and then securing, and archiving it in a private cloud-based website.

Following is a close look at four key leaders:


Based on a five-stage approach: discover, design, implementation/transition, support/manage, and review, Canon says its approach to managed document services (MDS) is used throughout all its services.

From the printed page to the electronic document, Canon says its MDS provides a portfolio of custom services to help achieve business goals for improved serviceability, support, and information accessibility.

Robert Palmer, research vice president for IDC imaging, printing and document solutions, commented: “Canon’s broad solutions and services portfolio combined with its team of subject-matter experts around vertical markets, complex workflows, and information-management make them a strong contender when companies are looking to extend organizational value beyond simple management of the print infrastructure. Canon’s holistic approach to information management, combined with a strategic focus in areas such as workflow, process optimization, and security help to set it apart from competitors.”

IDC also noted:

  • “Canon Global Services provides a strong foundation for consistent service delivery, supporting global regional, and local engagements.”
  • “The breadth and depth of its technology, infrastructure, solutions, and services further strengthen the firm’s position in the market.”

In addition to Canon’s comprehensive portfolio, its features professional services and solutions built around Canon’s exclusive Therefore and uniFLOW software, which Canon says help position it as a strong player in traditional MDS offerings.

Canon says its professional services and strategic relationships, such as with Nuance’s eCopy ShareScan and Box, and my mxHero, also enable users to store, manage, share, and collaborate globally through the cloud with email, paper, and digital content.

For more information about Canon managed document services, visit Canon here, and here for more information about Canon managed print services.

Lexmark International

IDC notes that Lexmark’s approach to managed print and document services is technology-based, focusing and investing in key technology areas such as analytics, IoT, and big-data systems to simplify and create more value across all key metrics: service implementation, delivery, support, pricing models, and infrastructure.

Lexmark positions its value proposition as having three fundamental elements: technology leadership extending beyond the hardware to its software, services, and solutions; deep industry expertise leveraged from its highly verticalized go-to-market strategy; and a customer-centric
approach to the market.

The company notes that it has been a leader in IDC MarketScapes for managed print and document services, workflow services, and print security services over the past several years. The latest report cites Lexmark as being “in a strong position to effectively address and manage customer environments and drive real digital transformation.”

In naming Lexmark a leader, IDC’s report states, “Lexmark continues to separate itself from competitors through its vertical-market approach and consistent global service delivery. Combined with investments in cloud, IoT, and data analytics, Lexmark is creating a global service-delivery platform designed to keep pace with evolving workplace dynamics.”

The IDC MarketScape suggests that organizations should consider Lexmark “when looking for vertical-specific expertise in a wide variety of markets and applications” as well as “when considering programs that focus in key areas such as print infrastructure, security, and process optimization.”

Allen Waugerman, Lexmark senior vice president and chief technology officer, commented: “We intentionally engineer hardware, solutions, and services as seamless integrated systems that deliver a more simplified, secure and productive print environment.”

Lexmark says that with its 95-percent MPS contract-renewal rate and IDC MarketScape leadership recognition in hardware, security and services categories, customers across the globe can be confident in choosing Lexmark.

For more information on Lexmark managed print services, visit Lexmark here, and here for more information Lexmark managed document services. For a more detailed look at Lexmark’s services, see an excerpt from the IDC report here.


According to IDC’s Robert Palmer: “Ricoh’s customer-driven approach, which is based on a high-touch client-engagement process, enables the firm to stay in front of evolving customer needs and provide custom solutions to address business demands efficiently and consistently for local, regional, and global deployments. When business large and small are seeking a partner that can design and develop a program intended to evolve with future business needs, Ricoh should be in the running.”

Ricoh says it aims to augment its printing business by supporting the work-practice reforms of its customers.

Ricoh also offers managed document services and IT services that encompass everything from planning, through building and managing office information and communications infrastructures. Its experts provide communications services and other value-added offerings that are said to streamline office processes. Ricoh says this approach enables it to deliver the specific expertise required to assist customers across many different vertical markets, including financial services, healthcare, legal, retail, and more. The company says that this expertise, combined with its nearly 97,000 global employee base and track record in more than 200 countries, helps ensure service consistency across the world.

Yoshinori Sakaue, corporate vice president and general manager of the Digital Business Group at  Ricoh Company, commented: “Our commitment to delivering the right services and solutions to help our customers and dealers move the needle for their businesses is unmatched, and this report shows that it’s resonating. Around the world, the right combination of the best people, processes and technologies are a must for success. Our portfolio is customized and scalable to deliver just that to our customers and partners as we help them along their unique digital transformations.”

For more information on Ricoh managed document services, visit the company here, and here for more information on Ricoh managed print services.


The IDC report notes Xerox’s ability to provide more than just print solutions by offering end-to-end management of the entire office print infrastructure.

  • “Xerox’s focus on security and digital transformation have helped set it apart from competitors, and it has built one of the industry’s most robust portfolios of MPS solutions and services.”
  • “Xerox has established an industry-leading MPS practice designed to empower IT and end users with solutions to maximize value and achieve organizational objectives.”
  • “Xerox’s strengths lie in its global service delivery model, flexibility and scalability of MPS services and billing options, and close relationships with its customers and partners alike.”

According to Xerox: “This IDC MarketScape report reflects Xerox’s longstanding leadership position in the market and is representative of our approach to align to client needs by focusing on key market trends around cloud, analytics, digital transformation, and security.”

For more information on Xerox managed print services, visit the company here.

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