Managed Document Services Security, Governance, Outsourcing. secure. control. manage

Transcription

1 Managed Document Services Security, Governance, Outsourcing secure control manage

2 outsource optimize govern Ricoh Managed Document Services (MDS) According to IDC research, centralized control and management of output infrastructure can provide customers with 15% to 30% annual savings. Ricoh Managed Document Services (MDS) transforms infrastructures and allows organizations to deliver the right information at the right time in the right form all while saving significant amounts of money. Ricoh MDS is a global service that goes way beyond printing. We can help you improve your document workflow and related processes as well as manage and optimize your document infrastructure. We can identify opportunities to reduce your total cost of operations, leverage your IT investments, secure your data, and provide a single point of contact for all of your IT needs. Outsourcing the management of your printing infrastructure with Ricoh MDS enables your IT staff to work on more critical business areas and projects. Benefits can include: Decreased and controlled document-related expenses (up to 30% according to industry analysts) Reduced help desk calls Single point of contact for multiple vendors Improved business processes Increased productivity Reduced waste

3 Outservicing Ricoh delivers MDS through a unique Outservicing model. Outservicing is a continuous and collaborative journey that includes deploying proven Business Process Optimization (BPO) and sustainability strategies. We ensure a successful and profitable transformation through expert application of a Change Management methodology designed to identify, measure and change costly end user practices. As a result, we help your organization achieve sustained savings, a truly green information infrastructure and more agile operations by: Managed Document Services Portfolio Our service begins with a current state assessment of your output environment and continues with the solution design of a metrics-based future state. We then lead the transformation from your current state to an ideal output environment and collaborate with your senior leadership to drive ongoing improvements and continuous optimization. Optimizing your fleet and leveraging existing IT investments Streamlining your business processes to enable shorter development and time-to-market cycles Facilitating your organization to be more responsive to change, giving you the edge over your competition Reducing your total cost of IT ownership and operations so you can redirect your savings toward strategic business investments The MDS Manage phase plays a critical part in helping your company maximize your investment in document management across your enterprise. Ricoh can provide these services: Improving your document and data security significantly Fleet monitoring and reporting Dedicated on- or off-site fleet and service management Service desk integration Automated consumables ordering Business and document process optimization Continuous fleet performance improvement Change management strategies and services Service level performance reporting Ricoh s MDS portfolio includes a series of tailored IT services that are configured to create a globally cohesive, uniform and robust set of on- or off-site offerings that meet your specific business objectives. IDC s 2010 MarketScape Report positions Ricoh in the leaders category for Managed Print Services Offerings and Strategic Direction. Ricoh was positioned as a Leader in the Gartner Magic Quadrant for Managed Print Services Worldwide, Ken Weilerstein et al, September 22, 2010.

4 Ricoh MDS ITIL align MDS and ITIL Aligning Best Practices IT departments everywhere are assigned the job of managing data from capture and storage, to archiving, retrieval and output. To ensure effective data management, many technology groups follow the best practices documented in ITIL (Information Technology Infrastructure Library), a globally-recognized IT approach to service management. Ricoh has incorporated ITIL standards into our service level management practice to provide a methodical approach to delivering IT service and solutions. By design, Ricoh s MDS phases align with the service elements within the ITIL framework. The result is a close partnership between Ricoh and IT working together to move your organization toward a common goal of continuous improvement. Tools to Effectively Manage your Output Environment We have proven technologies including integrated backend databases and powerful front-end tools, such as the webbased TRAC Solution for seamless management and maintenance of multi-vendor equipment. Ricoh can also provide Service Desk System Integration Project Management. The TRAC Solution is a centralized system that can: Monitor service requests Initiate, track, and resolve trouble tickets Manage service level agreements Simplify space and move planning Automate asset tracking and management Secure visitor processing Centralize copy management and workflow Control mailroom operations

5 Leveraging your SharePoint Investment Ricoh s goal is to provide businesses with an efficient, long-range, user-friendly solution to manage the lifecycle of business records on the SharePoint Enterprise Content Management platform. Ricoh will help you: J J Leverage Microsoft SharePoint for the most scalable technology platform Enhance day-to-day business efficiencies and operations including information security Search millions of files in seconds, reducing the time spent browsing folders for files View, annotate and automate documents quickly Reduce IT administration by utilizing one technology platform Launch an IT solution and expand capabilities in a modular fashion Secure and comply with your business rules Ricoh teams up with KnowledgeLake to extend the native capabilities of SharePoint for solving today s complex document problems. KnowledgeLake s solutions are fully compatible with Microsoft Office SharePoint Server (MOSS) 2007 and Windows SharePoint Services (WSS) 3.0. Closing the Consumption Gap with Change Management As technology gets more and more complex, many organizations are not realizing the full benefit and value of their IT investments because a solution is too difficult to use or employees haven t been properly trained to use it. This is commonly known as the Consumption Gap. In a 2009 study conducted by TSIA, only 14% of enterprise software deployments were rated as very successful by the company IT executives who owned them. Of these executives, 12% rated themselves as not very successful and 74% as only moderately successful. 1 Ricoh recognizes that when a new way of doing things is introduced, people s acceptance is the critical element to adoption and long-term success. Members of Ricoh s MDS teams apply Prosci s Change Management methodologies to ensure your employees are informed of the need for change, and how it will make their jobs easier and more effective. Our Change Management services can help: Reduce the risk of IT implementation Increase the rate of new process and technology adoption Improve efficiency, security and organizational flexibility Decrease overall project costs Drive increased profitability and continuous improvement Close the consumption gap Let Your IT and Network Operations Staff Concentrate on What They Do Best The shortage of talented IT staff means you re incurring significant costs for operations staff to manage documents, devices and consumables. What they should be focusing on is optimizing your IT investment to better meet your business objectives thinking upstream. Ricoh s MDS will enable them to do just that. Ricoh can proactively monitor and manage your document management and output infrastructure. Instead of responding to fire drills, tasks that need to be completed can be scheduled, allowing your staff to focus on what they do best using their IT knowledge to help your organization meet its goals. 1 Source: TSIA/Neochange/Sand Hill Group. Q IT Success Survey

6 Outsourcing Doesn t Have To Mean Out of Control Ricoh works with you to understand just how much control you want to maintain over your document security and management processes. We ve worked with many companies facing similar challenges. Our range of services are delivered based on your needs and you can have as much oversight and control of the process as you desire. Ricoh Network Support Services Your Single Source for Complete National or Local IT Services and Support Ricoh Teknoforce delivers expert technical assistance and network support with nationwide coverage for any size organization in any industry. We offer a single source for all your IT service needs, whether you are building a network from scratch or looking to improve IT performance. Ultimately, Ricoh Network Support Services enable you to offload timeconsuming tasks, ensure high network uptime and security, and take a more proactive approach to upgrades, maintenance, and issue resolution. Our support services include the following: Teknoforce Proactive Services Improve the health of your network and your employees productivity by ensuring peak performance of your IT infrastructure, reducing network risk, improving network security, and ensuring data availability, 24 hours a day, seven days a week. Benefits include the following: Executive Summary and Network Health reports and analysis Automated remote monitoring and maintenance of all servers and workstations Server and Workstation optimization Anti-virus, security and software patches Remote desktop tools Responsive Support On-demand IT support available to answer your call, anytime Enables your organization to supplement the capacity of your IT department Supports smaller businesses leveraging professional IT skills and services Network Monitoring Our Managed Services Operations Center (MSOC) features multi-tiered redundancies for the network, power, security and monitoring systems IT and security specialists protect your network infrastructure with round-the-clock coverage utilizing the latest tools and technologies Specialists handle over 76% of IT issues remotely without having to dispatch a technician, saving you time and money Small Business Suite Small and medium-sized businesses want the same document management capabilities as larger enterprises. To grow and thrive, you need robust and compatible IT systems and sophisticated applications. Powered by IBM Lotus Foundations servers and managed by Ricoh Teknoforce professionals, the Ricoh Small Business Suite delivers everything small and medium-sized businesses need to collaborate productively while cost-effectively improving security and reliability. Voice Over IP (VoIP) Integration The integration of voice and data is a necessity in today s digital world; however, the cost of connecting two or more offices for both phone (voice) and data can be cost prohibitive. Partnerships with leading VoIP providers enable Ricoh to provide simple, scalable, reliable communication solutions for any size business. Service Desk support On-site services Predictable, fixed monthly fee

7 collaborate Large Enterprise Solutions Ricoh Network Support Services is staffed by over 1,700 expert IT engineers, with over 2,000 combined certifications, and offers a unique, cost-effective solution for large organizations, providing: National service coverage Proven IT services expertise Comprehensive portfolio of remote and on-site services Additional IT capacity available to you on short notice If you want to spend less yet achieve higher fleet up-time, improve information security, and overcome IT issues faster, please contact your local Network Support Engineer. us at info@ricohteknoforce.com or call us at FORCE. Multi-vendor Service and Management Capabilities Ricoh can act as your Single Point of Contact (SPOC) for all output devices, including non-ricoh units. Our trained technicians will provide service to select 3rd party output devices, such as Hewlett Packard and Lexmark printers. For other output devices, Ricoh will manage the vendor relationship to ensure consistent service levels across your entire fleet. As an additional option, Ricoh can also provide on-site service desk functions with full-time, dedicated employees who work in collaboration with your organization s existing help desk. Ricoh can: Manage your supplies, service and vendor relationships efficiently Provide reporting and timely access to enterprise information Deliver on- and off-site services We have service relationships that can provide IT, procurement, and logistical services no matter where you are located. And because these relationships are managed by Ricoh, you can rest assured that service levels are maintained and consistent with the high standards you have come to expect from Ricoh.

8 Data Management From Start to Finish Ricoh MDS can help your company create documents and securely manage them through their entire lifecycle. The process will be seamless no matter the media or format, whether the data is structured or unstructured, and regardless of the software used to create the documents. A carefully thought-out plan optimizes the business value of each document to your business processes and ensures the effectiveness of your staff every minute of the day. Security and Technology Capabilities Ricoh offers a portfolio of technologies and professional services that take document and data protection to an entirely new level. Our depth of experience and breadth of expertise means you can be confident that your existing compliance efforts will not be compromised. Our multi-layered security includes secure document printing, file encryption, removable hard drives and other techniques to support information security and regulatory compliance initiatives. From authentication to managed security, to accounting and auditing, we can secure your documents at every point in your network. As part of your overall security policy, Ricoh MDS can address business requirements across your entire enterprise with best-in-class security practices including: Accounting and cost recovery Auditing Authentication Managed security Monitoring and reporting Smart card technology Random Access Memory (RAM) Many Ricoh multi-functional products (MFPs) and printers use Random Access Memory (RAM) instead of a hard drive for document processing. This means that document images are not stored on a hard drive and are not available for retrieval. Benefits include: Erasing all images automatically when your Ricoh multifunction product (MFP) or printer is powered down Ricoh s Optional DataOverwriteSecurity System (DOSS) DOSS automatically overwrites data from the hard drive of your Ricoh MFP after each job is completed data is destroyed to make recovery virtually impossible. Provides two (2) methods for overwriting hard drive data Event Driven and Overwrite All: 1. Event Driven mode destroys copy, print and scan data immediately after each job is processed 2. Overwrite All mode overwrites the device s entire hard drive, including stored documents Uses technology based on U.S. Department of Defense (DoD) and National Security Administration (NSA) overwrite methodologies Validated with ISO Certification to Evaluation Assurance Level (EAL) 3 for selected DOSS options 2 2 DOSS must be installed on the MFP or printer at the customer s location for ISO compliance. Encrypt Valuable Information with the Ricoh Hard Drive Encryption Option Benefits include: Helping keep information typically stored on Ricoh MFP or printer from being viewed, even if the electronic data or devices are stolen Encrypting device information rather than destroying it, enabling only authorized users to access the data they need Working in conjunction with the Ricoh DOSS solution for even greater MFP and printer hard drive security Exceptional Network Security Ricoh offers a range of current network security solutions that enable you to authenticate users, encrypt network communications and close unused network ports. Benefits include helping to: Prevent hackers and other malicious parties from gaining access to networks, servers, output devices and data Control access to MFP and printer output (hold for the authenticated user) and restrict access to documents, databases, scanners, and other assets Enabling MFPs and printers to be used with confidence even for jobs involving highly proprietary information

9 Compliance Solutions Ricoh offers a wide array of compliance solutions applicable to: Sarbanes-Oxley Act (SOX) Health Insurance Portability and Accountability Act (HIPAA) Software as a Service Ricoh s Software as a Service (SaaS) offering provides businesses with a powerful document management solution at a fraction of the cost of traditional server-based solutions. Ricoh s SaaS model can: Gramm-Leach-Bliley Act (GLBA) Eliminate large upfront investments in software, hardware Customs-Trade Partnership Against Terrorism (C-TPAT) and IT support Federal Information Security Management Act (FISMA) Additionally, Ricoh service teams are certified to comply with C-TPAT, ISO and Sarbanes-Oxley. Ricoh Partnership Strength Our acquisitions and joint ventures with several leading companies in the IT industry have ensured an extensive range of best-in-class document management and print solutions, as well as geographical service and support coverage. Improve document security, regulatory compliance and business continuity Provide seamless integration with Ricoh multi-functional products and printers Consolidate paper and electronic documents in a secure environment for storing, managing and sharing via the Internet Reduce the need for hard copy files, minimizing paper and ink consumption Ricoh and IBM Global Strategic Alliance IKON, Savin, Lanier and Associated Business Systems (ABS) acquisitions InfoPrint Solutions Strategic Global Alliance Partners Ricoh s extensive IT integration capabilities can: Leverage your organization s existing technology investments to maximize Return on Investment (ROI) Bridge the gap between paper-based documents and your existing Enterprise Resource Planning (ERP), Enterprise Content Management (ECM), and Customer Relationship Management (CRM) Systems Ricoh Global Services: Integrated Document Solutions on a Worldwide Scale Regardless of your specific priorities, large global organizations face a separate challenge when it comes to deploying solutions. Achieving consistent solution delivery on a truly global scale is difficult. Finding ideal business partners is one of your most critical challenges when developing business operations across borders. With Ricoh you get: J J Consistency With offices in every corner of the world, Ricoh Global Services provides a consistent platform for integrated Managed Document Services solutions J J Vendor Management Ricoh s MDS teams will remove the burden from your staff from having to manage individual vendor relationships, performance assessments, contracts, and pricing or procurement at the local level so they can focus on their core competencies J J Proven Provider Ricoh Global Services offers documented success in global solution delivery, service and project management

10 green Sustainability and the Total Green Office Solution As a leader in the field of document processing environmental initiatives, Ricoh continues to develop more sustainable technologies. Go Green Ricoh Recognition Environmental Memberships & Awards Investigating how day-to-day habits impact the environment is rapidly becoming a top priority for every industry. Ricoh s premier MDS program can help you change your printing habits and put processes in place to reduce energy and waste in every aspect of your output environment and includes: Ricoh is a UN Global Compact member company in Japan since April 2002 Ricoh was named as one of the 100 World s Most Ethical Companies by the Ethisphere Institute for the second year in a row Software solutions for fleet consolidation and energy optimization Ricoh is a board member company of World Environment Center (WEC) and 2003 winner of the Gold Medal for Green technology for energy efficiency, waste reduction and pollution prevention International Achievement in Sustainable Development ( Electronic workflows to reduce paper consumption Print policies to enforce duplex printing, toner saving mode and other environmentally-friendly features SRI Index: Dow Jones Sustainability Index for 7 consecutive years FTSE4 Good Global Index for 6 consecutive years Toner container recycling programs Designated Ricoh recycling centers throughout the U.S. and Canada receive end-of-life products that are securely demanufactured and kept out of landfills Global 100 Most Sustainable Corporations in the World for 6 consecutive years ( Learn more We invite you to learn more about Ricoh Managed Document Services. To get started, please contact your Ricoh sales consultant or visit solutions/mds/managed_document_services.aspx Bringing Ricoh Value to Your Organization Ricoh technology offers a diverse portfolio of solutions to help your organization stay competitive and move ahead. Let Ricoh show you how to empower your business to improve critical processes, keep information secure, ensure compliance and promote environmental sustainability while reducing the total cost of ownership. Ricoh Americas Corporation, Five Dedrick Place, West Caldwell, NJ Ricoh and the Ricoh Logo are registered trademarks of Ricoh Company, Ltd. All other trademarks are the property of their respective owners. The only warranties for Ricoh products and services are as set forth in the express warranty statements accompanying them. Nothing herein shall be construed as constituting an additional warranty. There are no guarantees that you will achieve cost saving results similar to those disclosed in this brochure. Ricoh does not provide legal, tax, accounting or auditing advice, or represent or warrant that our products or services will guarantee or ensure compliance with any law, regulation, or similar requirement. Customer is responsible for making the final selection of products, solutions and technical architectures, and for ensuring its own compliance with various laws such as the Gramm-Leach-Bliley Act, the Sarbanes-Oxley Act and the Health Insurance Portability and Accountability Act (HIPAA). The Magic Quadrant is copyrighted 2010 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

11 Asset Management powered by TRAC Solution TM AUTOMATE / Asset Tracking and Management Industry estimates suggest that most companies don't know the actual location of 10 to 15 percent of these fixed assets. Indeed, for today s distributed enterprises, tracking and managing assets is difficult. Yet, in the face of increasing compliance requirements and audits, effective asset management is more important than ever. QUESTION: How can you help ensure that you have a firm handle on each asset s value, location and condition, as well as any associated service agreements? ANSWER: Asset Management powered by TRAC Solution. Disparate, decentralized systems aren t likely to deliver fast, efficient support. Instead, you need Asset Management powered by TRAC Solution. This web-based tool is designed to be simple to learn and easy to use. It s delivered via an Internet, SaaS based model, so there s no need to buy or maintain software or supporting hardware. And, most importantly, it delivers centralized access to an online inventory, including location and utilization of each asset. By giving you a single, centralized source for information, this tool can help simplify and enhance asset management. Using Asset Management powered by TRAC Solution, you can enjoy secure, web-based access to: n An asset inventory customized to your requirements, n Contract information and management tools, including automatic status notifications, n A single source for meter readings and reports, and n Equipment utilization analysis capabilities. Software-as-a-service (SaaS) is a model of software deployment where an application is hosted as service and provided to customers through the internet. By eliminating the need to install and run the application on your own computer, SaaS alleviates your burden of software maintenance, ongoing operation and support.

12 Asset Management powered by TRAC Solution TM RICOH Global Managed Document Services (MDS) What is Managed Document Services? Ricoh s Global Managed Document Services (MDS) is a series of service offerings focused on all aspects of a client s document output environment. Services involve developing, monitoring, consolidating, controlling and optimizing the printing and imaging infrastructure. TRAC Solution An important part of RICOH S success is our customer service methodology, which we call Service Excellence. One of the many tools we use in the Global MDS initiative is the TRAC Solution. The TRAC Solution is an easy-to-use, web-based reporting tool empowering us to efficiently manage people, space, assets, maintenance activities, and other office functions. There is no software to load or other requirements; your internet connection ensures that your projects are always available to you. Asset Management powered by TRAC Solution is designed to centralize and simplify all of your asset information. So you can improve tracking and monitoring and streamline audit activities all while avoiding unnecessary costs. Improved Office Efficiency n With a centralized repository of asset data, you can reduce the time required to search for and update information. n Increase accountability and reduce lifecycle costs by assigning and managing asset ownership. n Help reduce the need for write-offs by more effectively tracking asset location and depreciation. Reduced Operating Costs n Proactively manage and renegotiate contracts. n Analysis of equipment utilization enables you to optimize usage and avoid unnecessary expenses. Asset Management is one of several modules within the TRAC Solution. Available individually or in various combinations, these modules offer comprehensive enterprise management support. TRAC Solution empowers enterprise management teams and the IT and telecommunications professionals they work with to more efficiently and effectively manage people (including employees and visitors), space, assets, maintenance activities and office functions (such as copy, mail and fax). You can integrate Asset Management with Space Management and Move Management to view and manage the details of the assets you move within the organization. Ready to automate asset tracking and monitoring? To learn more about how Asset Management powered by TRAC Solution can deliver results for your organization, talk to your sales representative today. n Support more accurate accounting by tracking asset costs by department or user Ricoh Americas Corporation, Five Dedrick Place, West Caldwell, NJ Ricoh and the Ricoh Logo are registered trademarks of Ricoh Company, Ltd. All other trademarks are the property of their respective owners.

13 Intelligent Device Monitoring powered by TRAC Solution TM MANAGEMENT / Intelligent Device Monitoring Companies produce up to 4.3 trillion pages from output devices including copiers, printers and multifunction systems. Even so, many organizations fail to accurately track the costs associated with these devices. Monitoring and capturing device information is the vital first step to taking control of fleet costs,. QUESTION: How can you identify the number of hard-copy devices in you organization? And once you understand your environment, how can you manage capacity utilization, balance your fleet and reduce associated costs? ANSWER: Intelligent Device Monitoring powered by TRAC Solution. Software-as-a-service (SaaS) is a model of software deployment where an application is hosted as service and provided to customers through the internet. By eliminating the need to install and run the application on your own computer, SaaS alleviates your burden of software maintenance, ongoing operation and support. With Intelligent Device Monitoring powered by TRAC Solution, the system communicates directly with your organization s output devices. It proactively gathers device and output data facilitating centralized reporting and analysis. Ricoh uses that analysis to help you achieve a balanced deployment that maximizes utilization and productivity. This web-based tool is also simple to learn and easy to use. Ricoh delivers it through a SaaS, Internet-based model, so there s no need to buy or maintain software or supporting hardware. Using Intelligent Device Monitoring powered by TRAC Solution, you can access your mixed fleet private MIB (Management Information Bases) to provide: n Meter reads for black/white and color output n Consumable utilization n Output device error alerts n Reporting on all data Intelligent Device monitoring powered by TRAC Solution communicates directly with your output devices monitoring device usage, consumables and service data in real time.

14 Intelligent Device Monitoring powered by TRAC Solution TM RICOH Global Managed Document Services (MDS) What is Managed Document Services? Ricoh s Global Managed Document Services (MDS) is a series of service offerings focused on all aspects of a client s document output environment. Services involve developing, monitoring, consolidating, controlling and optimizing the printing and imaging infrastructure. TRAC Solution An important part of RICOH S success is our customer service methodology, which we call Service Excellence. One of the many tools we use in the Global MDS initiative is the TRAC Solution. The TRAC Solution is an easy-to-use, web-based reporting tool empowering us to efficiently manage people, space, assets, maintenance activities, and other office functions. There is no software to load or other requirements; your internet connection ensures that your projects are always available to you. Intelligent Device Monitoring powered by TRAC Solution monitors output devices, consumables and service data in real time. With complete, accurate data, your organization can more effectively manage devices while reducing costs and improving productivity. Improved Efficiency and Productivity. Reduced Costs. The Intelligent Device Monitoring tool automatically discovers output device data. It then presents this data in the system dashboard and report pages enabling accurate analysis of utilization and costs. With this data, Ricoh experts can review your print environment and collaborate with you to rationalize and balance your document output infrastructure. Benefits n Reduced printing expenses n Printing and copying expenses on a single invoice for greater visibility and control n The right devices in the right locations enabling improved productivity n On-site printer support, leading to fewer IT helpdesk calls n Quarterly meetings to review usage and drive continual improvement Intelligent Device Monitoring is an integral element of the Asset Management module within the TRAC Solution. Available individually or in various combinations, the TRAC Solution modules offer comprehensive enterprise management support. TRAC Solution empowers enterprise management teams and the IT and telecommunications professionals who support them to more efficiently and effectively manage people (including employees and visitors), space, assets, maintenance activities and office functions (such as copy, mail and fax). You can integrate Asset Management (Intelligent Device Monitoring), Service Request and Inventory to view and manage the details of output devices within your organization. Ready to implement a more effective approach to monitoring your output devices? To learn more about how Intelligent Device Monitoring powered by TRAC Solution can deliver results for your organization, talk to your Ricoh representative today Ricoh Americas Corporation, Five Dedrick Place, West Caldwell, NJ Ricoh and the Ricoh Logo are registered trademarks of Ricoh Company, Ltd. All other trademarks are the property of their respective owners.

15 Service Request Management powered by TRAC Solution TM MONITOR / Service Requests Every enterprise wants to maximize the utilization and ROI of facilities and equipment. But keeping those investments in tip-top shape is no small task. Limited resources can easily be consumed with managing ongoing service requests especially if you re using manual logs and spreadsheets. To optimize equipment utilization and operational efficiency and costs, you need an automated process for initiating, tracking, reporting and analyzing service requests. QUESTION: How can you take control of service request management improving the results you deliver while reducing the associated time and expenses? ANSWER: Service Request Management powered by TRAC Solution. Software-as-a-service (SaaS) is a model of software deployment where an application is hosted as service and provided to customers through the internet. By eliminating the need to install and run the application on your own computer, SaaS alleviates your burden of software maintenance, ongoing operation and support. Using Service Request Management powered by TRAC Solution, you can centralize and automate the process of submitting, receiving, tracking and reporting requests for equipment and building services. This web-based tool is simple to learn and easy to use. It s delivered via an Internet, SaaS based model, so there s no need to buy or maintain software or supporting hardware. And, most importantly, it helps you manage and maintain your enterprise assets more efficiently and cost-effectively. This tool is designed to empower enterprises to help optimize performance and utilization while cutting administrative support costs. Using Service Request Management powered by TRAC Solution, you can enjoy secure, web-based access to: n Automated service request submission, authorization and validation, n Real-time status updates, as well as task lists and schedules, n A centralized repository of service request data, and n Reports on machine performance, equipment utilization, facility work orders completed, vendor service requests, and building service maintenance jobs.

16 Service Request Management powered by TRAC Solution TM RICOH Global Managed Document Services (MDS) What is Managed Document Services? Ricoh s Global Managed Document Services (MDS) is a series of service offerings focused on all aspects of a client s document output environment. Services involve developing, monitoring, consolidating, controlling and optimizing the printing and imaging infrastructure. TRAC Solution An important part of RICOH S success is our customer service methodology, which we call Service Excellence. One of the many tools we use in the Global MDS initiative is the TRAC Solution. The TRAC Solution is an easy-to-use, web-based reporting tool empowering us to efficiently manage people, space, assets, maintenance activities, and other office functions. There is no software to load or other requirements; your internet connection ensures that your projects are always available to you. Service Request Management powered by TRAC Solution provides a single portal for simplifying and centralizing the way you monitor service requests while helping to significantly reduce administrative costs. Improved Efficiency n A single environment for submitting, tracking and reporting on service requests provides controls and efficiencies helping enterprises improve management despite limited resources. n Self-service functionality allows employees to enter requests directly into the system increasing efficiency and accuracy. n Automated request authorization and validation helps ensure appropriate expectations. Streamlined Administration n Online access to an archive of service requests and a history of employee and asset changes gives you valuable data for identifying ongoing problems and forecasting future needs. n Simplifies tracking for audit, compliance and utilization reporting through a single system. Enhanced Communication n Users enjoy accurate, real-time information about job-specific tasks. n A centralized system provides everyone with up-to-date information reducing confusion and eliminating the need for multiple phone calls or s. Service Request Management is one of several modules within the TRAC Solution. Available individually or in various combinations, these modules offer comprehensive enterprise management support. TRAC Solution empowers enterprise management teams and the IT and telecommunications professionals they work with to more efficiently and effectively manage people (including employees and visitors), space, assets, maintenance activities and office functions (such as copy, mail and fax). You can integrate Service Request Management with Asset Management to view and manage the service of and details about your assets and with Copy Management to help centralize and automate your copy and production workflow. Ready to enhance the way you manage service requests? To learn more about how Service Request Management powered by TRAC Solution can deliver for your organization, talk to your sales representative today Ricoh Americas Corporation, Five Dedrick Place, West Caldwell, NJ Ricoh and the Ricoh Logo are registered trademarks of Ricoh Company, Ltd. All other trademarks are the property of their respective owners.

17 Inventory powered by TRAC Solution TM MANAGEMENT / Inventory Keeping up with toner and other consumables is easy when you have just one or two devices. But tracking inventory across an enterprise fleet quickly becomes complex. Without the right inventory tool, it can also be inefficient and expensive. QUESTION: How can you ensure adequate output device inventory levels while optimizing costs? ANSWER: Inventory powered by TRAC Solution. Inventory powered by TRAC Solution empowers you to centralize, streamline and automate inventory management. This webbased tool is simple to learn and easy to use. It is delivered as a SaaS, Internet based model, so there s no need to buy or maintain software or supporting hardware. And, most importantly, it helps you provide a balanced deployment maximizing utilization and productivity. Using Inventory powered by TRAC Solution, you gain unprecedented visibility into inventory, par and reorder levels. So you can order the right supplies at the right time and in the smoothest, most cost-effective manner possible. Software-as-a-service (SaaS) is a model of software deployment where an application is hosted as service and provided to customers through the internet. By eliminating the need to install and run the application on your own computer, SaaS alleviates your burden of software maintenance, ongoing operation and support.

18 Inventory powered by TRAC Solution TM RICOH Global Managed Document Services (MDS) What is Managed Document Services? Ricoh s Global Managed Document Services (MDS) is a series of service offerings focused on all aspects of a client s document output environment. Services involve developing, monitoring, consolidating, controlling and optimizing the printing and imaging infrastructure. TRAC Solution An important part of RICOH S success is our customer service methodology, which we call Service Excellence. One of the many tools we use in the Global MDS initiative is the TRAC Solution. The TRAC Solution is an easy-to-use, web-based reporting tool empowering us to efficiently manage people, space, assets, maintenance activities, and other office functions. There is no software to load or other requirements; your internet connection ensures that your projects are always available to you. Having the right consumables available at the right time requires a highly coordinated effort involving inventory forecasting, purchasing, management and systems. Inventory powered by TRAC Solution provides a single portal for centralizing, monitoring and managing output device consumables in real time. It enables effective management of your consumables helping drive reductions in consumable costs and improvements in efficiency and productivity. The Inventory tool provides a listing of all consumables, costs, purchase requests and vendor details. Detailed reports provide inventory order history, open purchase requests and reorder history. Inventory is an integral element within the TRAC Solution. Available in various combinations, TRAC Solution modules offer comprehensive enterprise management support. The solution empowers enterprise management teams and the IT and telecommunications professionals who support them to more efficiently and effectively manage people (including employees and visitors), space, assets, maintenance activities and office functions (such as copy, mail, and fax). Ready to implement a more effective approach to inventory management? To learn more about how Inventory powered by TRAC Solution can deliver results for your organization, talk to your Ricoh representative today Ricoh Americas Corporation, Five Dedrick Place, West Caldwell, NJ Ricoh and the Ricoh Logo are registered trademarks of Ricoh Company, Ltd. All other trademarks are the property of their respective owners.

19 General Services Administration Federal Acquisition Service Federal Strategic Sourcing Initiative: Acquisition Operations Division Print Management Services Proposal Page 1 ATTACHMENT 6 RECOMMENDED OPTIONAL TRAC SOLUTION We have proposed Web SmartDeviceMonitor as our monitoring and reporting technology because of the GSA s requirement for a server based solution. However, we believe the optimal solution to meet the GSA s needs is our web based, software as a service (SaaS) Trend Reporting, Analysis and Communication Solution (TRAC Solution ). For that reason, we are including it as an option for GSA consideration. We will be happy to discuss the advantages of TRAC further, on request. TRAC SOLUTION FLEET MANAGEMENT AND REPORTING TOOL Our TRAC Solution allows remote management of the GSA/agency fleet. Assuming that we have access to the agency s network and that all devices are connected to the network, TRAC will allow us to manage and control all devices from a central location, regardless of manufacturer. All assets will be monitored using the Intelligent Device Monitoring (IDM) module of TRAC, which uses an SNMP protocol to communicate with the machine information base (MIB) via the IP address of the device. The utility communicates only MIB data, including meter readings, low toner, paper jam and other functional repair alerts. These alerts are compiled on the TRAC dashboard, managed by our service delivery manager (SDM). The SDM alerts first responders via e mail (or text message to be more proactive), increasing uptime, enhancing process efficiency and improving service levels to end users. TRAC is a true enterprise management tool that gives tremendous command over multiple disparate systems and service environments. It will help the GSA/agency effectively manage its business, including service requests, authorizations, data validation, scheduling, task coordination, inventory levels, asset and item tracking, space planning, data sharing and reporting. The enhanced automation capabilities of TRAC will also help streamline specific business processes. TRAC is an Internet based software as a service (SaaS) application for facilities and services that contains a robust reporting system available real time and fully accessible to users with appropriate rights. No software needs to be loaded or supported, significantly minimizing GSA/agency IT involvement and capital investment. Internet access ensures that the data is always available, and multiple locations can be managed via a single system. TRAC maintains a robust hierarchy based on user log in names that allows users to view only job appropriate data. In addition to the following modules Confidential 2011 Ricoh Americas Corporation

20 General Services Administration Federal Acquisition Service Federal Strategic Sourcing Initiative: Acquisition Operations Division Print Management Services Proposal Page 2 included in our proposal, TRAC provides mail, copy, space, move, visitor and fileroom management modules: Asset Management This module provides a single point of access for information about the entire GSA/agency fleet. It allows us to monitor multiple devices from multiple manufacturers easily viewing a range of pertinent details. Currently, we use this module for asset tracking and reporting. Inventory Management This module gives us a clear view of the GSA s/agency s inventory and use of consumables (e.g., paper, toner). Because of its multivendor engine, TRAC provides visibility into the current inventory by device, department and manufacturer, providing us with reorder points, as necessary. Intelligent Device Monitoring TRAC communicates directly with the GSA s/agency s output devices to monitor and provide real time device usage, consumable usage and service information and to facilitate centralized reporting and analysis. Using this data, our experts can help the GSA/agency achieve a balanced deployment that maximizes utilization and productivity. TRAC provides a dashboard based on GSA/agency requirements, which includes a view of active consumable alerts, fleet mix, output mix and more. Our SDM will use the data in TRAC to view a complete asset report, which provides the foundation for fleet rationalization. Asset reporting capabilities includes total cost of ownership by device, over and underutilized devices, number of devices by type and more. Service Request Management TRAC provides a turnkey solution for managing service requests related to printers, copiers and MFDs. It integrates with our backend Oracle service dispatch system, so our technicians can quickly identify and address issues as they arise. It also provides twoway communication so that our SDM has up to date relevant information. Confidential 2011 Ricoh Americas Corporation

21 General Services Administration Federal Acquisition Service Federal Strategic Sourcing Initiative: Acquisition Operations Division Print Management Services Proposal Page 3 TRAC allows the GSA/agency unprecedented visibility and control over its enterprise fleet: Accurate Total Cost of Ownership (TCO) Data TRAC will make planning and budgeting for the fleet easier, with cost reports based on actual use and not just industry averages. Proactive Notices TRAC will keep the GSA/agency up to date on equipment warranty expirations, toner levels and other important milestones. Remote Monitoring TRAC will provide both the GSA/agency and our team with hourly and daily reports on urgent issues (e.g., paper jams, low supply levels). Business Intelligence TRAC will allow more powerful analysis, using reports that help rationalize equipment and consumables choices, and optimize business processes. Ricoh will require network access and a list of key operator e mail contact information and billing administrators, to facilitate key operator notification and route billing backup reports to the GSA s/agency s designated billing personnel. The GSA s/agency s centralized IT project designated contact will be tasked with providing access to the Internet for connection to our hosted data center. We will provide GSA/agency IT with detailed documentation required for certification of the network connection and any configuration of restrictions and timing on network transmission. The application is configurable to allow transmission and polling of network connected devices to be conducted during off peak hours for the GSA s/agency s network. Departments may also be required to provide us with designated key operator (and their backups if desired) contact information and e mail addresses to configure the application to deliver notifications that GSA may desire be sent to each key operator. Low toner, paper outages and other notifications that can be configured for hardware being off line will be negotiated, documented and configured. We assume some department involvement may be desired or a single point of contact with IT can also provide us with this data and configuration specifications. Confidential 2011 Ricoh Americas Corporation