For managed print service providers, decreasing print volumes means that some are looking to diversify into providing other services, such as managed IT, to ensure they can keep customers and that revenues don’t drop. But how can they diversify effectively and bring the revenue they desire?
For managed print services (MPS) providers, declining print volumes has been a reality for many years and has meant adaptation is required to continue to grow revenue. For an increasing number, moving into managed IT services is a viable way to achieve that.
Louella Fernandes, CEO of Quocirca, notes that Quocirca’s MPS Market Landscape Study 2025 found that 45% of organisations using MPS consider managed IT services expertise to be very important when selecting an MPS provider, compared to 36% in 2024.
“There is certainly an appetite from UK organisations in particular (61%) for managed IT services capabilities from their MPS providers, but we are seeing mixed success in this as not all providers have the depth, scale or consistency of managed IT services required to meet customer expectations,” she adds.
Nathan Charles, head of customer experience at OryxAlign, also sees a clear shift towards MPS providers providing IT services. “Many MPS providers today see print as only one part of an increasingly wide range of technology-related services,” he says.
“Clients are placing greater expectations on providers to support the wider endpoint estate, from device management and security through to user experience in hybrid environments. That is pulling MPS providers closer to core IT operations, where they already have a footprint but not always the capability. Transitioning into managed IT represents a natural progression for many MPS providers who wish to remain commercially viable and further solidify their position with their customers.”
Stuart Miller, partner channel director at Canon UK & Ireland, adds that as organisations operate in increasingly digital and hybrid environments, there’s growing demand for greater visibility and control over information and document processes. “Especially when it comes to compliance, businesses are looking for support from trusted experts,” he adds.
“Print is an integral part of wider digital workflows, and a shift into IT service is a natural evolution of the support partners already offer businesses. MPS providers are already supporting document management, automation and information flows across the organisation’s print network.
“Broadening this support beyond hardware is the next step in partners’ relationships with customers, where they can apply knowledge of print and document needs into streamlining and integrating wider digital workflow.”
Advantages
There are various advantages for MPS providers to move into managed IT services. “It allows providers to reposition themselves within their clients’ businesses,” says Nathan. “Instead of being tied to a single function like print, they become part of wider operational and strategic discussions as organisations look to consolidate around fewer, single-supplier partners. That shift increases relevance, opens new revenue streams and creates opportunities to deliver more integrated, long-term solutions.”
Louella sees the advantages as creating deeper customer relationships, recurring revenue and reduced exposure to falling print volumes. “Ultimately, MPS providers already have a foot in the door for their customer’s infrastructure and must build on this,” she says.
“Additional recurring revenue can increase overall valuation of channel businesses. Specialised IT services such as cybersecurity and cloud service provision can be more profitable. By supporting the IT stack beyond print, an MPS provider becomes a critical partner, prompting better client retention as IT services are seen as more of a strategic investment compared to print.”
Stuart adds that it allows partners to support broader business needs and deliver more value across physical and digital workflows, while diversifying revenue streams. “As organisations look to improve productivity and streamline operations, they’re increasingly seeking partners that can provide joined-up support across devices, documents and IT environments,” he adds.
Making the move
For MPS partners, the move into managed IT services is a natural evolution rather than a complete shift, Stuart says. “Traditionally, MPS has focused on print infrastructure, with only limited involvement in wider IT environments,” he says. “Today, customers are looking to their trusted print partners for greater support around document security, visibility, compliance and workflow efficiency.
“Many MPS partners have already upskilled to deliver document and workflow solutions that integrate with customers’ existing IT infrastructure. Building on this foundation, a growing number are now expanding further by investing in managed IT services and supporting infrastructure.
“While this transition requires additional skills, tools and support models, it allows partners to offer more value-led, cost-effective solutions tailored to customer needs, from document management through to full managed IT. As a result, the shift is well underway and presents a strong growth opportunity for MPS partners willing to invest.”
But making the leap is not always easy. “It’s challenging because it exposes gaps that don’t exist in traditional print models,” says Nathan. “Managed IT is continuous, high-stakes and deeply technical. It requires structured service delivery, defined escalation paths and the ability to manage risk in real time.
“What really changes is the level of accountability. In print, support is often reactive and device-focused. In IT, providers are expected to run always-on service desks, meet strict SLAs, proactively monitor environments and take on responsibility for cybersecurity and incident response.
“Many organisations find that what worked in print, such as lean teams and reactive support, has to be significantly redesigned when it is applied to IT.”
Common pitfalls
Indeed, this is just one of the common pitfalls that MPS providers making the move need to be aware of. “Making the transition is not straightforward,” says Louella. “Pitfalls include skills and capability gaps – managed IT demands deep expertise in areas such as networking, security, cloud, service desk operations, for example – and recruiting this talent is expensive and competitive.
“Customers may trust an MPS provider with print but remain sceptical of their IT expertise, especially in more strategic or mission critical areas. Providers often underestimate how long it takes to build trust and a track record in the IT services market.
“Moving towards an IT services-focused model demands the development of new delivery models and fundamental changes to organisational structures. These changes require substantial investment, both financially and culturally. MPS providers must establish a clear and focused roadmap for this transformation, rather than attempting to offer all things to all customers.
“To date, MPS providers that have succeeded in transitioning to an IT services model have typically enhanced their offerings with specialist expertise, particularly in areas such as cybersecurity and workflow automation.”
Stuart says that one of the most common pitfalls is underestimating the shift from device-led services to a broader, IT aligned offering. “This can quickly expose gaps in technical capability, service delivery models and customer support expectations,” he says.
“These challenges can be avoided through targeted investment in skills, tools and partners, alongside adopting a more integrated, insight-led approach to customer conversations. By taking a holistic view of the customer’s IT ecosystem, MPS partners can demonstrate credibility beyond the print environment and clearly articulate how their services support wider business outcomes, such as security, compliance, productivity and cost control.”
Nathan notes that another common issue is underinvesting in cybersecurity, which now sits at the heart of any credible IT offering. “The best way to avoid these problems is to build depth before breadth, focus on doing a smaller number of services well and make sure sales stays aligned with what delivery can actually support,” he says.
Continued growth
It is anticipated that the number of MPS providers moving into managed IT services will continue to grow over the next 12-18 months. “Quocirca’s MPS Market Landscape Report 2025 found that 48% of IT decision-makers already use a single provider for MPS and managed IT services, with a further 37% open to doing so,” says Louella.
“However, 43% are concerned about costs, while 37% are worried that MPS and managed IT engagements have different implementation cycles, and 34% are concerned about brand reputation in the IT market.
“Ultimately, customers are open to using a single provider, but it is not a simple transition for traditional MPS providers. It requires investment in skills, training, and new business models, which not all providers are in a position to undertake. This means they may be reliant on acquisitions or vendor support.”
Stuart adds that as expectations around speed, efficiency and control continue to grow, organisations are increasingly looking for solutions that provide more proactive service delivery to match the ever-changing demands on the digital workspace. “Technologies such as automation, cloud-based platforms and self-service tools are enabling businesses to manage services more effectively, creating new management and compliance challenges, which partners are well placed to capitalise on,” he says.
But while Nathan anticipates growth, he warns it won’t be even. “More MPS providers will move into managed IT, driven by pressure on print revenues and demand for integrated IT support. However, not all will succeed,” he warns.
“Clients are becoming more selective, placing greater emphasis on proven delivery capability, security maturity and consistency. Those that invest in the right skills, tooling and operational structure will gain traction, while others may struggle to compete.”
