The IT Factor by Marcelo Pacheco

Discussion paper | The IT Factor

The IT Factor How to boost strategic value across lines of business

Discussion paper | The IT Factor

Executive Summary For years, IT departments have dealt with escalating demand for higher-value services in the face of steadily shrinking budgets. There is an increasing pressure to evaluate and position strategic solutions for individual business units that can address diverse operational and compliance requirements.

Traditionally, many IT service management (ITSM) professionalsâ&#x20AC;&#x2122; strength has been in incident management, but in the office of the future, IT needs to play a more strategic role as an agent of change. This paper compiles insights and tools to help you foster strategic conversations with business stakeholders in key areas of impact, enabling you to demonstrate how focusing on security and compliance, mobility and document workflow can positively impact your organizationâ&#x20AC;&#x2122;s core business.

Discussion paper | The IT Factor

Introduction As the landscape of information technology evolves and lines of business become more integral to the IT solution decision-making process, it is important for IT executives to maintain open lines of communication with line-of-business managers. This paper is intended to help IT executives become aware of the benefits of implementing protocols rooted in the new style of IT to better enable lines of business to execute core business processes â&#x20AC;&#x201D; specifically in the areas of security and compliance, mobility and document management. These topics can be used to facilitate dialogue between IT and lines of business on common goals.

Key areas of impact: Security and compliance

Document workflow and management

Mobility

Discussion paper | The IT Factor

Focus area: Security and compliance

Discussion paper | The IT Factor

Security and compliance The cost of even one security breach due to unsecured printing of private information has the potential to be devastating. An incident like this could result in loss of competitive information, and employee or client ID theft, in addition to litigation and financial damage. Often equally detrimental may be the public relations disaster associated with a tarnished brand image or reputation. “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” – Warren Buffett

Security

$9.5M

average cost of a data breach2

The sophistication and consequences of attacks are increasing every year with 89 percent of breaches having a financial or espionage motive.1

DID YOU KNOW?

It is now absolutely necessary to use the latest tools to protect and monitor your HP print devices, data and documents for security purposes, as well as to satisfy the visibility and reporting necessary for proof of compliance to regulations. Protect your clients’ information by regularly reviewing security practices. A proactive approach can help you build client loyalty, effectively launch new technologies and defend against evolving threats.

Security breaches are expensive! In the United States, HIPAA-covered entities in the healthcare industry handed over some $23.5M to settle alleged federal HIPAA violations in 2016. And that doesn’t include state fines.3

Rise in open offices and hoteling increasing security risks According to the International Facility Management Association, 70 percent of U.S. offices now have an open design,4 which could make unclaimed documents more vulnerable than ever before. At the same time, workspaces have seen a rise in hoteling, or “co-working,” a concept that entails offering space to companies on an as-needed basis versus leasing or owning a designated office. Fiftyfour percent of North American companies have implemented or are planning to implement hoteling in the next year.4 If you have an open office filled with workers from various enterprises, individuals outside of your organization could have access to your sensitive documents.

Discussion paper | The IT Factor

Security and compliance Printers and multifunction peripherals (MFPs) are now highly intelligent computers in themselves. Often overlooked in an organization’s security protocols, these endpoints can be compromised in a variety of ways, from document and hardware theft to unauthorized changes to settings or use. To stay ahead of the threats, you need to make sure you’re doing everything you can to secure your print and MFP environment. The following steps are critical in gaining control of print security in your organization. • Assess the risks associated with your current print architecture and policies. Are users being authenticated when they scan or email documents outside the organization? Do busy workers leave sensitive documents on the output trays of printers or copiers? • Gain organizational commitment. The success of your security plan is critical to build awareness and secure buy-in from operations and your internal stakeholders. • Apply the framework for a secure solution. Once you have a more comprehensive understanding of the enterprise devices in use and the approval and resources you’ll need, it’s time to turn that information into a plan with a structured framework. Other resources Are your printers vulnerable to attack? Use the HP Secure Print Analysis tool to find out. Once you’ve completed the assessment, you’ll receive a checklist showing both fundamental and advanced print security protections in relation to the policies your organization has already implemented. Get started now HP JetAdvantage Security Manager can do the hard work of securing your print fleet so you don’t have to. The most comprehensive print security solution on the market, HP Security Manager helps you easily establish a fleet-wide security policy, ensure compliance and protect your workflow — all while safeguarding the information that keeps your company running. Learn more about HP JetAdvantage Security Manager

QUESTIONS TO FACILITATE THE CONVERSATION WITH BUSINESS LEADS: • What would the operational consequences be if the organization suffers a security breach related to employee information? • What would happen if this were client information? Would this cause a violation of corporate or government security regulations? • Are you aware of your role in ensuring our printing and imaging fleet is properly secured? - If so, how can you help us make certain that our fleet remains compliant as devices are added, moved or serviced? • How do we demonstrate compliance with our security policy? • Has a recent compliance or operational audit identified the need to track or archive printed, copied, or faxed documents or images? - If asked by an auditor or regulatory body, could you identify who had access to a specific document at various stages of a business process?

Discussion paper | The IT Factor

Focus area: Mobility

Discussion paper | The IT Factor

Mobility Expanding travel demands, increasing mobile workforces and corporate requirements to print certain documents are driving printing from tablets and smartphones, both in the office and on the road. Globally, end users access on average 3.1 devices for work.5 The merging of mobile devices and cloud services has revolutionized business productivity and innovation. We hold the power of communicating and computing in the palms of our hands, virtually anywhere, anytime. However, even the bestequipped mobile employees find themselves hunting down places to print while on the go. Also a challenge is the possibility that your information technology infrastructure was designed for a traditional workforce. It’s important to find a mobile solution that optimizes infrastructure, enhances device management and streamlines business processes. Other resources Help employees stay productive with effortless mobile printing from their smartphones, tablets and notebooks — while maintaining security policies and managing printer access — using HP Direct Print or HP Managed Mobile Solutions. For a cloud-based solution that gives your team the freedom to print from mobile devices wherever business demands — without accessing the corporate network — explore HP JetAdvantage mobile printing solutions.

Mobility

74%

of enterprise organizations either already offer or plan to offer a Choose Your Own Device (CYOD) program in the near future6

DID YOU KNOW? Mobile printing on smartphones and tablets has increased 26 percent and 21 percent, respectively, over the last three years.7

QUESTIONS TO FACILITATE THE CONVERSATION WITH BUSINESS LEADS:

Check out what’s possible with HP

• How many employees traveling between office locations need to print securely?

Get started According to Gartner Inc., these are the most important steps IT decision-makers should take in integrating mobile into their workplace strategy:8 1. Develop a vision for the future of your workplace, and create a consensus on how mobile plays a part in it. 2. Spend time as a team thinking about how a more mobile-optimized workplace could enhance your business’s core processes. 3. Design a flexible program that will guide your organization’s mobile strategies.

• From what applications on employees’ smartphones, tablets or other mobile devices will employees print? • Do we have a mobile print policy in place that takes into account the following considerations? - Productivity/ease of use

4. Revamp the way your team supports devices, apps and mobile services so that the entire enterprise is more productive and successful.

- Manageability

5. Make key stakeholders part of the process when formulating and implementing mobile policies and practices.

- Scalability

- Security - Cost/ROI • How does/would it positively impact our employees’ productivity if they could securely print via their mobile devices? • How would the provision of a more streamlined and secure mobile print environment impact how you serve your clients/customers?

Discussion paper | The IT Factor

Focus area: Document workflow and management

Discussion paper | The IT Factor

Document workflow and management Successfully delivering on business objectives in todayâ&#x20AC;&#x2122;s dynamic and global environment requires you to be able to unlock the value of information by making it accessible to the proper employees across the enterprise. The ability to make this happen has become harder, as increasing volumes of information and diverse formats make the enterprise more difficult to navigate and understand. In addition, there is more pressure to manage information, with growing numbers of regulatory requirements. When looking at the broad category of document workflow and management solutions, it is important to note that, although some categories may have relevance organization-wide, other categories may apply only to specific departments or business processes. The four primary areas are listed below:

Evolving workflows

33%

of CIOs in the G2000 will put digital transformation at the heart of their corporate strategy9

DID YOU KNOW? In a recent IDC study, 65 percent of those surveyed said that automating and optimizing collaboration, routing and approvals saved time, increased productivity and reduced errors.9 Content capture

Content management

Content retention

Content delivery

Content capture The first step in automating paper-based processes is to capture the document in digital format. This measure includes capturing incoming faxes, interoffice mail, client transactions and other ad hoc documents involved in your business processes. However, in many high-volume, repetitive workflows, simply scanning a document back to an employee email address is insufficient. The ability to extract key information from paper and digital documents can help you more efficiently classify and index content while also providing immediate access to information. Additional key benefits include automating high-volume, document-driven processes, which can improve accuracy and speed the process. A strong document capture and distribution system can help reduce operating costs and strengthen client and supplier satisfaction. Moreover, your employees can use these knowledge assets to work more productively. Better-organized content that is more accessible also makes compliance easier and reduces the risk of fines or other punitive actions by auditors and regulators. In fact, one of the main benefits of capturing documents into a digital format â&#x20AC;&#x201D; as soon as possible in the business process â&#x20AC;&#x201D; is to begin the audit trail. With increased scrutiny around regulatory compliance and corporate governance, it is crucial to be able to identify who initially scanned a document or group of documents, at what time and at what location, and who subsequently interacted with those documents throughout the business process.

Discussion paper | The IT Factor

Document workflow and management Content management Another important consideration is to find opportunities to automate your organizationâ&#x20AC;&#x2122;s routing, tracking and approval processes for electronic information. By using tools such as web-based workflow solutions to speed paper and electronic forms management, you can depend on a rules-driven framework to help create consistent, compliant and auditable processes. Such tools can help reduce human errors and automate everyday, manual tasks to make them work better for you. Once a document is captured into digital format, tools must be in place for employees to securely and efficiently search, retrieve and collaborate with that content so they can stay on top of evolving content, even on the go. Having the capability to quickly search and access the information needed increases productivity and improves resource allocation. These efficiencies can help you decrease costs while strengthening client loyalty through better response times. In addition, organizing and accessing documents and email from virtually anywhere, using any networked or web-connected device, helps facilitate seamless collaboration between teammates, partners and clients.

Content retention Most organizations realize the importance of classification, retention and scheduled disposal of data and records internally. A records management solution can help your organization gain a transparent view of your information and data, and enable the delivery of documents and files when, and where, they are needed. At the end of their useful life, obsolete data or documents can be deleted based upon rules defined by the organization and any other compliance concerns that need to be taken into account.

Content delivery Content availability has become ubiquitous in our society. Delivering content to employees and clients when they need it, where they need it and in the preferred format is a critical consideration when managing your data and document workflows. The key is to find a single solution for design through delivery of any type of document across the enterprise, regardless of complexity, variability or output channel. Such a solution includes fully customized, high-volume statements; bills and complex publications; on-demand marketing and self-service web applications; and personalized correspondence and proposals produced interactively by client-facing employees. Having the capacity to do all of this using a single software platform helps eliminate siloed document-creation systems, significantly reducing costs and ensuring consistency across all client communications.

Discussion paper | The IT Factor

Document workflow and management

QUESTIONS TO FACILITATE THE CONVERSATION WITH BUSINESS LEADS: • Where are current document-intensive processes, which could be adversely affecting revenue-generating or mission-critical business processes? • What costs are associated with inefficiencies in these core business processes? For example, how long does it take to recreate lost documents or content? What is the impact on the client relationship? What is the probability and severity of compliance implications? • Which manual document processing functions could be improved with increased accuracy and efficiency (e.g., interoffice mail, express mail, internal fax, email)? • How is the security of the information on documents being maintained at each step of the business process? Would an audit trail of who within the organization interacts with a document at various stages in the process be helpful? Should this audit trail be required? • Are we compliant with our organization, state and country laws for document storage? Are the costs associated with document storage becoming substantial (on-site and off-site)? • How long does it take for us to retrieve documents when requested by a customer, internal employee or auditor? How does this timing impact the business unit and organization as a whole? • How do we manage the retention and disposal of documents? How does this affect our ability to adhere to corporate policy and government regulations?

Discussion paper | The IT Factor

Document workflow and management Get started HP WORKSHOPS Being able to sort through major areas of potential impact within your organization, and prioritizing those areas, is key to recognizing improvements likely to have the most positive effect on your business. HP works with information technology teams and your lines of business to decide which workflows require immediate attention. Through an interactive workshop and whiteboard session, HP collaborates with your organization to uncover areas of concern within your business, and also to concentrate on the areas with the most impact. Business areas or processes can then be prioritized based on the following criteria: • Overall business value • Strategic alignment • Potential risk of implementing a new process Once the ranking of business areas or processes is accomplished, HP can help you drill down into specific current-state issues and identification of future-state improvements by engaging with you on a Workflow Needs Analysis. HP WORKFLOW NEEDS ANALYSIS The HP Workflow Needs Analysis (WNA) is based on Lean Six Sigma methodologies, designed to eliminate various forms of wasted activity from a client’s business process. The WNA is an initial step to identify, analyze and improve a current-state business process. The outcome of this analysis provides your organization with more information about these four areas: • Flow of a current business process • Identification of potential inefficiencies within the current-state process • Future-state recommendations • Potential improvements including but not limited to potential return on investment

To learn more, contact your HP representative.

Discussion paper | The IT Factor

Document workflow and management Core challenges and solutions by industry Every industry faces unique challenges. The following information is designed to provide your organization with actionable recommendations to improve those business processes, without the time or financial commitment of a lengthy consulting engagement. It includes examples of workflow processes, by vertical market, which could be a good place to begin the discussion:

Healthcare Business Process

Typical Challenges

Typical Solutions

ROI Potential with MPS Solution

Patient Admissions

Creating a secure, longitudinal health record

HP Distributed Workflow Solutions integrate with EMR

Save up to $28.90 in cost per patient10

HP Access Control pull printing and job accounting HP Patient Identification Color Printing Solution

Reduce the time spent on document-related tasks. Corresponds to an average saving of $12,057 annually for healthcare knowledge workers, including: • 33% error reduction • 42% reduced time searching/recreating • 35% paper reduction • 35% time reduction9 Improve meeting regulatory guidelines by 72%9 Save valuable space by consolidating up to five devices into one MFP11

Running a smooth healthcare organization relies on the seamless flow of critical information, automatically routed to where it needs to be at any given point. With documents arriving at healthcare providers from many different sources and in various formats, information management can be a labor- and paper-intensive job.

WHAT TO DO: Automate these paper-intensive workflows to help lower costs, reduce administrative burden and minimize the risk for human error. Automation also can help speed the delivery of the right information to the right place at the right time in the right format — improving the value of physicians’ decision-making tools at the point of care. Explore HP printing and workflow solutions for healthcare providers

Discussion paper | The IT Factor

Document workflow and management Financial Services and Insurance Business Process

Typical Challenges

Typical Solutions

ROI Potential with MPS Solution

Loan Origination

Increasing costs, regulations and competition from nontraditional financial institutions

HP Loan Origination Accelerator

Reduce the time spent on document-related tasks. Corresponds to an average saving of $9,948 annually across all industry knowledge workers. Saving costs in financial services specifically includes:

HP Claims Processing Accelerator

• 34% error reduction • 39% reduced time searching/recreating • 34% paper reduction • 34% time reduction9

Document and information workflows are the lifeblood of financial services firms. These organizations depend on their documents to drive new revenues and deposits through customer marketing, loan and transaction processing, as well as account setup/servicing.

WHAT TO DO: Transform paper-based workflows into increasingly automated, digital workstreams. Process automation reduces manual intervention, drives efficiency and increases scalability — without an increase in risk or cost. Enhance process transparency in order to improve reliability and properly detect and mitigate fraud and compliance risk. Browse HP printing and workflow solutions for financial services

Discussion paper | The IT Factor

Document workflow and management Higher Education Business Process

Typical Challenges

Typical Solutions

ROI Potential with MPS Solution

Student Admissions

Highly manual and paper-based, timeconsuming process

HP Education Application and Reduce processing time Admissions Accelerator Increase accuracy and response time Decrease risks associated with unsecure student records Lower storage costs

The pressure on educational institutions to deliver more timely, relevant and convenient information with fewer resources requires greater efficiency. Students expect a technology environment that allows mobility, flexibility and fast access to critical information, whereas teachers and faculty want an environment that enhances the teaching process and eliminates administrative burdens with fast and easy access to, and exchange of, information that accelerates research and facilitates collaboration.

WHAT TO DO: Digitize and streamline paper-intensive workflow processes from the head office to the library and from classrooms to the lab to reduce costs, meet compliance requirements and better serve students, faculty and administrative staff. Increase productivity by allowing users to digitally store and access critical information and improve outcomes where it counts most: enabling a smarter educational institution. Discover HP printing and workflow solutions for education

Discussion paper | The IT Factor

Conclusion Information technology is changing, and it is imperative that organizations work collaboratively to address key areas of impact of printing and associated workflows, such as in the areas of security, mobility, document capture and workflow. There are easy and cost-effective ways to help with the process and drive efficiencies in these core areas of impact. In particular, Managed Print Services (MPS) enables IT decision-makers to introduce these solutions to their organizations without bearing the burden of implementation and ongoing management themselves.

Learn more about HP Managed Print Services

Discussion paper | The IT Factor

Sources 1Verizon, The 2016 Data Breach Investigations Report, 2016. 2Ponemon Institute study, Sponsored by HP, “2016 Cost of Cyber Crime Study and the Risk of Business Innovation,” 2016. 3U.S. Department of Health and Human Services data. 4HP, “Office of the Future,” April 2015. 5HP, “Quantitative Research with WW End Users,” 2015. 6IDC, “2016 Enterprise Mobility Survey Results: Strategic Imperatives,” September 2016. 7Infotrends, 2016 Mobile Print Update, August 2016. 8Gartner, “Make Mobile Part of Your Digital Workplace Strategy,” March 26, 2015, ID Number G00275608. 9IDC InfoBrief, Sponsored by HP, “Digital Transformation for the Connected Office,” March 2017. Based on HP internal analysis of case studies and assessments of a 350-bed hospital in process of EMR and CPOE implementation. Assumes labor-intensive touch

in processing paper forms. One HP multifunction peripheral (MFP) can replace a copier, laser printer, facsimile machine, thermal printer and an addressograph machine while including pull

printing, color printing, wristband printing and eForms-enabled software.