ISS 2020 Vision
Future of Service Management
The FM and CRE industries are undergoing a revolution. Over five ISS 2020 Vision white books, ISS and
the Copenhagen Institute for Futures Studies (CIFS) have described the dynamics shaping the industry
and its future development. We have done this using valuable insights from IFMA and CoreNet members
as well as dozens of subject-matter experts from the fields of FM, CRE, architecture, outsourcing service
and workplace design.
This, the fifth and final, report focuses on the trends and drivers shaping Service Management including
service design, operations, and innovation towards the future. Service Management is a critical competitive
parameter for all organizations today. This report will help organizations develop a service delivery system
and workforce that focuses on high-quality, personalized user experiences, creates a service culture that
engages end-users and establishes a continuously increasing focus on service excellence.
Imad Mliha
Technician
Dan Sai Marcel
Supervisor
Bodil Nilsen
Service Manager
White Book