ISS 2020 Vision Future of Service Management | Page 105

Today
In the future
44%
37%
29%
29%
19%
14%
10%
6%
Very much
Quite a bit
Not much
Very little
5%
7%
N/A
Figure 41: To what extent are you (within your company or business unit) actively working on service
design? (Source: CIFS, ISS, IFMA, CoreNet Global Survey, 2016)
Today
In the future
47%
40%
29%
28%
19%
15%
9%
5%
Very much
Quite a bit
Not much
Very little
4%
5%
N/A
Figure 42: To what extent are you (within your company or business unit) actively working on service
innovation? (Source: CIFS, ISS, IFMA, CoreNet Global Survey, 2016)
The establishment of an independent and autonomous innovation wing, in which service
providers can experiment with user experience and address design challenges as they
emerge, will be necessary for any organization to effectively compete. Service managers
should establish the processes that enable organizations to act on the intelligence derived
from their research and apply it in meaningful ways. For FM specifically, more attention
should be placed on 1) core business innovation that seeks to extract greater economic value
from the commoditization of existing services and 2) other non-core initiatives that align with
overall business objectives.
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