ISS 2020 Vision Future of Service Management | Page 110

7.5 Service actors: New networking & building service bridges
The service value chain is constantly being renegotiated in the face of persistent market
changes and new innovations. The conventional value chain itself is transforming into sets
of value networks and integrated, coordinated and collaborative ecosystems that are built
on the principles of efficiency and value and perpetuated on the notion of shared, vested
interests and win-win relationships. The actors involved in the provision of a service will be
reflective of highly coordinated teams working in unison through dynamic flows of power
and authority, based on information, trust, credibility and a focus on outcomes, enabled by
interconnected technology and people.
Service providers must focus on relationship and network management for business success,
fully capitalizing on the significant potential that value networks can yield by tapping into
the collective group in order to identify and execute on new market opportunities and
leverage points. 135 This will enable service providers to gain greater contact with end-users
and create excellent experiences at favourable costs. Indeed, there are growing opportunities
for organizations that assume responsibility for facilitating meaningful interactions among a
diverse set of stakeholders. More and more intermediaries such as deal and alliance architects
will gain prominence towards the future as a way to improve the competitiveness of the value
network and its constituent parts. 135 Survey respondents agree, maintaining that partnerships
within and outside their industry will be an important aspect of Service Management towards
the future (see figure 44).
59%
Within your industry
Outside your industry
47%
32%
28%
15%
9%
0%
Strongly
agree
Agree
Neutral
4%
Disagree
1%
1%
Strongly
disagree
2%
3%
N/A
Figure 44: To what extent do you agree or disagree with this statement: “Partnerships with other
organizations within/outside your industry may be necessary to meet or exceed customer expectations in
the future.” (Source: CIFS, ISS, IFMA, CoreNet Global Survey, 2016)
135 ISS World Services, ISS 2020 Vision: Future of Outsourcing and Perspectives for Facility Management, White Book, 2015.
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