ISS 2020 Vision Future of Service Management | Page 119

6. Which of the following statements or concepts will be most representative of how Service Management will be defined in 2025?
(Please select your top 3 choices)
Tailored, targeted and value-added
17%
Collaborative, integrated and relationship-based
17%
Automated, anonymous and data-driven
8%
17%
Standardized and input-oriented
Generalized and commodity-based
2%
20%
12%
13%
8%
Specialized and knowledge-intensive
14%
16%
4%
5%
#1 in %
#2 in %
#3 in %
1%
1%
2%
Tailored, targeted and value-added
22%
Collaborative, integrated and relationship-based
20%
Automated, anonymous and data-driven
18%
12%
Responsive, dynamic and outcome-based
12%
Digital, seamless and simple
11%
Specialized and knowledge-intensive
Standardized and input-oriented
Generalized and commodity-based
22%
17%
15%
9%
20%
13%
Responsive, dynamic and outcome-based
Digital, seamless and simple
27%
19%
3%
1%
117