ISS 2020 Vision Future of Service Management | Page 122

9. What are the key trends affecting Service Management towards the future?
(Please select your top 3 choices)
Evolving technology architecture
Market globallization
19%
13%
10%
Intense competition
9%
10%
Corporate services extended to home offices
Convergence of market forces
13%
14%
5%
6%
7%
4%
7%
#1 in %
#2 in %
#3 in %
11%
24%
Entrepreneurial attitude
20%
Convergence of market forces
19%
13%
Evolving technology architecture
10%
Market globallization
8%
Intense competition
120
23%
17%
Corporate services extended to home offices
Increasingly sophisticated clients
29%
20%
20%
20%
Increasingly sophisticated clients
Entrepreneurial attitude
24%
18%
7%