ISS 2020 Vision Future of Service Management | Page 13

3. Executive Summary
Service Management is a critical competitive component for all organizations today. Service
Management helps organizations develop a service delivery system that focuses on high-
quality, personalized user experiences, creates a service culture that engages employees and
establishes a continuously increasing focus on service excellence.
Despite its importance, many organizations struggle to deliver good service consistently.
This challenge will only grow more difficult as markets become increasingly interconnected,
industries converge and end-users – along with the people who serve them – become better
educated, better travelled and more technologically savvy.
These changes will put new demands on how services are designed, managed and delivered
in the B2B and B2C markets. The ISS 2020 Vision: Future of Service Management report
focuses on the trends and drivers shaping service management, design and delivery and
places specific focus on Service Management within Facility Management and Corporate
Real Estate.
ISS 2020 Vision: Future of Service Management is the fifth and final white book in the ISS
2020 Vision series. It extends the scope of the four previous ISS 2020 Vision studies: Scenarios
for the Future of the Global Facility Management Industry (2011), New ways of Working: The
Workplace of the Future (2013), Future of Public Sector Outsourcing (2014) and Future of
Outsourcing and Perspectives for Facility Management (2016).
The research presented in this study was collected by the Copenhagen Institute of Futures
Studies (CIFS) and ISS. It consists of a: meta-study of trends shaping the future of Service
Management with a specific focus on FM; a global survey of 1,495 FM experts and service
professionals conducted by ISS, CIFS, IFMA and CoreNet Global; and a series of in-depth
interviews with 12 subject matter experts in fields of Service Design, Service Management,
and Facility Management.
ISS 2020 Vision: Future of Service Management aims to empower businesses with a set of
recommendations and knowledge to not only understand the new service paradigm and
user-centric service management towards 2020, but further, develop robust and resilient
service strategies that are geared towards an increasingly complex business environment.
This is achieved by first identifying key focus areas and the driving forces that are expected to
shape ways in which services are designed and delivered in the future. The report then presents
existing and emerging tools and concepts to help service providers (including inhouse service
provisions) maximize the value of their operations and better support end-users.
All of this is done to provide a means for dialogue for engaging existing and potential
decision-makers and end-users in discussions concerning the future of service managements.
It highlights key, research-driven areas of opportunity for the FM industry and enables
providers to envision new service concepts to meet and even exceed increasing end-user
expectations.
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