ISS 2020 Vision Future of Service Management | Page 14

The report consists of three sections. The first section is the trend analysis section, which
looks at the primary trends and drivers shaping the future of Service Management with an
emphasis on the implications for the FM industry. It is comprised of an analysis of megatrends,
trends in Service Management and lastly, trends in FM Service Management (see figure 1).
The second section presents a mental framework for applying a user-centric approach to
Service Management in the FM context by taking a thorough look at the work modes as well
as service needs and expectations of four user personas expected to gain prominence towards
2020 and beyond. The user-centric service management towards 2020 include the classic
consumer, the value creator, the premium patron and the empowered explorer.
The third and final section, Applying Service Managements, offers key insights into how
to put the trends into action and principles for developing effective service strategies to
accommodate the different emerging service archetypes.
3.1 Trend analysis
The analysis of megatrends, trends in Service Management and trends in Service Management
in the FM context points towards a new service paradigm. In this new paradigm, services will
be much more tailored, targeted, responsive and dynamic towards users’ needs, requiring
collaborative and integrated solutions. In order to meet these needs, relationships – both
on the front and back-end – will become a defining attribute of Service Management in
the future as the industry continues to move towards a value-oriented and outcome-based
approach.
Megatrends
Trends in Service Management
Trends in Service Management related to FM & CRE
Figure 1: Trend analysis
3.1.1 Megatrends
Megatrends are challenging conventional service provision in many ways and influencing
several different service variables, such as future users, channels and settings. The four most
important cross-cutting themes for service providers to consider are:
•
•
•
•
12
T echnology development & acceleration
Individualization & democratization
Immaterialization & commercialization
Economic growth & demographic development