ISS 2020 Vision Future of Service Management | Seite 21

convergence is increasing, FM service providers should scan their external environment and
look beyond their immediate industries in order to gain inspiration and valuable insights into
innovations from other industries that can be replicated in FM service design.
3.3.3 Service strategy: Creative planning & futurtyping service challenges
To the extent that service design and service innovation are being prioritized towards the
future, it will be necessary for service organizations to invest in the space to think creatively
about pressing challenges and “futurtype” – prototype within the context of alternative
futures. Accordingly, “the function of the service strategy for a service provider is to decide
the service parameters, build the service value chain and to design the internal service
platform. The stronger each of these elements is the better and more robust the service
strategy will be.” 16
3.3.4 Service touch points: Innovative interfacing & distributing service gateways
Service providers should embrace the shift from touch points to journeys. While touch points
themselves are important, their place within the entire user journey and their impact on the
service experience is of the utmost important. Service organizations must work to embed and
integrate the appropriate technologies into the service provision in order to add value and
help create a smooth user experience. It is equally important to provide the right platforms
and channels to empower users, as it is to leverage technologies effectively to create scale
and reduce costs.
3.3.5 Service actors: New networking & building service bridges
Service providers must focus on relationship and network management for business success,
as the service value chain is constantly being renegotiated in the face of market dynamics. The
conventional value chain itself is transforming into sets of value networks and collaborative
ecosystems that are built on the principles of efficiency and shared interests. 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.
16 Andersen, M., and Ankerstjerne, P., Service Management 3.0 – The Next Generation of Service, ISS White Paper, ISS World
Services, 2014.
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