ISS 2020 Vision Future of Service Management | Page 24

The successful FM providers towards 2020 and beyond will be those who master Service
Management. Service Management is a critical discipline that will help organizations cope
with a VUCA world by binding users closer to the businesses they engage with. In a VUCA
world, leaders can no longer expect their industries to remain static with steady, constant
growth. Organizations will be required to prepare for more rapid economic, technological,
and social change – an environment where they will need to find ways to increase their
chances of survival and prosperity under conditions of deep uncertainty. 19 Excellent Service
Management helps Facility Managers to constantly change and adapt through leveraging
their tangible and intangible assets enabling their organizations to persist and thrive. 19
Service Management helps organizations deliver value in a new, more human-centric era
that is driven by less-tangible, more emotional considerations that are much more difficult
to quantify, measure and project. Fulfilling desires and expectations while managing the
fears, ambitions, and anxieties of end-users will be essential to fulfilling the service equation.
Service Management is therefore an evolving discipline constantly being changed in order to
reflect the environment and culture in which service exists.
Innovation and design are integral parts of Service Management and must remain high on
Facility Managers’ agendas to allow them to address future service challenges.
The user experience – service challenge of the future
Facility management (FM) towards the future will be challenged on several fronts as the
Service Management role grows and expands, according to the ISS 2020 Vision survey
respondents (see figures 3 and 4). Service Management in FM will no longer simply be
servicing the building; rather, it will be about improving performace and wellbeing for those
in the building and helping those individuals become more successful. As such, FM will shift
from being building-centric to being user-centric.
19 CIFS, How to be Resilient in the 21st Century, Members’ Report 1, 2016.
22
Volatile
Ambiguous
Uncertain
Complex
Figure 2: The world is VUCA (Source: CIFS, 2016)