ISS 2020 Vision Future of Service Management | Page 25

48%
44%
7%
Strongly
Agree
Agree
Neutral
1% 0% 1%
Disagree Strongly
Disagree N/A
Figure 3: To what extent do you agree with this statement: “There will be a bigger role for Service
Management in the future.” (Source: CIFS, ISS, IFMA, CoreNet Global Survey, 2016)
51%
40%
0%
7%
1%
Strongly
Agree
Agree
Neutral
Disagree
1%
Strongly
Disagree
N/A
Figure 4: To what extent do you agree with this statement: “The concept of Service Management will be
expanded in the next 10 years?” (Source: CIFS, ISS, IFMA, CoreNet Global Survey, 2016)
Focusing on the user experience requires that service providers play an increasingly important
and integral role in servicing assets and facilitating the movement of information, people and
objects, while creating a high quality experience for employees and other end-users. 20 The
critical challenges for FM service providers in this regard are as follows:
20 ISS World Services, ISS 2020 Vision: Future of Public Sector Outsourcing, White Book, 2014.
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