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The buyer, however, is constrained by limited resources. As one interviewed subject-matter
expert noted, “the future Facility Manager must be aware that resources are scarce, and must
marshal these responsibly and not only focus on cutting costs.” 23 Hence, excellent service
is not delivering excess service throughout all parameters – excellent service is delivering
on the areas that matter for both end-users and buyers, and cost will always be one of the
parameters of importance.
Leveraging technology effectively will allow service providers to adopt a framework that
enables the buyer to tailor the delivered service so that resources are allocated to the areas
that matter for end-users and optimizes outcomes.
It is about moving the service from input over output to outcome-based service: Whereas
input-based service is concentrated on the hours put into the service, output-based is
concentrated on assuring that the service is delivered (that “the floor has been cleaned four
times – regardless of the hours required”). Outcome-based service is focused on satisfying
and exceeding service expectations (the floor is clean – regardless of how)for both end-users
and buyers, while also contributing to more strategic objectives.
4.1 About the report
ISS 2020 Vision: Future of Service Management is the fifth and final white book in the ISS
2020 Vision series. It further builds upon and 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
(2015).
ISS continues to push the boundaries of discussion in the services space with this latest
offering – ISS 2020 Vision: Future of Service Management. This report raises important
questions surrounding future opportunities and challenges associated with the provision and
delivery of services within Facility Management and related industries. With knowledge and
inspiration, ISS strives to contribute to the growing discussions surrounding the future of
Service Management.
In collaboration with futurists from the Copenhagen Institute for Futures Studies (CIFS), ISS
sets out to explore the critical challenges affecting Service Management and to identify the
trends and drivers shaping the future of service. The report evaluates the shifting service
landscape and offers insights into emerging threats and opportunities, describing the key to
excellence in service futures. Using these insights, this report identifies the future direction of
Service Management and provides a mental framework for designing end-user and future-
oriented services in the workplace towards 2020 and beyond. It also provides a set of key
recommendations for applying Service Management in one’s own organization.
23 Groen, B., ISS 2020 Vision: Future of Service Management, 2016.
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