ISS 2020 Vision Future of Service Management | Seite 29

4.2 Objectives
This report provides an in-depth analysis of the global business environment, megatrends and
industry-specific trends and drivers affecting the future of Service Management. It is designed
to provide visionary, yet practical insights for navigating the future of Service Management
by highlighting key changes and innovations within the industry specifically and elsewhere.
ISS 2020 Vision: Future of Service Management aims to empower businesses with a set of
recommendations and knowledge to not only understand the new service paradigm and
emerging service archetypes, but further, to develop robust and resilient service strategies
that are targeted in an increasingly complex business environment. This is achieved by
identifying key focus areas and driving forces:
Identifying key focus areas and the driving forces that are expected to shape ways in which
services are designed and delivered towards 2020 and beyond. This also involves developing
a common frame of reference for future developments, challenges and solutions in order to:
• Develop new tools and concepts to help FM service providers maximize the
value of their operations and better support client organizations in achieving their
strategic objectives by better anticipating and fulfilling the needs of end-users.
• Create a tool for dialogue for engaging existing and potential end-users, and
employees in discussions concerning the future of the FM and services industry.
• Selecting and analysing implications of strategic issues affecting the future
of Service Management and service delivery towards the future;
• Identifying key, research-driven areas of opportunity for the FM industry to
develop areas of expertise;
• Envisioning service concepts for FM providers to meet and exceed evolving
end-user expectations in the future.
4.3 Format
The report consists of three sections:
• The trend analysis section 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. The structure of the
trend analysis is described in figure 6.
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