ISS 2020 Vision Future of Service Management | Page 30

Megatrends
Trends in Service Management
Trends in Service Management related to FM & CRE
Figure 6: Trend analysis
• The section on applying user centric Service Management in a future FM
context presents a mental framework for analyzing the work modes as well as
service needs and expectations of four user personas expected to gain prominence
towards 2020 and beyond. These personas and their needs are informed and
supported by the analysis of signals and trends. The emerging service archetypes
include the classic consumer, the value creator, the premium patron and
the empowered explorer.
• The Applying Service Managements section offers key insights into how to put
the trends into action and principles for developing effective service strategies to
accommodate the different emerging service archetypes.
4.4 Process
During the spring and summer of 2016 (see Figure 7), the research by CIFS and ISS consisted
of:
• A meta-study of trends shaping the future of Service Management with a specific
focus on FM
• A global survey of 1,495 FM experts and service professionals conducted by
ISS, CIFS, IFMA and CoreNet Global, exploring The Future of Service in Facilities
Management. The demographic profile of respondents is as follows:
o 80% of respondents primarily operate in North America, followed by 7% in
Western Europe and the remainder in Asia Pacific, Africa and Middle East and
Central and South America
o 35% of respondents were from large global organizations with more than
10,000 employees
o More than 52% of respondents currently hold an executive, decision-making
position within their organization
• A
round of in-depth interviews with 12 subject-matter experts within the fields
of FM and Service Management, completed during the summer of 2016 (see
Acknowledgements for full list of interviewees).
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