ISS 2020 Vision Future of Service Management | Seite 33

5. Trend Analysis
Trends are an important tool in generating an awareness of possible futures. They create a
framework in which to explore uncertainty, test assumptions, inspire innovation and assess
risks. Evaluating the trends and signals of today reveals insights into the attitudes, values and
systems of tomorrow that will come to shape all aspects of work and consumption. Where
trends intersect is where the most significant opportunities and threats appear.
Service futures within the FM industry are driven by the interactions and interdependencies
between trends occurring at three frames of analysis. The three frames include megatrends,
trends in Service Management and trends in FM Service Management. As outlined in figure
8, combining the three sets of trends gives life to the emerging service archetypes and Service
Management strategies in an FM context described in chapter 6.
Megatrends represent important social, political, technological and economic certainties that
influence how Service Management will be approached in the future. They create a platform
and frame of reference for important discussions of future strategic importance among
FM service providers. Megatrends provide an explanatory factor to more industry-specific
trends and give rise to new opportunities and challenges that can be seized and avoided by
informed Facility Managers.
Megatrends, trends in Service Management and trends in FM Service Management indicate
that Service Management, particularly in the FM industry, will be transformed in the following
ways: They will open up new avenues to apply existing and future technologies, they will
change the way in which service providers compete and differentiate themselves in varied
markets; they will affect work processes and future workforce requirements; and they will
create entirely new service areas and service models. As a result, the relationship dynamics
between service providers and others in the value network is changing, ushering in an entirely
new service paradigm.
Megatrends
Trends in Service Management
Trends in Service Management related to FM & CRE
Figure 8: Frames of trend analysis
Megatrends represent the first frame of analysis and reside at the global level. They are
synthetic, complex aggregations of trends regarded as drivers of change and great forces
in the macro-environment that impact business, economy, society, culture and people at all
levels. They represent our assumed knowledge about the future with a relatively high degree
of certainty. Megatrends last at least 10-15 years and are broad in scope and impact. 24
24 ISS World Services, ISS 2020 Vision: Future of Outsourcing and Perspectives for Facility Management, White Book, 2015.
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