ISS 2020 Vision Future of Service Management | Page 34

Second, trends in Service Management occur at the industry level and provide the second,
more detailed layer of analysis. They represent significant changes in the contextual
environment – an area in which FM industry players may have some, but little influence in
future developments. They represent new directions in service provision and changes in the
way Service Management is perceived and practiced among businesses in general. More
specifically, they describe substantial shifts in the service landscape, service strategy, service
touch points and service actors. These trends encompass a sequence of events or observed
phenomena that have some momentum in a particular direction (growth or decline) and
some level of durability over time.
Lastly, trends in FM Service Management are analysed. They outline major changes within the
industry or transactional environment, where other industry players have influence in future
developments. They represent specific shifts in FM service models and in the way future FM
service design may be approached.
5.1 Megatrends: Shaping a new service paradigm
Megatrends
Trends in Service Management
Trends in Service Management related to FM & CRE
Megatrends are the key driving forces that create an environment that is VUCA – Volatile,
Uncertain, Complex and Ambiguous. They are pathways of development that are reshaping
the service landscape, service strategy, service actors and service touch points towards the
future and ultimately creating a new service paradigm. This new service paradigm will be
much more tailored, targeted, responsive and dynamic towards users’ needs requiring
collaborative and integrated solutions (see figure 9). Relationships – both on the front and
back-end – will become a defining attribute of Service Management in the future as the
industry continues to move towards a value-oriented and outcome-based approach.
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