ISS 2020 Vision Future of Service Management

New Ways of Working Changes in workforce requirements and work processes New Disruptive Forces Changes in market conditions that threaten market position and core business New Technology Application Technology integration and innovation across the value chain Megatrends and Implications for Service Management New Competitive Frameworks Changes in competitive and regulatory landscape New Service Needs Changes in customer demands and expectations New Business Models Changes in service provision, engagement, value proposition, and organizational structure Figure 9: Parameters of change in service management (CIFS, 2016) Megatrends are challenging conventional service provision in many ways and influencing several different service variables, such as future users, channels and settings. The following pages outline the full CIFS megatrend universe, highlighting the four most important cross- cutting themes for service providers to consider (see chaper 5.1.1 thru 5.1.4). 5.1.1 Technology development & acceleration Knowledge growth, scientific advances and technological innovation are accelerating, leading to the rapid diffusion of new technologies and their application in the market. For Service Management, information and communications technologies (ICT), IoT, cloud, mobile and wearable technologies, as well as artificial intelligence and robotics will have profound impact (see figure 10). These technologies will change how services are managed, how end- users interact with service providers, and how service employees interact with end-users and managers. Service providers will have to carefully consider how and when to apply technology 33

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