ISS 2020 Vision Future of Service Management | Page 38

to add value to the user experience. If done incorrectly, service providers risk commoditizing
their service delivery or worse.
These technologies are coming together to produce new systems that are blending with
existing social structures and current commercial activities to create something entirely new.
We often speak of the billion-sensor economy, the internet of everything and big data as
disruptive forces, yet there are emerging as many opportunities as challenges.
Mobile computing
25%
IoT
20%
Big data
19%
10%
Social media
9%
AI
7%
Robotics
Virtual reality
Nano-technology
7%
4%
Figure 10: What technology developments will have the biggest impact on Service Management in the
future? (Source: CIFS, ISS, IFMA, CoreNet Global Survey, 2016)
The development of smart, automated and autonomous systems will be something that
can be leveraged by service providers in the future. 25 Technology development is improving
serviceability and opening up new areas to service solutions.
Innovation in these areas will further transform service content, service format and service
delivery from physical to virtual, resulting in new user experiences with improved accessibility. 26
As a result, user interfaces and service channels will continue evolving towards smoother and
more convenient interactions.
Service providers who can make coordinated use of big data and microdata to gain insights
into the behaviours and preferences of targeted user groups will gain a competitive advantage,
making this a business imperative (see figure 11).
25 Hohnen, M. ISS 2020 Vision: Future of Service Management, 2016
26 Van Der Weerd, R. ISS 2020 Vision: Future of Service Management, 2016
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