ISS 2020 Vision Future of Service Management | Page 51

Service providers will be required to develop the capacities that allow them to leverage insights
about users through the greater use of sensor technology and the internet of everything.
Specifically, precision in big data and microdata analytics will allow service providers to better
target service offerings and fulfil these expectations. From an end-user perspective, the
most important aspects of Service Management towards 2020 and beyond are real-time
responsiveness, the ability to anticipate changing needs and connectivity and 24/7 availability
as described in figure 18.
Real-time responsiveness
24%
The ability to anticipate changing needs
17%
Connectivity and 24/7 availability 12%
Innovation and development 12%
Price 10%
The human touch 10%
Technology and big data
Organizational empathy
Thought leadership
7%
5%
4%
Figure 18: In Service Management, what aspects do you believe will be the most important from a
customer/end-user perspective towards 2025? (Source: CIFS, ISS, IFMA, CoreNet Global Survey, 2016)
This changing service landscape follows the new service logic where services become more
experiential and non-transactional. The progression of economic value towards experiences
and transformations is adding a new layer to the creation, delivery and consumption of
services. As a result, the service landscape of the future can be mapped across three different
axes: expectations, interactions and circumstances.
• Expectations are shifting from low to high and are being defined by the end-
user.
• Interactions are shifting from infrequent to frequent across multiple channels
and touch points and becoming increasingly automated.
• Circumstances are shifting from transactional (simple exchanges of material
value) to non-transactional (experiential and collaborative) service exchanges.
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