ISS 2020 Vision Future of Service Management | Page 79

FM outsourcing must support organizations that are becoming more fluid and agile and
empower users with the services and facility attributes needed to move towards their strategic
objectives. As outlined by interviewed subject-matter experts:
What I mean with full responsibility for creating workplace solutions, does the FM-
organization possess an understanding of the customer side; how do they work,
what culture do they have, what sort of regulations do they have, how do their
processes work today and how can they work smarter? When you know exactly
what these work patterns are, then you can design the services and the workplaces
in a totally different way. I haven’t seen a holistic solution like that in the world, but
towards 2020 there will probably be a few cases. 106
Interviewed subject-matter experts opine that we are entering a phase where individuals are
not satisfied with the normal level of FM services. 107 They want individualized services tailored
to their buildings, offices and the operational demands of their business. 108 They continue,
“There is a trend towards the individualization of FM, even down to the end-user level.
This trend is accelerated by digitalization and follows the mass customization logic of many
consumer electronics on the market today. 107
With greater investment in technology, FM service providers are looking to develop smarter
ways to integrate and create agile, precise workflow platforms to make service delivery less
resource intensive. FM is likely to move quickly towards real-time management and specific
workflow management tools designed for global compliance.
Megatrends
Trends in Service Management
Trends in Service Management related to FM & CRE
106 ISS World Services, ISS 2020 Vision: Future of Outsourcing and Perspectives for Facility Management, White Book, 2015.
107 Coenen, C., ISS 2020 Vision: Future of Service Management, 2016.
108 Groen, B. ISS 2020 Vision: Future of Service Management, 2016.
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