ISS 2020 Vision Future of Service Management | страница 9

Contents
1. Foreword 5
2. Acknowledgements 8
3.

Executive Summary
3.1 Trend Analysis
3.2 User-centric service management towards 2020
3.3 Applying Service Management
11
12
17
18
4. Introduction

4.1 About the report

4.2 Objectives

4.3 Format

4.4 Process 21
26
27
27
28
5.

Trend analysis
5.1 Megatrends: Shaping a new service paradigm
5.2 Trends in Service Management
5.3 Trends in FM Service Management 31
32
46
70
6.

User-centric service management towards 2020
6.1 Work styles and user journeys
6.2 Emerging service archetypes
6.3 The classic consumer
6.4 The value creator
6.5 The premium patron
6.6 The empowered explorer
6.7 Buyers versus end-users 82
83
88
90
91
93
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96
7.

Applying Service Management
99
7.1 Excellence in service futures
99
7.2 Service landscape: Social listening & creating service “situationism”
100
7.3 Service strategy: Creative planning & futurtyping service challenges
102
7.4 Service touch points: Innovative interfacing & distributing service gateways 106
7.5 Service actors: New networking & building service bridges
108
8. Conclusions and final remarks 112
9. Appendix – Survey Results 114
10. Bibliography
138
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