Future of Service Management
Coenen, Christian (2016). Future of Service Management: Insights from subject-matter experts. In: Copenhagen Institute for Futures Studies (Hg.). ISS 2020 Vision. Copenhagen: CIFS Publishing.
Future of Service Management report focuses on the trends and drivers shaping service management, design and delivery and places specific focus on Service Management within Facility Management and Corporate Real Estate.
This white book is the fifth and final white book in the ISS 2020 Vision series. It extends the scope of the four previous ISS 2020 Vision studies: Scenarios
for the Future of the Global Facility Management Industry (2011), New ways of Working: The Workplace of the Future (2013), Future of Public Sector Outsourcing (2014) and Future of Outsourcing and Perspectives for Facility Management (2016). The research presented in this study was collected by the Copenhagen Institute of Futures Studies (CIFS) and ISS. It consists of a: meta-study of trends shaping the future of Service Management with a specific focus on FM; a global survey of 1,495 FM experts and service professionals conducted by ISS, CIFS, IFMA and CoreNet Global; and a series of in-depth interviews with 12 subject matter experts in fields of Service Design, Service Management, and Facility Management.