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Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
Insights

Service Management

Service Management is a key competitive parameter for all organizations today.

Service Management helps organizations develop a service delivery system that focuses on high-quality, personalized user experiences, creates a service culture that engages employees and establishes a continuous focus on service excellence.

To gain a competitive advantage, service providers will need to prioritize the design of a service delivery system that is built on an in-depth understanding of what creates value from a users’ perspective.

To fulfill this objective, facility service managers must develop a service culture that engages employees and sets a service quality that exceeds end-users’ ever increasing expectations through service strategy.

This requires developing a balanced approach that starts with identifying and defining an excellent end-user experience and setting the standards for a high-performance service culture with a share sense of purpose that drives employee engagement.

Technology will be a huge enabler of greater service experiences. Technology will help facility services managers to measure the end-user behavior, needs and satisfaction levels.

Leveraging technology effectively will allow service providers to adopt a framework that enables to tailor the delivered service so that resources are allocated to the areas that matter for end-users and optimize outcomes.

In the coming years, the following trends will influence Service Management:
  • Emerging technologies such as IoT, cloud, artificial intelligence and robotics will change how services are managed, how end-users interact with services and how service employees interact with managers and end-users.

  • Greater diversity is leading to new user segments, each with their own service requirements and expectations. These challenges create opportunities to develop new culture-based service concepts and improve service outcomes through cross-cultural learnings.

  • With an increasing individualization and democratization, users will be increasingly empowered to participate in the service provision. Service providers must determine the degree of user involvement that best suits their end-users needs.

As a decisive and vigilant actor, ISS will remain a market leader in developing new service concepts, tools, technologies that manage to create new values and competitive advantages for our customers and partners.

To continue to provide world-class service through 2020 and beyond, ISS will continue to work with customers to help ensure that their workplaces continue to support their organizational goals, brands and cultures, given their competitive contexts.
The-2017-state-of-service-management

The 2017 state of Service Management

Creating great service experiences is and will be the center of any succesfull workplace and organization now and in the foreseen future. But what characterizes the current state of Service Management? And how will it develop?

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Three-components-of-excellent-service-quality

The three components of excellent service quality

Service quality is one of the most important competitive factors in today’s business landscape. Here’s how to make it excellent. Defining excellent service quality is not a one-way street. It all depends on how the customer experiences the service.

Read more

Want to learn more about Service Management?

Download our white book to learn more about Service Management
The fifth and final white book from ISS and Copenhagen Institute of Future Studies (CIFS) explores the trends and drivers revolutionizing Service Management, a critical competitive parameter for most organisations today. 

The report provides a model for developing a service delivery system and workforce that focus on high-quality, personalized user experiences, creates a service culture that engages end-users and establishes a continuously increasing focus on service excellence. 

Read our White Papers

ISS white papers
Read about trends and developments within the outsourcing and FM industries, and learn more about people, service and workplace management.

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Get insights to the future of the facility management industry, outsourcing and workplace management. Our blog has new thought-provoking posts each week, so join the debate!


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Contact Group Marketing if you have enquiries about our insights, white books/papers, events and partnerships.
 
Tel: +45 38 17 00 00

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