Introduction to Facility Management is a comprehensive introduction to the dynamic and divers field of facility management. It answers questions such as: What is facility management? What does a facility management professional do? How can we classify FM-products and services? How do you set up a facility management organisation? How do you manage service processes using a master dashboard? Reflecting on current events, the book defines new and exciting roles for facility management professionals. Introduction to Facility Management • is the first international book on facility management, which is supplemented and commented on by facility management teachers and practitioners; • intriguingly and enthusiastically describes the full scope of the FM-profession; • provides a theoretical framework and insight into FM-practice. This first international edition of the bestselling Dutch Basisboek Facility Management describes global trends and developments and international FM-standards and practices. describes global trends and developments and international FM-standards and practices. With contributions of thought leaders, such as Diane Levine – Executive Director IFMA Foundation; Peter Ankerstjerne – Global Facility Management & Employee Services Lead at JLL and Vice-Chair of IFMA’s Board of Directors; Jens Schlüter – Head of Corporate Real Estate Enabling Functions at Zalando SE, Germany; Michiel Bakker – Director Global Workplace Programs at Google, USA; Elizabeth Nelson and Nicolas White of LAB Learn Adapt Build, The Netherlands; Susanne Balslev Nielson – FM expertise Director at Niras A/S, Denmark and member of the ISO TC 267 Facilities Management. At www.introductiontofacilitymanagement.noordhoff.nl, Noordhoff offers a comprehensive digital learning environment called Prepzone. Prepzone allows students to prepare for exams with tests and case studies. Prepzone offers additional teaching materials such as test questions, assignments and basic PowerPoint presentations. Hester van Sprang has been working in the facilities industry for over twenty years. Since 2010 she has been one of the leading lecturers in the Master Facility & Real Estate Management at Saxion University of Applied Sciences/the University of Greenwich, and a senior researcher at the Saxion Research Group on Hospitality. Hester has published in various academic journals and has contributed to many international congresses. Moreover, she is the co-author of the successful Dutch Basisboek Facility Management, of which the third edition was published in 2020. Nowadays she deploys her vast knowledge of the interaction between people and buildings as an advisor at MeerWaarde Huisvestingsadvies and as managing director of FaM-CoR B.V. Bernard Drion worked in the facilities industry for over thirty-five years. He has held various management positions at consultancy firms, including Hospitality Group in Amersfoort, and from 2008 he combined this position with that of professor of Facility Management at Breda University of Applied Sciences (BUAS). With his enormous knowledge and experience, Bernard pioneered numerous initiatives in the field, such as the former NEN 2748 and Netherlands Facility Cost Index and the Facility Performance Standard. Bernard is co-author of the book Workin’ Wonderland, which is about the future of organisations, and the co-author of the successful Dutch Basisboek Facility Management, of which the third edition was published in 2020. Bernard Drion is now retired.