What is facilities management?

Karl Broom

May 10, 2022

Facilities management (FM) is the practice of integrating people, places, processes and technology to ensure built environments are safe, efficient and functional. It covers a broad spectrum of responsibilities, from maintaining physical infrastructure to supporting the wellbeing and productivity of occupants. First coined around 60 years ago, the term has grown into a dynamic industry worth approximately £50 billion in the UK alone.

What do facility managers do?

Facility managers ensure buildings and environments operate smoothly and safely. Once considered purely maintenance-based, the role is now supported by a degree and requires technical knowledge, strategic thinking and strong people management skills. Their responsibilities are typically split into two categories: hard services and soft services. Hard services include legally required tasks related to infrastructure such as HVAC, lighting, plumbing, fire safety and lifts. Soft services focus on user comfort and experience, such as cleaning, waste disposal, pest control, document handling and security. Many facility managers use workplace management systems to help prioritise, streamline and track performance. It’s a dynamic, people-first profession that blends day-to-day problem-solving with long-term strategy.

Why is FM relevant?

FM is central to creating safe, productive and sustainable work environments. As businesses face rising pressure to meet regulatory standards, operate efficiently and support hybrid work models, facility managers provide the infrastructure and processes that make this possible. From maintaining essential systems to supporting space planning, cleaning and security, FM touches every part of a business. It’s also a key driver of sustainability, helping organisations reduce their environmental impact and improve energy use. With smart buildings, IoT and AI in facilities management becoming more common, FM plays a major role in data-driven decision-making, ensuring spaces are adaptable and future-ready.

Facilities management software is critical to this transformation offering a centralised platform to track maintenance, manage assets, monitor compliance and analyse performance in real-time. By automating routine tasks and providing actionable insights, facilities management software empowers teams to make smarter decisions, respond faster and scale operations with confidence.

What skills do facility managers need?

Although facilities managers can expect to wear a variety of “proverbial hats”, there are some common skill sets all facility managers require:

Willingness to learn – FM is a fast-evolving field and staying open to new technologies, regulations and processes is essential for staying ahead.
Digital competency – From maintenance software to smart building tech, facility managers must feel confident navigating digital tools that streamline operations.
Problem-solving – Whether it’s a leaking roof or a compliance issue, facility managers are natural fixers who think on their feet to find fast, effective solutions.
Timekeeping – With so many moving parts, managing time effectively ensures that tasks are prioritised, deadlines are met and disruptions are minimised.
Personability – Strong communication and people skills help facility managers coordinate with vendors, engage teams and handle tenant requests with ease.
Budgeting/finance – Managing a facility also means managing costs, so understanding how to balance quality with efficiency is key to delivering value.
Emergency planning – When things go wrong, facility managers need to respond quickly and confidently with a well-rehearsed plan to keep people and property safe.
Innovation – Creative thinking can lead to smarter systems, energy savings and better space utilisation – helping future-proof the workplace.
Leadership – Facility managers often lead teams, projects and change initiatives, requiring the confidence and clarity to inspire action and accountability.
Environmental stewardship – From energy use to waste management, facility managers play a vital role in building more sustainable and responsible organisations.

The skills of an effective facilities manager often have a direct impact on employee satisfaction, helping to create smoother, more enjoyable day-to-day experiences. From communication to organisation and service coordination, these soft skills play a vital role in making workplaces more comfortable and responsive to people’s needs. To support these efforts, companies can use our integrated workplace management system (IWMS) solutions to gain visibility into service performance and costs, helping them prioritise resources where they matter most.

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Facilities management technology

Facilities management has come a long way from clipboards and spreadsheets. Today, organisations are embracing smart FM software, AI-powered tools and IoT-enabled devices to gain better control of their spaces and assets. These technologies help facilities teams move from reactive to proactive operations, improving service levels while driving down costs.

By integrating real-time data from connected building systems, FM platforms enable predictive maintenance that reduces downtime, energy optimisation that supports sustainability goals and automated workflows that streamline operations. AI-driven insights help leaders make more informed decisions, while mobile tools give teams instant access to critical information on the go.

The result? Increased efficiency, lower operating costs and a better experience for both building occupants and facilities teams. Tracking the right facilities management KPIs is key to measuring these outcomes and continuously improving performance. As FM technology continues to evolve, organisations that invest in smart tools today will be best positioned to create agile, future-ready workplaces.

Future facilities management trends

The FM industry is rapidly evolving. Sustainability is no longer optional – it’s a key priority. Facility managers must help reduce carbon emissions, improve energy efficiency and support ESG goals. At the same time, technology is changing how facilities are run. IoT, AI and smart sensors enable real-time monitoring and predictive maintenance. However, this shift introduces new challenges like cybersecurity, system integration and training needs.

As hybrid working reshapes how we use office space, occupancy tracking and environmental monitoring are helping facility managers adapt layouts for comfort and cost-effectiveness. Success now depends on combining innovation with human-centric design.

Facilities management case studies

Nicholas Ross, CAFM and Hub Manager at PPP-IML (Compass Group UK & Ireland), shares how adopting MRI Evolution transformed its FM operations. Managing over 600 buildings, 12,500 planned maintenance tasks and 163,000 assets, MRI Evolution allowed Nicholas and his team to reduce manual admin, streamline workflows and improve service delivery.

Key tools like MRI GO mobile, asset management and Survey Designer enabled real-time updates and empowered staff to self-serve—cutting outsourcing costs and enhancing control. Beyond daily improvements, MRI Evolution also helped win high-value bids thanks to advanced BI tools and simplified reporting. Nicholas describes it as the “lifeblood” of their operation and recommends it to any organisation looking to modernise their FM approach.

Get the MRI Facilities Management brochure

If you’re not yet using facilities management software to automate tasks like maintenance tracking, asset management and compliance monitoring, it’s time to explore your options. MRI Software offers a flexible, intuitive FM solution built to support your goals, reduce costs and drive performance. Contact us today to learn more.