Service as a Software: The Next Evolution in FM Technology
Over the past two decades, the familiar Software as a Service (SaaS) has transformed how we work, communicate, and manage data. From Microsoft 365 to Zoom, SaaS has replaced clunky, locally installed programs with cloud-based applications that are always up to date and available from anywhere.
It’s a model we’ve all become familiar with — pay a subscription, get instant access to powerful tools, and scale your usage as you need.
There’s something new and exciting emerging; Service as a Software, and it’s redefining how facilities management works. DMA is embracing this shift and shaping it. Our BiO® platform is the operating system behind our FM service—built by operators, for operators, and designed to keep buildings working better every day.
What is the traditional Software as a Service?
Let’s start with the familiar.
Software as a Service is a way of delivering software over the internet. You don’t buy a CD-ROM (remember those?) or install files from a USB stick. Instead, you log in via a browser or an app, and the provider hosts everything for you.
Key features of SaaS:
- Subscription-based pricing.
- Bolt-on modules, often at extra cost.
- Accessible anywhere with an internet connection.
- Automatic updates and improvements.
- Scales easily as you grow.
In facilities management, Software as a Service is often used for CAFM (Computer-Aided Facilities Management) platforms. These systems help teams log jobs, store compliance records, manage assets, and track maintenance tasks.
But What About the Limitations of Software as a Service in FM?
While these systems are powerful, they’re often just that — systems. The real-world service delivery still sits outside the platform.
In simple terms, for example:
- You log a maintenance issue into the CAFM system.
- Someone in your team assigns it to a contractor.
- You follow up by phone or email to check if it’s done.
- You run reports to see completion times and compliance gaps.
The software provides the framework, but you’re still doing the heavy lifting. It gives you the tools, but not necessarily the service itself.
This creates a gap. You have a great platform, but you still need processes, people, and expertise to make it work effectively.
Introducing Service as a Software in FM
Service as a Software changes the game.
Service as a Software integrates workflows, processes, and expertise directly into the platform—delivering the outcome, not just the tools.
With Service as a Software:
- You don’t just log an issue — the platform initiates and manages the job end-to-end.
- You don’t have to chase contractors — updates flow in real time from the people doing the work.
- You don’t need to build reports — the platform delivers actionable insights automatically.
It’s software and service fused together, operating as one.
The Role of AI in Service as a Software
One of the key enablers of this shift is artificial intelligence (AI). In the Service as a Software model, AI doesn’t just enhance productivity, it becomes a virtual workforce. Tasks that once required admin-heavy human effort, such as compliance checks, scheduling, prioritising reactive jobs, or interpreting sensor data, are now executed instantly and accurately through intelligent automation.
Unlike traditional platforms, which still rely on users to operate tools and interpret data, Service as a Software uses AI to manage entire workflows autonomously. The system itself takes action: routing work, issuing alerts, learning from historical patterns, and even preventing problems before they occur. This is where BiO® excels—its AI capabilities allow it to “think” like an experienced FM team, but act with the speed and precision of a machine.
The result? Lower costs, fewer errors, and a more proactive service model that scales effortlessly. Human teams are freed to focus on relationships, strategy, and value creation, while BiO® takes care of the heavy lifting in the background.
The Key Features of Service as a Software
- Technology-Driven
At its core, this model relies on smart, adaptable technology. For DMA, that’s BiO®—our digital service management platform. It connects systems, sensors, data, and workflows to automate the end-to-end lifecycle of building maintenance and compliance. - Minimal Human Intervention—Maximum Value from People
Let’s be clear: this isn’t about removing people. It’s about removing repetitive, low-value tasks from people, so they can focus where they add the most value—building trusted client relationships, solving complex issues, and delivering outstanding customer service. As an SME, DMA’s personal approach is one of our biggest assets. BiO® enhances that by freeing up our teams to do more of what matters. - Efficient, Scalable, and Consistent
By embedding service logic in the software itself, we ensure consistent, compliant delivery—whether we’re managing one school or 100. BiO® makes our services scalable and repeatable, without sacrificing quality or control.
BiO®: Service as a Software in Action
Our BiO® maintenance management platform is the perfect example of a Service as a Software product.
BiO® was developed in-house at DMA Group, refined through decades of facilities management experience.
Here’s what makes BiO® different:
End-to-end service delivery
When you raise a job in BiO®, our service teams see it instantly and act on it. The platform manages the lifecycle from initial request through to completion and verification.
Real-time visibility
Every job, every compliance check, every asset — all tracked in real time. You can see exactly what’s happening without sending a single email.
Expertise built in
BiO® reflects 20+ years of FM know-how. Our processes are hardwired into the platform, so best practice isn’t optional — it’s automatic.
Predictive and proactive
Using live asset data, BiO® helps us spot and prevent problems before they happen, reducing downtime and costs.
Single source of truth
All data, communication, and documentation live in one place — reducing admin and eliminating duplication.
Why Service as a Software Matters for Facilities Management
In a sector where uptime, compliance, and cost control are everything, Service as a Software delivers a step change:
- Faster issue resolution — the moment a fault is logged, it’s already being addressed.
- Better compliance — no chasing certificates or inspection reports; everything’s recorded automatically.
- Reduced downtime — predictive maintenance means fewer breakdowns.
- Clear accountability — one provider, one platform, one version of the truth.
In short, Service as a Software FM tech means you get the benefit of a market-leading digital platform and a fully managed FM service in one seamless package.
From DMA to the wider market
BiO® has been the heartbeat of DMA Group’s award-winning FM services for years. It’s helped us manage everything from schools and hospitals to commercial offices and heritage sites — keeping them safe, compliant, and operating at peak performance.
And now, we’re preparing for the next step.
We’ll be sharing more in the coming weeks and months, but for now, remember this:
Software as a Service gave you the tools. Service as a Software gives you the outcome.
