Hard FM and soft FM
Hard FM usually refers to building fabric and technical systems, such as mechanical and electrical assets. Ask which assets and specialist tasks are included. Soft FM usually covers services that support use of the premises, such as cleaning and security. Ask about hours, task frequencies and the boundaries between tenant and landlord space.
A provider may describe both as a complete package while leaving specialist work as an extra. Check the service schedule rather than relying on the label.
Total FM, integrated FM and managing agent
Total facilities management (TFM) generally describes a combined package of hard and soft services. Integrated facilities management (IFM) emphasises how management, workflows and reporting are coordinated. Neither term tells you whether every task is delivered directly or through subcontractors.
A managing agent coordinates work on behalf of a client within an agreed authority. Ask who contracts with the specialist, who pays and who can approve additional expenditure. The appointment should make those relationships explicit.
PPM, reactive maintenance and backlog
Planned preventive maintenance (PPM) is scheduled work intended to maintain assets and manage foreseeable deterioration. Reactive maintenance follows a reported fault or failure. A backlog is known work that has not yet been completed; it can contain very different risk priorities.
Ask how planned jobs, faults and backlog recommendations share the same asset record. An inherited backlog may require a separate budget and should not be hidden inside a headline maintenance fee.
SLA, KPI and response time
A service-level agreement (SLA) sets agreed performance commitments. A key performance indicator (KPI) is a measure used to monitor delivery. A useful KPI has a defined denominator, reporting period and evidence source.
Response time can describe acknowledgement, attendance or another event. Define it before comparing promises. Time to make safe, restore service and permanently resolve a fault may differ; report them separately when they matter.
CAFM, CMMS and asset register
Computer-aided facilities management (CAFM) software supports facilities workflows and information. A computerised maintenance management system (CMMS) focuses on maintenance activities. Product names do not establish the completeness of the data held in them.
An asset register identifies the equipment or building elements being managed. Ask how records are updated, who can export them and what happens to the data at contract exit. A dashboard without identifiable assets is difficult to audit.
Mobilisation, variation and lifecycle planning
Mobilisation is the transition into a new contract: people, information, access and work schedules need to be ready. A variation is an agreed change to scope, price or another contract term. Record how changes are authorised so extra work does not become a surprise invoice.
Lifecycle planning considers future repair or replacement needs. It is different from the annual cost of planned servicing. Ask which expenditure is included in the operating fee and which items need a separate capital decision.
Use the terms to improve your specification
Turn each unclear term into a question in your tender: what is covered, which assumptions affect price, what does the report show and who receives the records? Write down the agreed answer before appointment.
For a fuller definition of the profession, IWFM describes the relationship between buildings, people and the processes supporting business performance. This glossary uses practical procurement explanations and does not claim to reproduce every formal standard definition.
Sources and editorial responsibility
This is company-published buyer guidance. Official sources support the context, not an endorsement, accreditation or a claim that we inspected your premises. Use competent advice for the specific building and work involved.
We have a commercial interest in FM enquiries. Read our editorial standards or send a correction.