IT Service Management for Small and Medium-Sized Enterprises: A Domain Specific Approach
Micro, Small and Medium-sized Enterprises (SME) are socially and economically important, since they represent 99 % of all enterprises in the European Union (EU). They provide around 65 million jobs and contribute to entrepreneurship and innovation. Being an essential ingredient of present-day business, Information Technology (IT) on one hand works as an enabler for company's success but on the other, it is a source of many threats. This implies the need for an effective and efficient management of IT function within the organization. Over the past years, big corporations together with academia have elaborated a set of good practices, known in the literature as 'IT Services Methodology (ITSM) or ITSM frameworks. Due to their scope and complexity, these frameworks are not sufficiently tailored for SMEs needs.