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Themes and Challenges For Service Management Solutions In Small and Medium Enterprises (SMEs)

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Executive Summary

In this paper, the authors provide an exploratory case study within an SME that is currently selecting a Service Management Solution (SMS) to enhance the existing SAP Business One systems. They examine existing business processes, legacy systems, potential solutions, and vendors with the aim of establishing the field of service management options available for an SME. The data collection centers upon in-depth interviews with SMS vendors supplemented by interviews with key staff members from the SME being studied.

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