A domain specific IT service management approach for small & medium enterprises

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Conference Paper

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Küller, P., Vogt, M., Hertweck, D., & Grabowski, M. (2011). A domain specific IT service management approach for small & medium enterprises. Paper presented at the 16th International Business Information Management (IBIMA) conference on innovation and knowledge management, Kuala Lumpur, Malaysia.

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2011 HERDC submission. FoR code: 080609

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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. Nonetheless sophisticated technologies and management frameworks have been mostly developed for large corporations. This research project will help to close this gap and foster the utilization of IT Service Management (ITSM) in SMEs by means of a modified ITSM methodology. Data of 215 surveys and 24 case studies in SMEs across Europe have been collected and analyzed to identify relevant barriers and requirements for the domain of SMEs. Based on these findings we developed a simplified ITSM method which is utilizing a customized BPM tool.

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This document has been peer reviewed.