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The Deployment of Service Management Systems in SMEs – Three Case Studies

Authors:
Martin Wynn
Emma Tipton

Keywords: service management, SMEs, information systems, process change, case studies

Abstract:
Service management is a new and emerging software niche, which is still relatively unexplored by many companies. This paper examines the service management process in three small to medium sized enterprises in the UK Midlands region, and the software systems that support the process. The paper provides a top-line analysis of the degree of fit between process and technology support, and concludes with some observations on service management as a process and systems concept.

Pages: 149 to 156

Copyright: Copyright (c) IARIA, 2011

Publication date: September 25, 2011

Published in: conference

ISBN: 978-1-61208-152-6

Location: Rome, Italy

Dates: from September 25, 2011 to September 30, 2011