Themes and challenges for service management solutions in Small and Medium Enterprises (SMEs)

Ofoegbu, AC; Griffiths, M; Heinze, A

Abstract

This paper provides an exploratory case study within an SME that is currently selecting a service management
solution (SMS) to enhance the existing SAP Business One systems. We 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 centres upon in-depth interviews with SMS vendors
supplemented by interviews with key staff members from the SME being studied.
The theoretic contribution of this paper is in identifying generic themes and challenges for service management
solutions. Moreover, a practical contribution is in the critique of SAP Business One as a SMS option and in the
proposal of a “Requirement/feature mapping” table that can be used for decision making by aligning
organisational business process and systems functionality.

Citation

Ofoegbu, A., Griffiths, M., & Heinze, A. (2011, March). Themes and challenges for service management solutions in Small and Medium Enterprises (SMEs). Presented at UK Academy for Information Systems 16th Annual Conference 2011, Oriel College, University of Oxford

• Presentation Conference Type: Other
• Conference Name: UK Academy for Information Systems 16th Annual Conference 2011
• Conference Location: Oriel College, University of Oxford.
• Start Date: Mar 11, 2011
• End Date: Mar 13, 2011
• Deposit Date: Aug 5, 2011
• Publicly Available Date: Aug 5, 2011
• Additional Information: Event Type : Conference