ITSM Adoption in European SMEs: Transition versus Developed Economies

摘要

The goal of this paper is to investigate and better understand the differences in Information Technology Service Management (ITSM) adoption by small and medium sized enterprises (SMEs) between transition and developed economies in Europe. This study draws from research conducted among companies from six countries from Central and Eastern Europe within INNOTRAIN IT project financed by European Regional Development Found. The conducted analysis focuses on the comparison of ITSM-related issues between transition and developed countries. The particular issues investigated concentrate on the level of information technology (IT) adoption, strategic role of IT, and awareness and adoption of ITSM concept. The main findings suggest that, regardless of the national economy type, ITSM concepts are to a limited extent known and adopted by SMEs. At the same time, the results illustrate that transition economies lag behind developed economies in all investigated ITSM-related areas.