Information technology service management models applied to medium and small organizations: A systematic literature review

摘要

(ANTECEDENT) The main responsibility of the Information Technology Service Management (ITSM) as an organization is to provide services in high level quality. That implies that the services will be an appropriate service and it will ensure continuity. In this context, the organization needs to adopt the best practices in service management to be more efficient and competitive. Some ITSM models collect the best practices of recognized organizations. These models are mainly applied by large organizations. (OBJECTIVE) The objective of this study is to gather experiences in the application of ITSM models in small organizations. (METHODS) To achieve this objective a systematic literature review was performed. (RESULTS) We found primary studies applied to IT areas from some large and medium companies but there is a few in small companies' context. (CONCLUSION) During the SLR we have identified some improvements and difficulties in many organizations, we have founded when applying ITSM models. The principal difficulty was the lack of knowledge of its personnel and consultants have, for adopting a model. On the other hand, companies who succeeded in the application of an ITSM model, had founded some benefits, such as processes improvement, higher user satisfaction, and service cost and time reduction.