Contemporary Economy (Dec 2017)
MANAGING IT SERVICES AS A SOURCE OF INNOVATION IN SMALL AND MEDIUM-SIZED ENTERPRISES OF THE ICT SECTOR IN POLAND
Abstract
Efficient IT service management is a current area of concern and the focus of on-going improvement for both business and science. The high dynamics of the software market, globalisation and delivery of high quality IT services are challenges that small and medium-sized enterprises must face. The drive towards innovation in the SME sector cannot concentrate only on the product but also on the process and organization. ITSM frameworks and good industry practices are an effective tool to help support innovation in providing IT services. This article aims to identify barriers to and benefits of ITSM implementation in SMEs of the Polish ICT sector and interpret the obtained results in the context of creating innovation. The article present the results of primary data collection among 345 small and medium-sized enterprises of the ICT sector in Poland.
