Framework for Evaluation of Enterprise Software in IT Service Management of Small and Medium Enterprises

Abstract

The paper is concerned with problems arising in the process of management of enterprise software integration for better fitting to business needs through evaluation its performance and user’s satisfaction. The method assumed to be used on the small and medium enterprises (SMEs) to substitute expensive and high human recourse demanded methods. The paper describes the enterprise software evaluation method which was tested in three SMEs. The method and findings of this work can certainly be useful for SMEs that need to evaluate their enterprise software to clarify how it suits to their business processes and what the end-users experiences in working process.