Nowadays, information technology services management (ITSM) has become strongly needed for every kind of organisations providing IT services for customers or for themselves. However, existing models (as CMMI-SVC, ITIL or ISO/IEC 20000) are strongly difficult to implement on very small organisations. The aim of this study is to validate an ITSM model specifically proposed for small organisations, the PCPS4SVC model. This model was developed considering the needs and constraints of small organisations and was verified against reference models using process mapping. In this study, the model was validated in three small enterprises, where it was tailored and implemented. As a result, the enterprises improved their IT services operation. Finally, it was determined than PCPS4SVC is a model easy-to-use and adequate for small enterprises.

中文翻译：

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小型组织的ITSM模型：经验验证

如今，对于为客户或为自己提供IT服务的各种组织，迫切需要信息技术服务管理（ITSM）。但是，现有模型（例如CMMI-SVC，ITIL或ISO / IEC 20000）很难在非常小的组织中实施。这项研究的目的是验证专门针对小型组织提出的ITSM模型PCPS4SVC模型。该模型是在考虑小型组织的需求和约束的基础上开发的，并已使用流程映射针对参考模型进行了验证。在本研究中，该模型在三个小型企业中得到了验证，并在此进行了量身定制和实施。结果，企业改善了其IT服务运营。最后，人们确定PCPS4SVC是易于使用且适合小型企业的模型。