IT and ITSM in small and medium-sized enterprises (SMEs)

In an increasingly digitalised business world, small and medium-sized enterprises face the challenge of making their IT services efficient, cost-effective and reliable. From a business perspective, an efficient IT organisation is more important today than ever before: IT services have long been a central component of the value chain and form the foundation for a successful business model.

With professional IT service management (ITSM), it is possible to sustainably optimise the IT services in the company. The spectrum of service processes ranges from a functioning incident and problem management to a flexible change and release management to an efficient asset and resource management.

Small and medium-sized enterprises in particular are still struggling today with a manual, decentralised ad hoc approach that entails resource-intensive and redundant process execution. Professional IT solutions for SMEs therefore bring considerable added value and increase the quality of service in the company. ITConcepts supports SMEs in taking stock, planning and implementing an efficient ITSM system in the company. We provide you with individual and sector-specific advice on all aspects of IT service management.

IT as the foundation for your business – low effort, high benefit

Professional ITSM for small and medium-sized enterprises is inextricably linked to the basic ITIL principles. As a globally recognised de facto standard for IT service management, ITIL focuses on service and customer orientation and provides valuable guidance for practical implementation in the company with best practices.

The benefits of ITSM and ITIL for small and medium-sized enterprises:


One of the key competitive advantages of SMEs over corporations is their high flexibility, which allows for quick and efficient decisions. With a professional ITSM for small and medium-sized enterprises, you ensure that you can also fully exploit this advantage on the IT side.

Best practice

By adapting the ITIL framework to individual challenges, it is possible to sustainably optimise IT service management in small and medium-sized enterprises. It is important to avoid over-structuring the IT organisation.


With professional IT solutions for SMEs, it is possible to create a uniform and consistent IT structure even with flexible requirements. This increases efficiency and saves human and financial resources in the company.


4me is the first enterprise service management application specifically designed to support Service Integration and Management (SIAM).

SIAM is a management approach and allows companies to seamlessly collaborate between internal and external service providers while tracking the service level of each party in real time. The unique features offered by 4me for Service Integration and Management dramatically improve the success of selective outsourcing.

The self-service features of 4me enable companies to offer their employees online support for any kind of question, problem or order. 4me makes it easy for all functions that support the core business – such as IT, HR and Finance – to increase their support efficiency and thus improve the productivity of all employees.

Highlights of 4me

  • A tool that fully supports a service-oriented approach
  • Seamless integration with other service providers without developing expensive interfaces
  • Extensive possibilities for cooperation
  • 8 times faster compared to traditional tools (measured on a 3G connection)
  • KCS-based knowledge management
  • A fully-fledged CMDB is part of the product

Atlassian JIRA Service Desk

Jira Service Desk includes ITIL-certified templates for managing operations, issues and changes. They can be used unchanged or adapted to the customer-specific requirements. Jira Service Desk provides outstanding customer service thanks to cross-channel help via web, email and mobile device. The issues reported by customers and the development roadmap can be managed on a common Jira platform to keep track of the interrelationships.

Highlights of Atlassian JIRA Service Desk

  • Developed for DevOps
  • Smarter help with self-service
  • Ready for use in minutes

BMC FoodPrints

BMC FootPrints Service Core – easily customisable, this software covers a wide range of service areas. Installed locally, you can support not only IT issues. Whether training, facility management, HR, SOX control management: with FootPrints Service Core you have more than just one tool. Reporting, management dashboards, web services and customer satisfaction surveys are also included.

Highlights of BMC FootPrints Service Core

  • Increased efficiency through the simplification and automation of routine tasks
  • Reduction of operating costs as the user can solve common problems himself
  • Increase satisfaction through user-friendly interfaces and mobile functions
  • Compliance in the documentation, recording and centralisation of IT tasks
  • Reducing risk and increasing transparency in the IT environment

As an SME, would you like to sustainably increase the quality and efficiency of your IT services?

Are you looking for a powerful ITSM system that can be optimally adapted to your individual needs?

Then you’ve come to the right place. Our experienced IT specialists advise you individually on all issues relating to ITSM and ITIL for small and medium-sized enterprises. We support you in all project phases, from inventory to planning and realisation to operation. Contact us and use the full potential of powerful IT solutions.

Contact us and make an appointment for a personal discussion!

Software Partner