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“People do not want (buy) quarter-inch drills. They want (buy) quarter-inch holes.”


Changing the point of view: IT Service Management (ITSM) is a discipline for managing IT of enterprises centered on the customer’s perspective of IT’s contribution to business. It means the planned and controlled use of hard- and software, people and processes to support the operative needs of internal customers (employee) as well as external ones as efficient as possible.

Larger companies started back in the 1980s to use IT service management methods to run their IT departments more effectively aligning their IT- to their business strategy. In comparison to them, many small and medium-sized enterprises (SME) don’t use ITSM till today and waste valuable resources in running basic IT-functions like e.g. the maintenance of printers, software or server.

ITSM4SME wants to make SME aware of the potential of ITSM and train them using a blended-learning approach and a simplified ITSM method tailored to the needs of SMEs in Bulgaria, Romania and Slovenia. All training courses and materials are available in the three local languages and are free of charge. The following modules show the available training sessions in summary. A registration opportunity could be found at the end of this page.

IT - Cost factor or
strategic Advantage?

Module A

Module B

IT Service Management:
The cookbook approach

Module C


Detailed ITSM Courses
Modelling Environment




Module A

IT – Cost Factor or Strategic Advantage?

The first training course illustrates from a business perspective how SMEs could benefit from the utilization of IT Service Management (ITSM) and why the use of ITSM is very promising. It clarifies what IT services are and how companies can align their IT strategy with their business strategy. The module explains with real life business cases, how IT services could be managed to innovate business processes and products to reach real business value. The main target group of this short training course are CEO, CIO, IT-department leads, managers, project leads, etc.

Module B

IT Service Management: The cookbook approach

Training module B explains detailed IT Service Management (ITSM) practices, and why they are promising for SME from a technology perspective. The modular and simplified ITSM4SME Service Management method, is presented step by step. The training deals with topics like IT services, service level management, technology strategies, systems and outsourced services, service and infrastructure operations, IT procurement and continuous service improvement. This training has the character of a workshop and is designed for all kinds of IT employees like system and service developer, system operator, project but also IT department manager.

Upcoming Training Courses in Bulgaria, Romania and Slovenia (Module A + B)

Please click on the name of the training to get more details and the opportunity to register. Please note: Trainings are only operated in Bulgaria, Romania and Bulgaria. Therefore, the training details are presented in the respective regional language.

No Trainings available

The ITSM4SME project has been funded with support from the European Commission within the Life Long Learning Programme. This publication reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein.


All content and materials created by the ITSM4SME consortium are available under the Creative Commons Licence CC BY-SA, except the modelling tool ADOit® from BOC Group. CC BY-SA means, you are free to share and adapt, but you must give appropriate credit and distribute under the same license.