A Lightweight ITSM Framework for Balancing Service Value and Cost Efficiency in Digital MSMEs
Abstract
This study explores how Indonesian Micro, Small, and Medium Enterprises (MSMEs) manage IT services with limited staff and budgets, proposing that a simpler, lightweight approach to IT service management (ITSM) is more suitable for this context. A mixed-method case study was conducted with four MSMEs in Greater Jakarta—two technology-based and two non-technology-based. Key performance indicators such as response time, downtime, and customer satisfaction were derived from service logs and customer ratings, while semi-structured interviews with owners and staff were analyzed for recurring themes. Results revealed that non-technology-based MSMEs achieved a median response time of 12.5 minutes and an average satisfaction score of 4.55, while technology-based MSMEs had a median response time of 1.8 hours and an average score of 3.95. Technology firms logged approximately seven hours of downtime per month, compared to 1.5 hours in non-tech firms, indicating a trade-off between faster responses and higher satisfaction at the cost of less systematic documentation and control. All MSMEs utilized freemium SaaS tools, marketplace dashboards, limited-service hours, and no dedicated IT staff to minimize costs. The study proposes a lightweight ITSM framework and checklist, adaptable with free tools, for use in MSME incubators and support programs, advancing ITSM literature for resource-constrained businesses.
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