A Process Improvement Framework for Information Technology Management in Small to Medium Enterprises (PI4IT)

Small to Medium Enterprises (SMEs) account for over 99.7% of businesses in the U.S. (over 95% globally) and of those SMEs, 90% use computer systems as part of daily business operations. Despite the high penetration of Information Technology (IT) at the SME level, many SMEs lack proper IT management practices. For example, studies have shown that seven out of ten SMEs go out of business after a major data loss event. Proper IT management guidance can mitigate or eliminate many SME IT management issues.;This research study focuses on the development and validation of the Process Improvement for Information Technology (PI4IT) framework and its assessment model. PI4IT addresses and improves the most common SME IT issues through the assessment and accomplishment of goals across seven foundational capabilities. The foundational capabilities were determined using a Delphi methodology and validated using mixed methods techniques using survey data collected from 72 SME IT providers and practitioners.;The contribution of this dissertation is an innovative and practical IT management framework that guides the SME through the IT management improvement process. Artifacts include the dissertation, the PI4IT web site, and the quick assessment checklist.