Small and Medium-sized Enterprises (SMEs) are currently immersed in Volatility, Uncertainty, Complexity and Ambiguity (VUCA) environments and need to adapt and innovate both their services and their management practices and processes. Unfortunately, models and standards for service management are focused on large organisations, therefore, their application in SMEs is expensive and, generally, unfeasible. In order to contribute to the sustained success and development of SMEs, this paper presents a framework for service management evaluation. The objective of this framework, which is based on international standards and the main models for service management, is to be a roadmap containing well-defined and formalised processes that helps SMEs to improve the quality of their customer services. The proposal is validated in this work by means of its application to a real case study.

中小型企业 (SME) 目前沉浸在波动性、不确定性、复杂性和歧义 (VUCA) 环境中，需要调整和创新其服务以及管理实践和流程。不幸的是，服务管理的模型和标准主要针对大型组织，因此，它们在中小企业中的应用成本高昂，而且通常不可行。为了促进中小企业的持续成功和发展，本文提出了一个服务管理评估框架。这个基于国际标准和主要服务管理模型的框架的目标是成为一个包含明确定义和正式流程的路线图，帮助中小企业提高客户服务质量。