Strategic Management for IT Services Using the Information Technology Infrastructure Library (ITIL) Framework

Nowadays, the IT paradigm which initially focused solely on data processing and manipulation, has now begun to shift to strategic planning and IT services. The company or organization must consider building and implementing a clear Information Technology Service Management (ITSM) that can control all IT services better. Unfortunately, not all companies or organizations are able to easily use the existing ITSM framework. This paper proposes a solution for an ITSM model. The purpose of this research is to provide ITSM models and document templates that can be used by organization. This study uses the Information Technology Infrastructure Library (ITIL) framework model, a framework that is widely adapted by companies today. The model that will be made in this study is at the service strategy stages. This research contributes to providing an ITSM model using the ITIL framework that can be used for organization in particular.