Secured communication service strategic planning using itil v3 framework case study: X service

Abstract

'X Service' is a secured communication network service that is maintained by one of the national intelligence agencies which responsible for securing national classified information, 'agent A'. As a communication service provider that is highly related to IT, 'X Service Unit' has not been applying IT service management (ITSM) practices properly. This has resulted in dissatisfaction from service users and inability to perform the required level of information security. In this paper, ITIL (IT Infrastructure Library) v3 has been chosen as a guidance to plan the service strategy for 'X Service'. The design process is preceded with a literary study to have a good understanding in ITSM and ITIL v3. The next step is a field study that is done to understand the existing condition of 'X Service Unit'. After analyzing the results of the mentioned studies, a strategic planning guidance based on ITIL v3 is designed with four strategy components, 4P, namely: Perspective, Position, Plan, and Pattern. This strategic planning guidance then has been successfully applied to design the strategic planning for service X for 2016-2020. In this paper, ITIL v3 Service Strategy [1] will be used as a main framework to design service strategy planning for the ,'X Service'.