A Study of Information Technology Infrastructure Library (ITIL) Framework Implementation at the Various Business Field in Indonesia

Information Technology (IT) grows very rapidly and affects the success of a business life of the organization. Many organizations has implemented a computer-based service at their business process. IT Infrastructure is used to support the computerized business process that means its need to be managed as services. Therefore, for giving more value for the IT Services, organization need to apply an IT Services Management (ITSM). In Indonesia, a lot of organization has implemented a framework that can manage the IT Infrastructure, namely IT Infrastructure Library (ITIL). This framework is a best practice for ITSM that mean ITIL is not a standard of ITSM but a best, good and common practice that was successfully implemented at a large number of the organization. Through this paper, the authors want to explain how the implementation of ITIL Framework in Indonesia and identify the impact of implementation of ITIL Framework at the organization that has implemented this framework in Indonesia.