This study aims to examine the implementation of IT service management based on the ITIL framework at PT Paragon Technology and Innovation, a prominent Indonesian cosmetics company leveraging information technology across its operations. A case study method was employed to describe the actual application of IT infrastructure, the IT service lifecycle, and role distribution through the RACI model. The findings reveal that PT Paragon has adopted most ITIL processes, particularly in incident management, system testing, and cloud-based infrastructure monitoring. The RACI model has been effectively utilized to define responsibilities across departments. This study recommends enhancing information security systems and fully adopting the Continual Service Improvement (CSI) framework.

Information Technology Infrastructure (ITI) plays a pivotal role in supporting operational excellence and digital transformation in modern enterprises. PT Digital Nusantara, a technology-driven company, has implemented various IT systems to optimize productivity, operational efficiency, and business competitiveness. This study aims to evaluate the IT infrastructure of PT Digital Nusantara through direct observation of physical facilities, software systems, network architecture, data security protocols, and IT human resources management. The findings reveal that while the company has developed a solid technological foundation, it still faces strategic challenges such as scalability limitations, insufficient system integration across departments, and the need to comply with international information security standards. This article suggests reinforcing cloud-based infrastructure, developing a long-term IT roadmap, and improving IT personnel capabilities through structured digital competency training.