The rapid advancement of digital technology causes fierce competition from digital-born companies to the incumbent ones, so they need to accelerate their digital transformation (DT). Prior research has found the influence of IT governance (ITG) mechanisms on organizational performance. (OP), mediated by DT. However, there is a need to identify the prioritized IT services management initiatives to support their DT. This case study is performed in BankCo using Design Science Research (DSR) and the latest ISACA’s framework of COBIT 2019 Governance & Management Objectives (GMO). The solution and implementation roadmap results are analyzed and designed based on interviews data and documents triangulation. There are three important initiatives BankCo namely DSS05 Managed Security Service, BAI06 Managed IT Changes, and BAI04 Managed Availability and Capacity. The estimated solution implementation increased BankCo’s maturity to 3.XY. This research contributes to the knowledge base regarding IT service management prioritization and provides practical implications for BankCo to enhance their DT, and the banking industry in general.

Perkembangan teknologi digital yang sangat pesat telah meningkatkan kompetisi yang ketat dari perusahaan born-digital terhadap incumbent, sehingga mereka perlu mempercepat Transformasi Digital-nya (TD). Penelitian sebelumnya telah menemukan pengaruh mekanisme Tata Kelola TI (TKTI) terhadap Kinerja Organisasi (KO), dimediasi oleh TD. Namun, terdapat kebutuhan untuk mengidentifikasi manajemen layanan TI prioritas untuk mendukung TD mereka. Studi kasus ini dilakukan pada BankCo menggunakan Design Science Research (DSR) dan kerangka kerja ISACA terkini yakni COBIT 2019 Governance & Management Objectives (GMO). Solusi dan roadmap implementasi dianalisis dan dirancang berdasarkan data wawancara dan triangulasi dokumen. Terdapat tiga inisiatif penting BankCo yaituDSS05 Managed Security Service, BAI06 Managed IT Changes, dan BAI04 Managed Availability and Capacity. Implementasi solusi tersebut diestimasi meningkatkan kematangan BankCo menjadi 3.XY. Penelitian ini berkontribusi terhadap basis pengetahuan mengenai manajemen layanan TI prioritas serta menyediakan implikasi praktis bagi BankCo untuk meningkatkan TD-nya, serta industri perbankan secara umum.