Managing IT services in the defence sector comes with a unique set of challenges. Unlike in commercial businesses, where IT failures might result in financial loss or reputational damage, in defence, the stakes are far higher. Worst case scenario: disruption that jeopardises operations and ultimately risks lives.
To keep these services and systems running efficiently and securely, defence organisations need a structured approach to IT service management. IT Service Management (ITSM) provides a framework for handling incidents, managing service requests and ensuring IT infrastructure remains resilient. But in defence, ITSM isn’t just about efficiency, it must be built with security at the core. Without the right safeguards in place, ITSM can introduce vulnerabilities, increase the risk of cyber threats, and put critical data at risk.
Managing Complexity in Defence IT
Defence IT environments are some of the most complex in the world, spanning multiple networks, security classifications, operational requirements, and countries. Legacy infrastructure must integrate seamlessly with modern cloud-based services to reduce spiralling operational maintenance costs and enable IT teams to undertake digital transformation. Without a structured ITSM approach, these environments become difficult to manage, leading to inefficiencies, security risks, increased costs, and delays in responding to IT incidents.
A secure ITSM solution ensures that IT services remain stable, traceable and protected. It allows IT teams to manage incidents in real time, track changes across infrastructure and automate workflows to reduce manual errors. In an environment where operational readiness is paramount, a strong ITSM framework provides the necessary control and oversight.
Security as a Non-Negotiable Factor
The defence sector is a prime target for cyber threats, from nation-state actors attempting to breach classified networks to insider threats that can compromise critical data. A weak ITSM system exposes security gaps and limits the response, making it easier for attackers to exploit misconfigurations, unauthorised changes, or poorly managed access controls.
A secure ITSM framework enforces strict security measures at every stage, ensuring that access to sensitive systems is tightly controlled and that any changes or incidents are logged for full auditability. It also integrates with cyber security tools to provide a more proactive approach to threat detection and response. In highly regulated environments, ITSM must work hand in hand with security protocols to prevent vulnerabilities from being introduced into critical systems.
Meeting Defence Compliance Standards
Defence organisations operate under some of the most stringent regulatory requirements. In the UK, this includes compliance with the Defence Cyber Protection Partnership (DCPP), ISO 27001 for Information Security, Joint Service Publications (JSP440, JSP441, JSP453), and the National Cyber Security Centre’s Cyber Essentials framework. Ensuring ITSM solutions align with these standards is crucial for maintaining security and avoiding operational or legal risks.
A well-implemented ITSM system helps defence organisations meet these regulatory requirements by embedding quality and continual improvements into everyday processes. Change requests follow strict approval workflows, incident resolutions are logged and auditable, and security controls are enforced across all IT services. By taking a security-first approach, organisations can reduce the risk of security breaches and demonstrate adherence to government regulations.
The Role of ServiceNow ITSM in Defence
One of the most effective ITSM platforms for defence organisations is ServiceNow IT Service Management (ITSM). Designed for large-scale, complex environments, it provides a centralised system for managing IT services, managing assets and configuration, improving efficiency and reducing operational risk. Through automated workflows, structured incident resolution and real-time visibility into IT operations, ServiceNow ITSM ensures that defence IT teams can respond quickly and effectively to emerging challenges.
Beyond efficiency, ServiceNow ITSM also strengthens security by enforcing strict access controls, tracking actions for auditing and integrating with cyber security tools. However, implementing ServiceNow ITSM in a defence setting requires more than just technical expertise, it demands an in-depth understanding of security requirements, operational constraints and regulatory obligations.
Why Defence Needs Security Cleared ITSM Specialists
Implementing ITSM in a secure environment isn’t a straightforward process. Defence organisations cannot afford to work with IT service providers who lack the necessary security clearances or experience in classified environments. A generalist approach to ITSM implementation could introduce risks, failure to meet regulatory requirements, or create inefficiencies that slow down critical operations.
Working with security cleared ITSM specialists ensures that every aspect of IT service management aligns with the security and operational needs of defence. Cleared professionals understand the restrictions involved in working with classified networks, deploying solution on-remise or in the cloud, and can configure ITSM solutions to operate securely within these constraints. They also ensure that regulatory compliance is fully embedded into the implementation process, reducing the risk of oversight or misconfiguration.
Without the right expertise, even the most advanced ITSM system can become a security liability rather than an asset. Defence organisations must work with specialists who can tailor ITSM to their specific requirements while maintaining the highest security standards.
The Benefits of Secure ITSM for Defence
A well-implemented secure ITSM system offers more than just operational improvements. It enables IT teams to respond to incidents faster, ensuring that mission-critical systems remain operational without unnecessary downtime. To make this happen, the ITSM system will contain high value information regarding personnel, assets, and operations. By embedding security into every process, reducing the risk of cyber threats, classified information always remains protected. IT service management also plays a key role in cost reduction by streamlining workflows, automating routine tasks, and minimising inefficiencies. This is especially relevant and true of defence, where futureproofing operations through the modernisation of IT systems and digital transformation is rapidly becoming essential.
How We Can Help
Logiq specialise in secure ServiceNow ITSM implementations for defence and government. Our security cleared experts bring unrivalled, proven expertise in delivering ITSM solutions that align with the security and compliance needs of highly regulated environments. From initial consultation to full implementation and ongoing support, we provide tailored ITSM solutions that keep IT services efficient, secure and compliant.
Contact us today to discuss how our security-cleared specialists can help strengthen your organisation’s ITSM capability.
About Logiq:
Logiq is a NCSC-assured cyber security consultancy and secure managed services provider focused on safeguarding critical organisational data. Our clients are amongst the most demanding in the world and have some of the most stringent and complex security needs. We help to design and develop innovative solutions that enable them to focus on delivering their business securely.
