Purpose – The research purpose is to enhance knowledge of how organizations can form a PSS through an IVHM system when information is sensitive.

Method – A single case study design of abductive approach was used, with data collection through six semi-structured interviews.

Findings – A system combining IVHM and PSS has many potential benefits, however there are several challenges that need to be overcome in order to implementing a successful model.

Theoretical implications – This study treads a new area not previously explored in the literature when it combines PSS and IVHM, which relies heavily on information flow to succeed, with a case of information sensitivity. This study hence explores a problematic area for either PSS or IVHM, expanding the current literature and providing initial suggestions of how to navigate this.

Practical implications – Firstly, it shows managers the challenges that comes with implementing PSS-IVHM and increasing involvement in the customers’ processes. Secondly, this study shows the theoretical and general challenges of PSS-IVHM and applies the case study’s perspective of information management, granting managers a larger foundation of knowledge before starting their initiatives of PSS-IVHM.

Limitations and future research – This study provides a limited amount of empirical data. Therefore, future research should focus on increasing and widening data collection. The study suggests there is a considerable challenge in conservatism within the defence industry and therefore future research is suggested to explore how change management can combat this challenge.