Today, everything we do needs to add value to the organization we are part of and IT service management is no exception: align IT and business strategy, reduce total cost of ownership (TCO) and increase return on investment (ROI), comply with corporate and IT government regulation, provide required IT service and standarize IT operations, increase IT customer satisfaction and productivity. ITIL is a collection of the best practices that address IT service management and business-focused discipline. ITIL brings IT into closer alignment with the business. IT infrastructure library (ITIL) is an integrated management based architecture for the provision of IT-service built upon standards-based processes and tools becomes feasible. which aligned the related standards such as ISO 20000 to manifest IT service management practice. however IT management processes must be develop to align with the existing IT infrastructure and operation and must be modeled around frameworks such as ITIL. this paper illustrates enhanced knowledge base and ability to use the same ITIL out-of-the-box solution, reduction of IT costs through better IT management and consolidation of IT resources, a case study highlights the contribution of part of ITIL implementation. service support/service desk which is a single-point of contact within the IT organizations for users of IT services.