Chapter 1 is the Introduction which explains the connection of organizations and businesses to the IT service providers. In chapter 2 we discussed the basic concepts of ITIL and the function processes across the lifecycle. Chapter 3 is the main chapter of this thesis and it consists of the important service management processes. Moreover the goals, benefits and processes are explained in detail. Chapter 4 covers the implementation of the service desk which is vital in today’s organizations. And finally gathering and analyzing requirements are explained in chapter 5 to help readers understand the requirements needed.