Serivice/help desk is a fundamental element of IT services. Since help desks are front liners of your company, it is important that you maintain a good quality in IT services. The Help desk is your customers fist contact that they can run to if they are having a hard time figuring out technical problems. That is why IT help desk is certainly valuable unit in your business. With ITIL® Service/ help desk, the company can help improve the services they can offer their customers. On a technology based company it is expected that the company can handle and manage the system of service to improve the business. To aid companies in call centers and help desks and improve their IT services, ITIL® teaches organizations the value of help desks in IT services. ITIL® builds a framework to enhance and improve the quality of your services. It also helps you recognize the strengths and weaknesses of the organizations help desk. In identifying the weaknesses, the company can now develop guides to find solution to it and overcome technical problems. The ITIL® stresses best business practices and other administration strategies to improve the organizations help desk. It gives also broad and consistent set of principles to manage IT services appropriately. It creates a setting that produces premium quality service. The ITIL® concentrates on the processes, IT issues, business practices and its people. Information Technology Infrastructure Library has 8 instruction manuals that talk about various characteristics of service management in help desk. It is very important that guidelines are met. Technology upgrades everyday and if your help desk system does not have a room to implement these improvements and upgrades, then having service management problems are to be expected.