Today IT is a fundamental tool for every company′s strategy. They affect a number of business parameters and make it possible to gain advantages over competitors. Their application in business contributes to adding vlaue, progress and advancement. That is why IT managers are at the center of the entire company′s interest. Ideal characterististics of IT managers are tehnical or engineering education, along with knowledge and education in the field of finance, marketing and strategic planning. Management clarifies the oversight, responsability and correctness of decisions made for a large number if IT strategies, resources and control activities. Many companies combine multiple frameworks at the level of individual departments and organization depending on their needs. They implement examples of the best practices that are applicable in their cases. In this graduate thesis, the most important method is ITIL. That has become one of the best practices for managing with IT. ITIL is the best practice framework that can help the organization achive ITSM87 excellence. It describes how to maximize IT capability to provide services that are more cost-effective and meet their business needs and expectations. It ha san impact on reducing business costs, impoving service quality, improving cutomer satisfaction and improving compliance. It can be also described as a set of exercises of books or books that describes a biusiness cycle in a company and teaches IT professionals how to use the avaiable IT services and resources as much as possible. It′s not related to any company, everything that is learned can be applied in any business enviroment. The core features of the ITIL framework are primarily focused on aligning IT systems with the needs of a particular company. The ITIL standard is available to everyone, the framework is maintained by the nonprofit organizations, it was accepted by the largest global organizations and there are extremly large amounts of educational material to reach the goals set by ITIL. A research was conducted about help desk at Uljanik PIS d.o.o.. They developed their own help desk system as a part of their IIS Burin and it is called Burin helpdesk. It is based on ITIL specifications and standards. In this way a more complete integration with the existing subsystems has been achived, the same technology platforms were retained, better human resources are utilized and have their own specific support of the system. With Help Desk, all user requests and queries are registred in one place, providing a quality and fast solution.