In case you are not familiar with ITIL here are some resources for you to go do your own research.(I got this picture from a post about ITIL for small-medium businesses called ITIL is Essential.)
1. The official ITIL homepage
2. A paper on ITIL based help desks
3. ITIL Overview/FAQ
4. Criticisms of ITIL - The IT Sceptic
5. A public ITIL wiki
