  This paper deals with how to manage effectively in the design, implementation
and support of an IT infrastructure at an enterprise level. This particular
management is lacking in today's IT infrastructure scenario. Just
implementation is not sufficient for an NON-IT industry, they need a proper
support in the infrastructure like documentation, support work flow, ticketing
systems (used for IT related issue either hardware or software) etc... Many
organizations spend a lot of money for this support and they expect a lot from
the provider. Many providers sign in the SLA that they will provide them with
an excellent support, but 80-90% it doesn't happen. Many times they don't meet
the expectations of their client. So how to make these expectations being met
100% for the client? That is what is going to be discussed in this paper with
respect to ITIL framework and other technical terminologies.
