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Quality of service. Communication. 4.1 Customer care This concept is paramount for m anaging IT services.

This is to make a projection of the phases and ITIL processes and their structure on the links in the value chain.

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Keywords: Best Practices, ITIL, Process, value chain, strategic alignement.

Introduction The ITIL skills base has produced good management practices for IT departments that have contributed to improving the services provided by the computing entities to their clients.

Based on our experience in i mplementing these processes in industry, and our experience implementing enterprise resource planning (ERP) and project management, it has proved that there is a chance that these processes can bring added value, if applied to the enterprise value chain.

Indeed, the definition of value chai n is; a set of functions dealing with input materials, transforming them into products or services to sell on to c ustomers.

Thus we were challenged to make analogies with the proposed ITIL phases.

This paper proposes an original approach by adopting the proposed ITIL methodology to manage enterprise value chain.

This approach should enable us to bring the power of ITIL methodology to improve the busi ness enterprises.

ITIL Background To define ITIL, one must position oneself in a context of continuous improvement of i ts services and referral requirements regarding both internal external clients.

ITs concentration of effo rts on customer value will contribute to a strategic alignment of IT services with the business enterprise.

Best practice organizations provide a structure approved by years of experience in large companies, globally recognized for their professi onalism, to formalize their processes and optimize IT service management.

ITILs Vocation Since ITIL acquires more and more ground in the market for information systems thro ugh its effectiveness and efficiency in service management, the IT policy makers.

It constitutes a significant burden for companies, especially those whose core business is no t information systems.

Information systems are increasingly complex.

As long as computers have been trying to m eet the requirements and demands of their i ndividual customers, they have found themselves facing an infrastructure and a large arsenal of applications that must be managed and mainta ined.

With the advent of new information technologies and communications (social networks, etc.), users have become more know ledgeable and aware of the potential of new computers.

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Especially since software publishers have made a pplications more available (The advent of open source) and increasingly complex telecommunications infrastructure (mobile phone ).

As long as companies are spending enorm ous sums of money on infrastructure hardware and software, leaders expect a return on their investment and are begini ng to optimize their spending.

It has introduced chargeback services practices between subsidiaries of holding companies.

This new situation has opened the eyes of CIOs who want to bill their services to their internal customers.

With an operating system based on subcontracting, the user begins t o ask questions about the added value of CIOs, as external vendors support their applications with levels of services that are contracted out.

For companies specializing in IT, being certified and having certified staff improves their reputation and their clients gains confidence that is either internal or external.

This certification is a label that the ISD can display to demonstrate their professionalism and adherence to recognized international standards.

The Basic Concepts of ITIL Mainly, ITIL is based on five pillars: Customer care.

Quality of service.

Communication. 4.1 Customer care This concept is paramount for m anaging IT services.

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