This article describes the operational processes of the Help Desk service of a company in the retail segment sales of paints and the like, for improvements through the redesign of processes based on ITIL best practices. The purpose of this Article is to reduce the time of service of the Department of Information Technology, record all services performed by the department, document the processes and the services provided. To make the objective is presented a study on the ITIL recommendations in questions Incident Management, Problem and Service Catalog Management Management as well as a case study on the services performed by the Department of Information Technology, in order to validate the proposed solution on real cases. It is proven throughout the study the improvements achieved by the Department with the use and application of ITIL within the Help Desk Service. The service time decreased considerably and user satisfaction increased.