Through analyzing the IT service management framework and associated processes of Organization, this paper establishes various indicators of IT service management process. The weights of each measure are calculated with a logical hierarchy process (AHP), and the evaluation was executed in the Organization. And the suggestions are proposed with the meditation of both the evaluation results and the real position of Organization’s IT service management. The case is extremely considered in the views of IT service management objectives and misunderstandings, customer fulfillment model of IT service management, knowledge supporting formation of IT service management. It is terminate that if the organization wishes to successfully contraption IT service management’s customer satisfaction model, it should eliminate the misunderstandings of IT service objectives first, while the advocacy of knowledge supporting structure of IT service management can play a number of effects.