there are 2 prescriptive ITIL based service delivery and service support frameworks developed by Microsoft;

The MOF (Microsoft Operational Framework)and the MSF (Microsoft Solution Framework) can both be used to map/deliver ITIL compliant services.

Some linux / unix guys may gag on the MS tag but the processess are relevent for all shops.

http://msdn.microsoft.com/vstudio/teamsystem/msf/

and

http://www.microsoft.com/technet/itsolutions/cits/mo/mof/default.mspx