In order to meet the needs of IT users, a system referred to " IT Supportive Service Model " as the exclusive supportive source has been established through which it acts as a service mediator in organizations. Having examined various experiences and models as well as the common structure and processes and conducted interview with IT users and service providers, this study attempted to offer an appropriate framework for IT users. In fact, this study was basically concerned with the structure and process of the system. In the continuation, in order to make sure of the validity of the framework, opinions of the IT users and experts were sought through a questionnaire. The results favored an integrative centralized structure for providing service in each unit. Second finding revolves around compatibility of event management processes, problem, change, and distribution of management process based on an infrastructure library for IT service.