TIL (Information Technology Infrastructure Library) is a framework consists of best practices for IT service management. University as an educational institution that has the IT infrastructure, need to improve the quality of service. Adoption of ITIL in a university aims realizing Continual Service improvement (CSI) especially in IT service management. There are many open source software, comply with ITIL framework that can be used to manage the IT services. One of the software, namely osTicket, is based on open tickets and can be used free of charge will be used as case study in this paper. This article was written based on best practice in the implementation of osTicket version 1.6 at Ahmad Dahlan University. Existing IT services are presented into three major groups of services, namely Information Systems, Networks & Communication group and Website & Social Media Group. Data obtained from the implementation will be used to develop a knowledge base service system. Additionally, the implementation of osTicket version 1.6 can give us some information about utilization of ICT services and an overview of user behavior in utilize ICT infrastructure. But unfortunately, osTicket version 1.6 should be replaced with version 1.7 to display the knowledge base at user’s initial page.