Information Technology Infrastructure Library (ITIL) is de facto standard for establishing Information Technology Service Management (ITSM) processes within the IT organization. IT Customer Relationship Management  has an important role in the alignment between the business and IT strategy as well as a significant impact on the quality of IT services. The goal of the paper is to conduct the analysis of the business cooperation and negotiating between the business organization (customer/user) and the IT organization (service provider) through  strategic, tactical and operational levels applying the ITIL concept. Furthermore, it is necessary to assess the maturity level of the usage of ITIL practice in the Customer Relationship Management through all three levels.