This report is based on "the ITIL service lifecycle". The present study deals with a detailed analysis of several kinds of ITIL procedures of the present selected case study of Zurich. We will discuss here the strategic management of Zurich. In addition, several KPIs are described for successful deployment at the organization. We will discuss The ITIL service lifecycle deals with several requirements as well as the execution of the things as per the most effective ITIL practices. Also, we will cover here service improvement vs process improvement. Furthermore, we discussed Extending Fragment-Based Case Management with State Variables.