Keep your methodology
Your service catalogue, your SLAs, your priorities and your own formats. You start with what you already have.
ISO 20000 software to meet your SLAs and know why they slip
Service catalogue, service levels, incidents, changes and problems in one place, with every SLA measured. From your first gap analysis to the ISO/IEC 20000-1 certification audit.
4.4 · 105 reviews on G2
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Managing ISO 20000 in GlobalSuite®
What the standard asks for, what you've already done and what's still missing, all on one platform. Screens show sample data.
Every ISO 20000-1 clause with its applicability, its status and how far it is met.
Every ISO 20000-1 clause with its applicability, its status and how far it is met.
Every SLA as an indicator, with its target, its trend and the latest measured value.
New tickets reach the service desk and the AI classifies them: service, priority and supplier. If one looks like an open incident, it tells you before logging it.
AI agent
Log incidentsDismiss
✓ 2 incidents logged and classifiedAI technology can make mistakes.The change procedure goes through its review and approval flow before it is published, with who approves at each step.
Problems are logged apart from incidents, with their analysis status, the service affected and their priority.
Word and Excel templates are filled in with data from the platform: management review, SLAs and the change advisory board.
Automate the compliance process
You set up the workflow once and GlobalSuite® repeats it: it requests, reminds, collects and updates. Your team only steps in when there's a decision to make.
- Assessment campaignsQuestionnaires sent to each control owner, with reminders until they reply.
- SLAs that measure themselvesAvailability and response times for each service come in from your tools and alert you before a breach.
- Approval workflowsPolicies, accepted risks and exceptions, each with its sign-off and date.
- Everything recalculatesWhen an incident or change is closed, SLAs, customer reports and indicators are recalculated.
What you save when you drop spreadsheets
The reports are already done
Service catalogue, SLA reports and management review, up to date and ready to download.
AI does the first pass
Before every audit, the agent reviews SLAs, changes and problems, finds what lacks evidence and prepares the plan. You just approve it.
What you do for ISO 20000 counts towards other standards
The assets, suppliers, incidents and service continuity are the same ones ISO 27001 and ISO 22301 ask for. The management system is the same as ISO 9001's. In GlobalSuite® you do it once and it works for all of them.
Our own estimate of how much of each standard is covered: each requirement counts in full if it is covered the same way and half if only partly. Each standard adds its own requirements.
ISO 27001
ISO 22301
ISO 9001
Connected to the tools you already use
GlobalSuite® connects to your ecosystem via API. Data comes in on its own and nobody has to copy it by hand.
- Tickets and CMDBfrom your service desk tool
- Users and accessfrom Active Directory
- Plan actionsin your ticketing tool
- Service indicatorsin Power BI or your data lake
Active Directory
Identity
Ticketing
CMDB
Power BI
Monitoring
Vulnerabilities
Data lake
Power BI
Monitoring
Vulnerabilities
Data lake
GlobalSuite® GRC PlatformModules
ISO 20000 lives in the Information Security module
And the module is part of the GRC platform. The services, assets and suppliers you add for ISO 20000 are the same ones that ISO 27001 and business continuity use.
If you already have ISO 27001, ISO 20000 builds on top of it without starting from scratch.
Your goal: get ISO 20000 certified and stay certified
Your team leads the way. GlobalSuite® automates your management system and, if you need it, our consultants support you at whichever step you choose.
If you want help, our consultants are:Lead Auditor ISO/IEC 20000IT service consultants+2,000 projects
- Gap analysisYou know what's missing against ISO/IEC 20000-1:2018 and where to start.
- ImplementationYou define the scope and service catalogue, agree SLAs and organise incidents, changes and problems.
- Management system automationEvidence, approvals, reminders and indicators run on their own in GlobalSuite®.
- AuditYou go into the internal audit and the certification audit with everything ready.
Your ISO 20000 certificateAnd every renewal, without starting from scratch.
What our customers have achieved
Cybersecurity · Latin America
An information security management system makes it easier to set up and maintain a protection framework for our information and our clients', methodically and consistently.
Andrés Suárez AlarcónCompliance and Business Risk · NEOSECURE by SEK
- 40%
- less time updating risk matrices and the asset inventory
- 50%
- easier to obtain or renew ISO 27001
Verified reviews on G2
Read all 105 reviewsI like the adaptability of GlobalSuite with my methodologies. It helps my organization improve the ISMS functions.
The results of the risk analysis are mathematical calculations and not random, which makes it a valid tool for presenting before a certification.
From day one, the onboarding process was excellent, allowing us to understand the platform really fast, thanks to their top-notch support team. The UI is clean and intuitive, making it easy to use for everyone.
Shall we look at it with your risks and your methodology?
Request a demo
ISO 20000 FAQs
Can't find your question? Tell us about your case and we'll answer it with your situation in mind.
Tell us about your caseWhat is ISO 20000?
The international standard for service management systems, mainly for IT services. Part 1 sets the requirements: service catalogue, service levels, incidents, changes, problems, continuity and continual improvement.
Can it be certified?
Yes, ISO/IEC 20000-1. Certification is issued by an accredited certification body after an audit, with surveillance every year and recertification every three. GlobalSuite Solutions doesn't certify: it helps you get your system ready and supports you through the audit.
How is it different from ITIL?
ITIL is a good practice framework and organisations can't be certified against it. ISO 20000 sets what you must comply with and is audited. Many companies use ITIL to get to ISO 20000.
Does it replace my service desk tool?
No. Day-to-day incidents and changes stay in your tool. In GlobalSuite® you run the management system, the SLAs and the audit evidence.
Can I integrate it with ISO 27001?
Yes, they share structure, assets, suppliers and incidents. In GlobalSuite® you run both systems with the same audits and actions, and a single management review.
Where does your
service management stand?
Tell us what you need and we’ll show you how GlobalSuite® solves it.