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ISO 20000 Service Management

Discover our ISO 20000 software

ISO 20000 GlobalSUITE software® that facilitates the implementation, management and maintenance of a Service Management System based on ISO 20000. It enables a single integrated system to be maintained with the 13 processes of the ISO 20000 standard fully automated.


It provides the full functionality for the development of a configuration management database (CMDB), key in ISO 20000.

Process management

It allows you to manage service levels, business relationships, business continuity, availability, capacity, etc. simultaneously.


This module allows the management of incidents and problems, service requests, complaints, customers and employees, among others.

Documentary manager

Documentary structure by clauses and procedures, version control, expandable capacity and modifiable structure.

Project Management

It allows the coordination of different projects, work teams and visualize statistics of the general status of the project.

Meeting minutes

Record of actions of the security committee, automatic sending of minutes to all attendees via email and saved in the document manager.


Historical of availability, capacity and training plans and allocation of metrics for tracking.

Claims management and customer satisfaction

It enables the prioritization of claims and the conduct of customer satisfaction surveys.

Command Box

The comprehensive dashboard enables the management and strategic control of the organization through different metrics and indicators.

GlobalSUITE® at a glance

Thanks to GlobalSUITE’s integrated approach®, the solution’s foundation can be leveraged to grow with the different modules and tools that make up the platform, thereby taking advantage of synergies and corresponding cost and time savings. The platform can be licensed in an integrated form or separately from each of its products.

Core of the software

The most important section of the tool allows you to manage the reference lines, CIs associated with services, configuration, etc. In addition, it is possible to export and import ICs to optimize the times in the CMDBdeployment.

Service catalogues

Enables service catalog definition and service level management (SLA)associated with services for further evaluation and generation of service reports.

Consulting and Auditing services management

What does ISO 20000 bring to your company?

Reference consulting

From GlobalSUITE Solutions we firmly believe that the best way to demonstrate the effectiveness of our services is to manage it in a correct and structured way. In an enterprise context where IT is essential, we need to ensure the good performance of our services and implement ISO 20000, you will achieve savings in time management and costs.

“We help you integrate your Environmental Management System with other standards such as ISO 9001 and ISO 45001”

Our Team

Our team has more than 15 years of experience and is made up of:

Lawyers and engineers
Lead Auditor, ISO 27001, ISO 20000, ISO 22301, Lead Implementer.
DPD Certification
PMP, ITIL, CDPP, COBIT 5 Foundations

What is Service Management and how does it affect your company?
Project phases
Aligning technology with the business

What is Service Management and how does it affect your company?

ISO 20000:2018 specifies the requirements for a company to continuously establish, implement, maintain, and improve an IT service management system. In addition, it provides a framework with the basic processes to apply a service approach to management, justify investments based on their business benefits, and gain greater control over the proper functioning of services.

From GlobalSUITE solutions we conceived the ISO 20000 standard as a practical element of improvement, adapting this standard to the specific needs of your company, thus helping it to improve its information technology services or any other.

A standard that complements ISO 27001 perfectly and results in multiple benefits in the joint management of services and their security in your organization

“Demonstrate your commitment to the good management of services by implementing ISO 20000”

Project phases

After a first phase of study and analysis of your organization, we adapt everything in ISO 20000 to the needs of your company, to ensure that the standard becomes an element of improvement of your services.

An added value of the project is that we can align the ISO 20000 standard with other standards such as ISO 22301, ISO 9001, ISO 31000, but especially with ISO 27001 that will improve the management of your company’s information security.


Among the main benefits of an ISO 20000 implementation, we can highlight the following:

  • Image: Having ISO 20000 certification substantially improves the image of your company in the market, making the standard an added value to its services. Boosts the brand image.
  • Market: ISO 20000 is being sued by the Public Administration and demanded by large companies to be able to work with them.
  • Increases customer satisfaction.
  • Improving the organization itself:
  • Increases efficiency in MANAGING IT services.
  • Reduce costs and optimize IT services or others.
  • Increases the quality and productivity of services.
  • We are entering a cycle of continuous improvement.

In short, to implement and certify your company in ISO 20000 offers the guarantees that a third party has evaluated the management of its services in accordance with this standard.

Aligning technology with the business

ISO 20000 places special emphasis on putting technology at the service of the business. In each and every process mention spending control is made, with a specific process for this where cost optimization (the budgeting and accounting process) is centralized.

The customer-to-client approach also makes technologies one more business-generating element. The idea of seeing information systems how an expense changes.

Suppliers and customers will see how it improves their relationship with the organization, translating this into benefits with the customer (better service delivery, better image) and with the suppliers (better management and alignment with our business).

''Take it a step further in the maturity and management of your company by implementing ISO 20000''

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