ISO 20000 Service Management

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 managementsystem. 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 good service management by implementing ISO 20000''

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Discover our ISO 20000 software

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

Cmdb

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.

Ticketing

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 mail and saved in the document manager.

Plans

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

Dashboards enabling a comprehensive organizational management and strategic control through metrics, indicators and KPIs

Cmdb

The most important section of the tool allows you to manage the referencelines, CIs associated withservices, configuration,etc. In addition, it is possible to export and import ICs to optimize the times in the CMDB deployment.

Service catalogues

Enables the definition of the service catalog and the management of service-associated Service Level Agreements (SLAs) for further evaluation and generation of servicereports.

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Consulting and Auditing services management

What does ISO 20000 bring to your company?

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.

Our team has more than 15 years of experience and is formed by:

 

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

Take the maturity and management of your business one step further by implementing ISO 20000

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 above all 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 themarket, 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 customersatisfaction.
  • Improving the organization itself:
    • Increases efficiency in IT servicemanagement.
    • Reduce costs and optimize IT services or others.
    • Increases the quality and productivity of services.
    • We enter a cycle of continuousimprovement.

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.

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).

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