ISO 20000 Service Management
We support Excellence in Process Management and Requirements Related to the Provision of IT Services

Discover our ISO 20000 software

The ISO 20000 GlobalSuite 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.

Keep threats and risks under control
Ensure that the company’s assets and information are properly managed
Establish and operate traceability processes
Continuous monitoring and improvement



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.

Integration with Power BI

Make the most of GlobalSuite data® by performing an executive dashboard in a Business Intelligence tool such as Power BI.

Claims management and customer satisfaction

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

Balanced Scorecard

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

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Consulting and Auditing services management

What does ISO 20000 bring to 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 conceive the ISO 20000 standard as a practical element of improvement, adapting this standard to the specific needs of your company, thus helping you to improve your 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”

After a first phase of study and analysis of your organization, we adapt everything provided in ISO 20000 to the needs of your company, in order 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 the 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.
  • Increase the satisfaction of your customers.
  • 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, implementing and certifying your company in ISO 20000 offers the guarantees that a third party has evaluated the management of your 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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The solution at a glance
Thanks to the integrated approach of GlobalSuite®, you can take advantage of the foundation of the solution to grow with the different modules and tools that make up the platform, and thus take advantage of the synergies and the corresponding savings in costs and time. The platform can be licensed in an integrated form or separately from each of its products.
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