IT Services Management and ISO 20000: A Case Study in an IT Remote Support Company

There is an increasing demand for quality on the market, especially when the approach is related to IT which is a dynamic area and more important to companies each day. This paper was elaborated with the objective to describe relevant information to the NBR ISO/IEC 20000-1 certification process based on the experience of the company CJHT in the area of Remote Support to the user. The methodology used is classified as qualitative in which, through a documental research, criticisms were made regarding the implementation process. At the end of the article, there is an analysis of the benefits versus the employed effort coming to the conclusion that there are benefits for the organization and its collaborators. Moreover, the main difficulties found in the certification process were reported.