ISO/IEC 20000-1 certification in Brazil

ISO 20000-1 certification in Brazil at a glance

ISO 20000-1 has no Brazilian rule behind it, yet the idea it certifies appears all over the regulated market. Banco Central resolutions for financial institutions require incident records, continuity scenarios and due diligence on providers of processing and cloud services, and the LGPD adds incident and security duties for anyone holding personal data. A provider that can show a managed service lifecycle, change control and measured incident handling answers those questions faster. Certification comes from an accredited certification body, and each body's scope for this standard must be checked, since Cgcre, a Global ACI Full Member, accredits by scope. Sterling's New York office helps managed service providers, BPOs and internal IT groups document services, build processes and run internal audits, with Effivity and Sterling Academy included with the engagement.

Who needs ISO 20000-1 in Brazil, and what happens without it

In Brazil the question rarely comes from a law. It comes from the buyer, the regulator or the partner that wants proof before it signs. These are the organisations that get asked.

• IT service providers and managed service firmsClients and regulators assess how services are run, changed and supported.
• BPO and shared-service centresOverseas clients often add service management expectations to security ones.
• SaaS and hosting providers selling to financial institutionsInstitutions must assess providers of processing and cloud services.
• Internal IT departments of large Brazilian groupsThey run a service catalogue for the business and use the standard to structure it.
• Telecommunications and digital infrastructure operatorsCustomer contracts specify service levels and incident handling.

ISO 20000-1 requirements in Brazil

Strip away the vocabulary and ISO/IEC 20000-1 requires a company to prove six things about how it plans and delivers IT services.

In Brazil these six sit alongside the local laws and regulations listed under drivers below; one system can evidence both. The detail is on the global hub: ISO/IEC 20000-1 explained →

• ISO 20000-1 requirements, clause by clause in plain language
• The documents ISO 20000-1 expects

How to get ISO 20000-1 certified in Brazil

One team from the New York office carries the work from scoping to certificate. Clients across Brazil are served from Sterling's New York office, on-site where the work needs it and remotely otherwise.

1. Discovery call and scopeEntities, locations, regulators and target date, agreed before any proposal.
2. Gap assessment against ISO/IEC 20000-1 and the Brazilian requirements that apply to youControls you already run for your regulators and customers are reused, not rebuilt.
3. Your system built with your team in EffivityRisks, controls, evidence, incidents and reviews in one live system the auditor can see.
4. Internal audit, management review and corrective actionsYour internal auditors trained by Sterling; the evidence proven before the certification body arrives.
5. Certification body stage 1 and stage 2, then surveillanceAn accredited body audits and decides. Sterling supports the audits and the three-year cycle.

The Sterling Promise: 100% on-time completion, 100% success, 8,100+ client engagements.Sterling does not certify. Certification decisions stay with independent bodies.

• The ISO 20000-1 certification process, step by step
• ISO 20000-1 internal audit

How long does ISO 20000-1 certification take in Brazil?

There is no standard duration: it depends on your scope and on how much of the system already runs. In Brazil these are the factors that set the timeline.

• Number of services and customers in scope
• Maturity of incident, change and configuration processes
• Tooling and data quality for service records
• Certification body availability

Sterling agrees a dated plan with you on the discovery call, once the scope is known.

• Scope and timeline estimator

How much does ISO 20000-1 certification cost in Brazil?

The cost has two parts: the consulting work to build and prove the system, and the certification body’s audit fees, which are quoted separately. In Brazil these factors move both.

• Number of services, sites and staff in scope
• Tooling for ticketing, configuration and reporting
• Certification body audit fees, quoted separately from consulting
• Supplier and customer agreement alignment

Sterling gives one customised, all-inclusive proposal after the discovery call, never before the scope is agreed.

• What makes up the cost of ISO 20000-1

ISO 20000-1 consultants and certification bodies in Brazil

Two different organisations are involved. A consultant helps you build the system and prove it works; an accredited certification body then audits or assesses it and decides. Keeping the two separate is what makes the result credible to buyers and regulators.

• Check that the body’s accreditation or approval covers ISO 20000-1 and your sector, and that its certificates can be verified online.
• Ask the consultant how the local requirements in Brazil are mapped into the same system, so nothing runs twice.
• Ask for client references in your sector; Sterling’s client letters are available on request.
• Agree who owns the evidence and the tool after the engagement; with Sterling the system stays yours, in Effivity.

ISO 20000-1 in Brazil: questions clients ask

More on ISO 20000-1 for Brazilian organisations

• ISO/IEC 20000-1: the complete guide
• Watch: How to implement ISO/IEC 20000-1
• ISO 20000-1 certification in Brazil and every other standard Sterling delivers there

Other standards Brazilian businesses ask Sterling for

Organisations in Brazil often combine ISO/IEC 20000-1 with one of these, under one management system where the scopes allow.

All 21 standards Sterling delivers in Brazil →