  The current success of organizations depends on the successful implementation
of Information and Comunication Technologies (ICTs). Good governance and ICT
management are essential for delivering value, managing technological risks,
managing resources and performance measurement. In addition, outsourcing is a
strategic option which complements IT services provided internally in
organizations. This paper proposes the design of a new holistic maturity model
based on standards ISO/IEC 20000 and ISO/IEC 38500, the frameworks and best
practices of ITIL and COBIT, with a specific focus on IT outsourcing. This
model is validated by practices in the field of higher education, using a
questionnaire and a metrics table among other measurement tools. Models,
standards and guidelines are proposed in the model for facilitating adaptation
to universities and achieving excellence in the outsourcing of IT services. The
applicability of the model allows an effective transition to a model of good
governance and management of outsourced IT services which, aligned with the
core business of universities (teaching, research and innovation), affect the
effectiveness and efficiency of its management, optimizes its value and
minimizes risks.
