Abstract: Nowadays, the successful implementation of ICTs is
vital for almost any kind of organization. Good governance and ICT
management are essential for delivering value, managing
technological risks, managing resources and performance
measurement. In addition, outsourcing is a strategic IT service
solution which complements IT services provided internally in
organizations. This paper proposes the measurement tools of a new
holistic maturity model based on standards ISO/IEC 20000 and
ISO/IEC 38500, and the frameworks and best practices of ITIL and
COBIT, with a specific focus on IT outsourcing. These measurement
tools allow independent validation and practical application in the
field of higher education, using a questionnaire, metrics tables, and
continuous improvement plan tables as part of the measurement
process. Guidelines and standards are proposed in the model for
facilitating adaptation to universities and achieving excellence in the
outsourcing of IT services.