This thesis aims to propose implementing delivery processes, resolution and control of the ISO / IEC 20000-1: 2011 for the management of IT services in the Bank of Commerce. It is intended to perform the analysis of the management of service level management, continuity and service availability, capacity management, incident management, problem management, configuration management, change management and management of release and deployment ITIL also analyze the situation (level of maturity) of how today the organization is on the issue of managing these processes.