SMS-FORM-00-1 ISO20000 Gap Assessment Tool

Page 1

Please note: This sample shows only part of the Gap Assessment Tool.

Terms used: SMS: Service Management System

Service Management System Requirements Note: Requirements are indicated within the ISO/IEC 20000 standard by the use of the word "shall" and by numbered lists e.g. a) to g). ISO20000 REQUIREMENTS

REQS MET? ACTION NEEDED TO MEET REQUIREMENTS

4 Context of the organization 4.1 Understanding the organization and its context l Have internal and external issues (both positive and negative) been identified?

Yes Total:

1

4.2 Understanding the needs and expectations of interested parties l Is there a full list of interested parties? l Have the requirements of the interested parties been determined?

Yes Yes Total:

2

4.3 Determining the scope of the service management system l Has the scope of the SMS been defined? l Have the relevant issues, requirements and services been considered? l Is the organization name and the services included defined? l Is the scope statement documented?

Yes Yes Yes Yes Total:

4

4.4 Service management system l Is a compliant SMS in place with all of the required processes? l Is it being continually improved?

Yes Yes Total:

2

ACTION OWNER


ISO20000 Gap Assessment dashboard Summary gap assessment results

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AREA OF STANDARD

REQS IN SECTION

4 Context of the organization 5 Leadership 6 Planning 7 Support of the service management system 8 Operation of the service management system 9 Performance evaluation 10 Improvement Total

NO OF REQS MET

9 13 19 20 95 11 5 172

Percentage conformity to the ISO20000 standard summary level radar chart

PERCENTAGE CONFORMITY

9 13 19 20 95 11 5 172

100% 100% 100% 100% 100% 100% 100% 100%

4 Context of the organization 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0%

10 Improvement

Level of conformity to the ISO20000 standard summary level NO OF REQS MET

REQS IN SECTION

5 Leadership

9 Performance evaluation

6 Planning

9 4 Context of the organization 9

13

8 Operation of the service management system

5 Leadership 13

7 Support of the service management system

19 6 Planning

Percentage conformity to the ISO20000 standard summary level

19

20

100%

100%

100%

4 Context of the organization

5 Leadership

6 Planning

100%

100%

100%

100%

9 Performance evaluation

10 Improvement

100%

7 Support of the service management system 20

90% 80% 95 70%

8 Operation of the service management system 95

60% 50%

11 9 Performance evaluation

40%

11

30% 20%

5

10 Improvement

10%

5

0%

0

10

20

30

40

50

60

70

80

90

100

7 Support of the 8 Operation of the service management service management system system