Sms form 00 4 iso20000 gap assessment tool questionnaire based

Assessment Details Standard assessed: Date(s) of assessment: Location of assessment: Assessor: Assessment participants: Purpose of assessment: Scope of assessment:

Note – Not all of the gap assessment tool is shown in this sample.

Note: Tick Gridlines in the View ribbon to show work sheet gridlines.

ISO/IEC 20000 Gap Assessment Terms Used

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).

Area

Section

4 Service Management System General Requirements 4.1 Management responsibility

ISO/IEC 20000 Requirements

Is there clear evidence of top management commitment to, and communication about, the SMS? Are the service management scope, policy and objectives defined and published?

Is there a service management plan?

Is there a service management policy?

Does the service management policy include the required commitments and framework?

Have clear service management authorities and responsibilities been defined?

Are communication procedures in place?

Has a management representative been identified?

Section Total

Section Total

Section Total

Yes Yes Yes Yes Yes Yes Yes Yes

Yes Yes

2 Are all of the required documents (a to h) in place?

Is there a documented procedure covering the full document lifecycle?

Is there a documented procedure covering the full lifecycle of records?

Section Total 4.4 Resource management

Requirements Met?

8

4.2 Governance of processes operated by other Have all processes that are wholly or partly operated by parties other parties been identified?

Is clear governance demonstrated by the service provider over these processes?

4.3 Documentation Management

SMS = Service Management System

Yes Yes Yes

3 Have the required service management resources been determined and provided?

Does everyone involved in service management have the required levels of competence?

Yes Yes

2

Action needed to meet requirements

Action owner

Detail Results Table

ISO/IEC 20000 Section

4.1 Management responsibility 4.2 Governance of processes operated by other parties 4.3 Documentation Management 4.4 Resource management 4.5 Establish the SMS 5.1 Design and Transition - General 5.2 Plan new or changed services 5.3 Design and development of new or changed services 5.4 Transition of new or changed services 6.1 Service level management 6.2 Service reporting 6.3 Service continuity and availability management 6.4 Budgeting and accounting for services 6.5 Capacity management 6.6 Information security management 7.1 Business relationship management 7.2 Supplier management 8.1 Incident and service request management 8.2 Problem management 9.1 Configuration management 9.2 Change management 9.3 Release and deployment management

Total Number of Requirements

Number of Requirements Met

% Requirements Met

8 2 3 2 10 2 3 2 2 4 2 5 3 3 7 5 5 5 4 6 6 6

8 2 3 2 10 2 3 2 2 4 2 5 3 3 7 5 5 5 4 6 6 6

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