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