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