Assessment Details Standard assessed: Date(s) of assessment: Location of assessment: Assessor: Assessment participants: Purpose of assessment: Scope of assessment:
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ISO/IEC 20000 Gap Assessment Tool
Terms Used
Service Management System Requirements
Ref.
Question
SMS = Service Management System
Response
4 Context of the organization 4.1 Understanding the organization and its context 1
Have internal and external issues (both positive and negative) been identified?
Score for this section:
Yes 1
4.2 Understanding the needs and expectations of interested parties 1 2
Is there a full list of interested parties? Have the requirements of the interested parties been determined?
Score for this section:
Yes Yes 2
4.3 Determining the scope of the service management system 1 2 3 4
Has the scope of the SMS been defined? Have the relevant issues, requirements and services been considered? Is the organization name and the services included defined? Is the scope statement documented?
Score for this section:
Yes Yes Yes Yes 4
4.4 Service management system 1 2
Is a compliant SMS in place with all of the required processes? Is it being continually improved?
Score for this section:
Note – Not all rows are shown
Yes Yes 2
Action needed to meet requirements (if any)
Action owner
Summary Results Table ISO/IEC 20000 Heading Level 1 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 Number of Requirements
Number of Requirements Met
% Requirements Met
9 13 19 20 95 11 5
9 13 19 20 95 11 5
100% 100% 100% 100% 100% 100% 100%