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Module 5 of 5 · ISO 20000-1 · Block 5

Performance evaluation and continual improvement

The service management system is reviewed periodically to make sure it stays effective and to spot improvement opportunities.

Content reviewed on

Performance indicators

Metrics for availability, resolution times, and customer satisfaction, reviewed periodically.

Internal audit

Periodic verification that the service management system meets ISO 20000-1 requirements.

Management review and improvement

Leadership's analysis of results and definition of improvement actions.

What an auditor usually asks for

  • Service performance indicators defined
  • Internal SMS audit program active
  • Management review with defined frequency
  • Improvement actions logged and tracked

How to cover this block in Kimobox

  1. 1Set up the service indicators dashboard in Kimobox.
  2. 2Plan internal audits and log their findings.
  3. 3Document the management review and the resulting improvement actions.

Indicators, audits, and improvement actions sit in the same system, ready for the management review.

See audits and indicators in the quality portal

Where each figure comes from

References to the official text in force. If a standard is revised, this page is updated and the review date says so.

  1. ISO/IEC 20000-1:2018 — Service management system requirements ISO/IEC · September 2018
  2. ISO/IEC 27001:2022 — Information security ISO/IEC · 25 October 2022
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