Templates and records · ISO 20000 · Clause 9.4

ISO 20000-1 service level report template

The periodic report that turns the tool's data into a conversation with the customer: what was promised, what was delivered, why whatever failed did so and what will be done about it.

In one sentence

The service level report compares actual performance with each SLA's targets and workload with its limits, summarises major incidents, significant changes and trends, and proposes improvements where targets are missed, because clause 9.4 of ISO/IEC 20000-1 requires the organisation to determine which reports are needed, their purpose and frequency, to produce them from data on SMS activities and to use them for decision-making.

Content reviewed on 17 October 2026

Where the standard requires it: ISO 20000 · Clause 9.4 Clauses are cited using the numbering of ISO/IEC 20000-1:2018, the current edition and the same one the Academy uses.
Type of information: Mandatory record Service reports produced under clause 9.4, with the monitoring of 8.3.3
Who fills it in: Service level management Reviewed by the service owner and presented to the customer
When: At the frequency agreed in the SLA Usually monthly, with a quarterly service review
How long it is kept: Set by the organisation The standard requires control of the retention and disposition of documented information (7.5.3) without setting periods. It is usual to cover at least the three-year certification cycle, or the term of the customer contract if longer.

What the standard requires

What ISO 20000 demands and what it leaves to your judgement

The standard requires the requirements and purpose of each report to be determined, and reports to be produced at the agreed frequency from information on the activities of the service management system, including performance against targets.

Service level management (8.3.3) adds that monitoring at planned intervals must include performance against targets and actual and periodic changes in workload compared with the SLA limits.

The report does not end with the table of percentages: when a target is missed, the standard requires opportunities for improvement to be identified, and the auditor will look for the thread linking the breach, its analysis and the action.

Read it in context: Service level agreements (SLAs), in the ISO 20000 Academy

Structure

Fields the template should include

Period, customer and reference SLA
Achievement of each service level target
Workload against the agreed limits
Major incidents and their summary
Open problems and relevant known errors
Changes made and their outcome
Trends compared with previous periods
Breaches: cause and proposed improvement
Customer satisfaction, if measured

Example

Example: April 2026 report

Company, people and figures are fictitious: the example only shows what a properly completed record looks like.

Field	Content
SLA	SLA-CLI-07 · fictitious industrial customer
SRV-04 availability	99.82% · target 99.9% · not met
P1 resolution	3 of 3 on time · 100% · met
P3 resolution	91% · target 90% · met
Workload	512 tickets · limit 600
Major incident	INC-26-0318: 78-minute email outage on 14 April
Cause	Expired mail server certificate · problem PRB-26-021
Improvement	Certificate inventory with 30-day warning · change CHG-26-077

At the audit

Mistakes auditors commonly flag

Reports that only show what was achieved.
Breaches with no cause and no improvement action.
Data compiled by hand every month, with figures that do not match the tool.
Actual workload not compared with the SLA limits.
Reports that are sent and never reviewed with the customer.

In Kimobox

How this record is kept in Kimobox

1Compliance indicators are configured on the dashboard, with no data compiled by hand each month.
2Compliance reports are generated from the same system.
3A breach can open an improvement action with an owner, a date and a delay warning.

Frequently asked questions

What people ask us before getting started

Which reports does ISO/IEC 20000-1 require?

It gives no closed list: it requires you to determine which are needed, their purpose and frequency. In practice, at least performance against each SLA and the information for management review.

Must the report be shown to the customer?

If the report relates to an SLA, it is normal to agree it and review it with the customer. The standard requires reports to support decision-making, and many of those decisions are taken with the customer.

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