ISO 20000 : Clause 9 - Performance evaluation

by Alex .

Performance evaluation is an essential component of any service management system since it enables businesses to assess and improve the caliber of their services. There are various approaches to evaluating an ISO 20000 system's effectiveness, including


ISO 20000-Clause: 9-Performance evaluation

  • Internal audits: Regular system evaluations conducted by the staff of the organization. They assist in locating prospective growth areas and making sure the system is implemented appropriately.
  • External audits: These are evaluations carried out by unaffiliated third parties. They offer a dispassionate assessment of the system and can aid businesses in determining where improvements might be made.
  • Consumer input: Getting customer feedback can give you helpful information about how well the system is working. You can accomplish this via surveys, focus groups, or other techniques.
  • SLAs: service level agreements are contracts that specify the level of service offered between a company and its clients. Organizations can ensure they satisfy client expectations by measuring performance against these agreements.
  • KPIs: Key performance indicators Organizations use KPIs as measures to assess the effectiveness of their service management system. KPIs include.

                             o The frequency of on-time service delivery.
                             o The proportion of customer complaints addressed within a predetermined time frame.
                             o The frequency of service requests completed within the predetermined timeframe.

ISO 20000 Templates

What is a performance evaluation?

Performance evaluation refers to determining how well a person, team, business, system, or component is performing. It entails determining and assessing the pertinent traits or qualities of the thing being evaluated, then contrasting them with predefined benchmarks or objectives. Performance evaluation aims to assess an organization's performance and pinpoint areas that require improvement. A wide range of things, including people, teams, organizations, systems, and processes, can be evaluated in terms of performance. It is an essential component of management and is necessary to ensure that a company operates successfully and efficiently

Clause 9.1 - Monitoring, measurement, analysis, and evaluation

  • Monitoring: entails routinely gathering information on the service management system's effectiveness. This can be accomplished in several ways, including collecting data from service level agreements (SLAs), customer reviews, and key performance indicators (KPIs).
  • Measurement: Data must be analysed and compared to established standards or targets after it has been collected for measurement. These aids businesses in assessing the effectiveness of their service management system and pinpointing areas for development.
  • Analysis: After the data has been collected and analysed, it is crucial to comprehend the root causes of any faults or problems that have been found. This can be accomplished through root cause analysis, which focuses on finding the cause of issues rather than merely their symptoms.
  • Evaluation: The process's final stage entails assessing the findings of the analysis to decide what steps should be made to resolve any problems or raise the system's performance. This can entail corrective measures, revising policies and procedures, or instructing workers.

Clause 9.2 - Internal audit

An internal audit is a routine evaluation of a company's service management system (SMS) carried out by the company's staff. For example, an ISO 20000 system needs internal audits to help firms make sure the SMS is implemented correctly and successfully.
An internal audit involves several processes, including:

  • Audit plan: The first stage in planning an audit is to create an audit plan that specifies the audit's objectives, scope, and available resources. The program should also state the standards by which the SMS will be judged.
  • Preparation: The next step is to prepare for the audit. This may involve gathering relevant documentation, selecting audit team members, and arranging access to the areas that will be audited.
  • Conducting the audit: During the audit, the team will review the SMS and assess its implementation against the criteria specified in the audit plan. The team may also observe processes and talk to employees to gather additional information.
  • Reporting: After completing the audit, the audit team will prepare a report summarizing their findings and recommendations. The information should be shared with management and other relevant stakeholders.
  • Follow-up: The final step is to follow up on the recommendations made in the audit report. This may involve implementing corrective actions, updating policies and procedures, or training staff. Overall, internal audits are an essential part of an ISO 20000 system because they help organizations continuously improve the quality and effectiveness of their services.
ISO 20000 Templates

    Clause 9.3 - Management review

    It outlines the conditions for setting up, implementing, maintaining, and continuously enhancing the efficiency of a service management system within a company. The guideline is intended to assist enterprises in providing their clients with top-notch IT services. Conducting routine management assessments of a company's service management system is one of ISO 20000's fundamental standards. These evaluations are a crucial step in the process of enhancing the system's efficacy over time. At regular periods, management reviews should be carried out. They ought to include evaluating the efficiency and performance of the service management system as well as pinpointing any room for improvement. Top management should be in charge of the management review, and participants should come from every relevant department.

    Clause 9.4 - Service reporting

    The process of gathering and presenting information on the effectiveness of the IT service management system is known as service reporting in the ISO 20000 standard. The effectiveness of the system must be improved to make sure that it serves the needs of both the company and its clients. The audience's needs should be taken into consideration while creating service reports, and they should offer accurate and pertinent data regarding the operation of the service management system. As a result, the demands of the company and its clients will determine the kind and frequency of service reports. A company with a service management system that complies with ISO 20000 may employ a variety of service reports, like the ones listed below:
    Reports on service levels: These reports contain information about how successfully the service management system adheres to service level agreements (SLAs) with clients.

    ISO 20000-Clause: 9-Performance evaluation

    • Reports on service quality: These reports provide information on the calibre of services provided to clients, including figures like customer satisfaction and incident reaction time.
    • Reports on service improvement: These reports describe the state of putting new service management system modifications into practise as well as any challenges or issues that may have cropped up.
    • Reports on service performance: These reports include information on key performance indicators (KPIs), other metrics, and the overall efficiency of the service management system.


    The practise of evaluating and analyzing how well an organization's IT service management system performs in comparison to predefined standards and goals is called performance evaluation. Performance evaluation is crucial to ISO 20000's ongoing system effectiveness improvements. An IT service management system's performance can be assessed using a variety of methods. Comparing actual performance to specified targets and goals is one of these.

    • Executing internal or external audits to evaluate the system's efficacy.
    • Collecting opinions from clients and other stakeholders.
    • Monitoring and evaluating the system's performance using performance metrics and key performance indicators (KPIs).
    • The results of the performance evaluation should be utilized to pinpoint any room for improvement and create an action plan for dealing with any problems or flaws that have been found. 

    ISO 20000 Clause:

    ISO 20000 Templates