# ISO 20000 Management Review (Clause 4.5.5) > Prepare and conduct management review of the SMS for ISO/IEC 20000-1:2011. Compile all required review inputs per Clause 4.5.5, document decisions with owners and dates, track improvement actions, and produce the management review report. Tags: ISO 20000, SMS, Management Review, Continual Improvement, IT Service Management, GRC ## Example Prompts - Prepare management review inputs for our SMS - Conduct a management review meeting for ISO 20000 - Document management review decisions and improvement actions - Compile the management review report for SMS effectiveness URL: https://rakenne.app/skills/iso20000-management-review/index.md Try this skill: https://rakenne.app/a/?skill=iso20000-management-review ## Overview Prepare and conduct the management review of your Service Management System as required by ISO/IEC 20000-1:2011 Clause 4.5.5. This skill compiles all required review inputs -- audit results, CAPA status, service performance, customer satisfaction, resource needs, and improvement proposals -- into a structured agenda, documents management decisions with assigned owners and target dates, and produces the management review report. The management review is the PDCA capstone that closes the continual improvement loop. It is the point where top management evaluates whether the SMS is effective, decides on resource allocation, and commits to improvement actions. Without a structured review process, management engagement remains superficial and the SMS lacks the strategic direction that certification auditors expect to see. This skill ensures every required input is compiled, every decision is actionable, and every improvement action is tracked through to completion. For a step-by-step walkthrough, see the [**ISO 20000 SMS workspace tutorial**](/learn/tutorials/iso20000-sms-workspace-guide/). ### What It Covers - **Review inputs** -- all nine input categories required by Clause 4.5.5: audit results, previous action status, CAPA follow-up, resource requirements, SMS status, service performance, customer satisfaction, new/changed services pipeline, and risks/opportunities - **Review agenda** -- structured meeting agenda with time allocation and discussion items - **Decisions and actions** -- specific decisions documented with owners, target dates, and success criteria - **Improvement actions** -- approved process changes, new initiatives, and resource commitments linked to SMS clause areas - **Management review report** -- complete record of inputs, discussions, decisions, and action items ## Example Conversation > **You:** We need to prepare our first management review for the SMS. The review meeting is scheduled for next Friday with the CTO, IT Director, and Service Delivery Manager. > > **Agent:** I'll help you compile the management review inputs and prepare the agenda. Let me load all available SMS artifacts first. > > I can see your audit findings, monitoring KPIs, CAPA register, and service performance data. Let me compile the required inputs per Clause 4.5.5. Here's what I've gathered: > > 1. **Audit results** -- 2 Minor NCs and 3 OFIs from the Q3 internal audit. NC-001 (unauthorized changes) has a corrective action in progress. > 2. **Previous actions** -- This is the first management review, so no previous actions to follow up. > 3. **CAPA status** -- 4 open CAPAs: 2 from audit findings, 1 from incident trend, 1 from customer complaint. Closure rate: 50%. > 4. **Service performance** -- SLA achievement at 94% against a 97% target. Availability at 99.3% against 99.5%. > > I'm missing customer satisfaction data and the new services pipeline. Can you provide those? > > **You:** CSAT is 3.8 out of 5 from our last quarterly survey. We have two new services planned: the HR portal (launching Q1) and a new monitoring dashboard for customers. > > **Agent:** Thank you. Now let me flag the items that require management decision: > > 1. **SLA underperformance** -- 94% vs. 97% target. Does management want to invest in additional capacity, revise the SLA target, or both? > 2. **CAPA closure rate** -- 50% is low. Are additional resources needed for corrective actions? > 3. **Resource request** -- The audit identified the need for a dedicated change manager. Should this be approved? > 4. **HR portal transition** -- Requires SMS process updates and service desk training. Budget approval needed. > > Shall I build the agenda around these decision items? > > **You:** Yes. Also add a discussion about moving our SLA tracking from spreadsheets to ServiceNow -- the Service Delivery Manager has been requesting that. > > **Agent:** Added as agenda item 5. Let me draft the full agenda with time allocations for a 90-minute meeting. > > After the meeting, you'll provide me the decisions and I'll document everything. Let me show you the format -- every decision gets an action ID (MR-ACT-001), an owner, a target date, and success criteria. For example: > > **MR-ACT-001**: Approve recruitment of dedicated change manager. Owner: IT Director. Target: 2025-03-15. Success criteria: Change manager hired and CAB process updated. > > Let me generate the management review report and validate... Running `management_review_validator` -- all checks passed. All 9 required inputs compiled, decisions documented with owners and dates, and improvement actions tracked with IDs. ## Sample Output Excerpt The skill produces a management review report and a structured JSON file with inputs, decisions, and actions. Here is a representative excerpt from the JSON output. --- ```json { "review_metadata": { "date": "2025-01-24", "attendees": ["CTO", "IT Director", "Service Delivery Manager", "SMS Manager"], "cycle": "Q4 2024" }, "inputs": { "audit_results": { "summary": "Q3 internal audit completed. 2 Minor NCs, 3 OFIs identified.", "open_ncs": 1, "closed_ncs": 1, "key_findings": ["NC-001: Unauthorized changes (corrective action in progress)", "NC-002: Incomplete incident records (closed)"] }, "previous_actions_status": { "summary": "First management review -- no previous actions." }, "capa_followup": { "total_open": 4, "closure_rate": "50%", "overdue": 1, "key_items": ["CAPA-001: Change management process gap", "CAPA-003: Incident trend for network services"] }, "service_performance": { "sla_achievement": "94%", "sla_target": "97%", "availability": "99.3%", "availability_target": "99.5%" }, "customer_satisfaction": { "csat_score": 3.8, "csat_scale": 5, "complaints_open": 2 }, "resource_requirements": { "requests": ["Dedicated change manager", "ServiceNow SLA module license"] }, "risks_opportunities": { "risks": ["SLA underperformance trend if capacity not addressed"], "opportunities": ["SLA tracking automation via ServiceNow"] } }, "decisions": [ { "id": "MR-ACT-001", "decision": "Approve recruitment of dedicated change manager", "owner": "IT Director", "target_date": "2025-03-15", "success_criteria": "Change manager hired and CAB process updated", "linked_clause": "9.2" }, { "id": "MR-ACT-002", "decision": "Approve ServiceNow SLA module implementation", "owner": "Service Delivery Manager", "target_date": "2025-04-01", "success_criteria": "SLA tracking migrated from spreadsheets to ServiceNow", "linked_clause": "6.1" }, { "id": "MR-ACT-003", "decision": "Conduct capacity review for underperforming services", "owner": "Infrastructure Lead", "target_date": "2025-02-15", "success_criteria": "Capacity plan updated with remediation actions for services below 99.5% availability", "linked_clause": "6.3" } ] } ``` ## Extension Tools ### `management_review_validator` Validates `management-review.json` for ISO/IEC 20000-1:2011 Clause 4.5.5 compliance. Run after writing the management review data file. | Check | What It Validates | |-------|-------------------| | **Required inputs** | All 9 input categories are compiled: audit results, previous actions, CAPA follow-up, resource requirements, SMS status, service performance, customer satisfaction, new/changed services, risks/opportunities | | **Decision completeness** | Each decision has an assigned owner and target date | | **Improvement actions** | Actions are tracked with unique IDs and linked to SMS processes | | **Non-empty content** | Input sections contain substantive content, not just placeholders | Each finding reports ERROR or WARNING severity with a field reference and explanatory message. ## Getting Started Activate the *ISO 20000 Management Review* skill and tell the agent whether you need to prepare for an upcoming review meeting or document decisions from one already held. The agent will compile all required inputs from your existing SMS artifacts and guide you through documenting decisions and improvement actions. Have this information ready: - Audit reports and CAPA register status - Service performance data (SLA achievement, availability, incident trends) - Customer satisfaction scores and complaint summary - Any resource requests or budget items for management decision - Planned new or changed services that affect the SMS The management review report feeds back into the next PDCA cycle -- action items become inputs for planning, and the review record demonstrates top management engagement to certification auditors. --- Back to [Skill Library](https://rakenne.app/skills/index.md)