# ISO 20000 Service Reporting > Define the service reporting framework for ISO/IEC 20000-1:2011 Clause 6.2. Establishes report types, audiences, frequency, data sources, and templates for service performance reporting. Validates the service reports register for completeness. Tags: ISO 20000, SMS, Service Reporting, IT Service Management, KPIs ## Example Prompts - Create a service reporting framework for our ISO 20000 SMS - Define report types and audiences for SLA performance reporting - Build a service reports register with frequency and data sources - Validate our reporting framework covers all required stakeholders URL: https://rakenne.app/skills/iso20000-service-reporting/index.md Try this skill: https://rakenne.app/a/?skill=iso20000-service-reporting ## Overview Define the service reporting framework per Clause 6.2 of ISO/IEC 20000-1:2011. This skill produces a reporting framework document and a structured register of all service reports with their purpose, audience, frequency, data sources, and distribution method. Service reporting turns raw monitoring data and ticket metrics into actionable information for decision-makers. Without a clear reporting framework, SLA targets exist on paper but nobody systematically tracks whether they are being met. This skill ensures every report has a defined purpose tied to a decision or action -- not just information sharing -- and that the right stakeholders receive the right information at the right frequency. For a step-by-step walkthrough, see the [**ISO 20000 SMS workspace tutorial**](/learn/tutorials/iso20000-sms-workspace-guide/). ### What It Covers - **Reporting requirements** -- who needs what information and how often (customers, IT management, executives, regulators) - **Report types** -- service performance, SLA achievement, trend analysis, management summary, incident summary - **Report specifications** -- purpose, audience, frequency, data sources, format, owner, and distribution method - **Report templates** -- standard layouts with KPI tables, trend placeholders, and action items sections - **Reporting review process** -- accuracy checks, stakeholder feedback, and annual review cycle - **Service reports register** -- structured JSON register of all reports with metadata ## Example Conversation > **You:** We need to set up service reporting for our ISO 20000 SMS. We have SLAs defined for 5 services and use ServiceNow and Zabbix for monitoring. > > **Agent:** I'll build your reporting framework. I found your SLA register with 5 services. Let me understand your stakeholders: > > 1. Who are the primary report consumers? (e.g., IT director, service owners, business unit heads, external customers) > 2. Does your management team have a regular review meeting where service performance is discussed? > 3. Are there any regulatory or contractual reporting obligations? > > **You:** The IT director gets a monthly overview, service owners need detailed metrics, and we have a quarterly management review with the CIO. No external regulatory reporting but our SLA contracts require monthly performance reports to two enterprise customers. > > **Agent:** Based on your needs, I'll define these reports: > > | Report | Audience | Frequency | Purpose | > |--------|----------|-----------|---------| > | Service Performance Report | Service Owners | Monthly | Per-service metrics vs SLA targets, breach analysis | > | SLA Achievement Report | Enterprise Customers | Monthly | Contractual SLA compliance evidence | > | IT Director Dashboard | IT Director | Monthly | Cross-service health, trends, top issues | > | Management Review Pack | CIO, IT Director | Quarterly | Executive summary, risk posture, improvement initiatives | > | Incident Summary | Service Desk Manager | Weekly | Incident volumes, resolution times, recurring issues | > > For data sources, I'll map ServiceNow for ticket metrics and Zabbix for availability and performance data. Should any reports also pull from your capacity monitoring or change management tools? > > **You:** Yes, the quarterly management review pack should include capacity trends from Grafana and a summary of major changes from ServiceNow change module. > > **Agent:** Updated. I've built the service reports register. Let me run the `service_reporting_validator`... > > **Result:** PASS -- 5 reports validated. All have purpose, audience, frequency, and data sources defined. ## Sample Output Excerpt The skill produces a structured JSON service reports register. Here is a representative excerpt showing two report definitions. --- ```json { "reports": [ { "report_id": "RPT-001", "name": "Monthly Service Performance Report", "purpose": "Track service delivery against SLA targets and identify services requiring improvement action", "audience": ["Service Owners", "IT Director"], "frequency": "monthly", "data_sources": ["Zabbix monitoring platform", "ServiceNow incident module"], "format": "PDF", "owner": "Service Level Manager", "distribution": "Email to service owners; published on IT portal", "contents": [ "Per-service availability vs target", "Incident response and resolution times vs SLA", "SLA breach summary with root causes", "Trend comparison (current vs previous 3 months)", "Recommended actions" ] }, { "report_id": "RPT-004", "name": "Quarterly Management Review Pack", "purpose": "Provide executive oversight of SMS performance, risk posture, and improvement initiatives for management review", "audience": ["CIO", "IT Director"], "frequency": "quarterly", "data_sources": ["Zabbix", "ServiceNow", "Grafana capacity dashboards", "ServiceNow change module"], "format": "Presentation", "owner": "IT Service Manager", "distribution": "Presented at quarterly management review meeting", "contents": [ "Executive summary with key metrics", "SLA achievement across all services", "Capacity utilization trends", "Major changes and their outcomes", "Risk register updates", "Improvement plan progress", "Decisions required from management" ] } ] } ``` ## Extension Tools ### `service_reporting_validator` Validates `service-reports.json` against ISO/IEC 20000-1:2011 Clause 6.2 requirements: | Check | What It Does | |-------|-------------| | **Purpose** | Every report must have a defined purpose tied to a decision or action | | **Audience** | Each report must specify at least one audience (individual or group) | | **Frequency** | Reporting frequency must be defined (weekly, monthly, quarterly, annually, or ad hoc) | | **Data sources** | Each report must list the systems or processes that provide its data | | **Non-empty register** | At least one report must be defined in the register | ## Getting Started Start by activating the *ISO 20000 Service Reporting* skill. The agent will check for existing SLA and service catalog data in your workspace, then guide you through identifying stakeholders, report types, and data sources. Have this information ready: - Your SLA register or a list of services with targets - Key stakeholders who consume service performance data (IT management, customers, executives) - Monitoring and ITSM tools that provide metrics (e.g., Zabbix, Prometheus, ServiceNow, Jira Service Management) - Any contractual or regulatory reporting obligations - Current reporting practices you want to formalize or improve Reports built here reference the SLA targets from the service level management skill, so completing SLA definition first ensures your reports have clear targets to measure against. --- Back to [Skill Library](https://rakenne.app/skills/index.md)