From the course: IT Service Management Foundations: Measures and Metrics
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Gap analysis - ITIL Tutorial
From the course: IT Service Management Foundations: Measures and Metrics
Gap analysis
- First, let's talk about a gap analysis. A gap analysis is used to compare a current state with a desired future state. The output of this analysis is going to highlight the nature and scope of the gap between two different states, and it can provide us a basis for plans to move our organization closer to achieving our objectives. Now, this gap is often called a delta, which means the difference in the two states. This delta can be understood by considering where the organization currently is and where it wants to be, or where a competitor is and where we want to be, and where our customers want the organization to be overall. Any of these can be used as a way to have a difference in two states, essentially where we are and where we want to be, or where our competitors are and where we want to be, or where our customers want us to be. All of these are things that we can consider with our delta. Now, it is really important…
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