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ITIL :: View topic - Process Gap Analysis through ITIL
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Process Gap Analysis through ITIL

 
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swashbuckler
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PostPosted: Fri Jul 13, 2012 9:21 pm    Post subject: Process Gap Analysis through ITIL Reply with quote

Greetings,

Can you please explain how should we initiate GAP analysis through ITIL in any process so that we can understand the drawbacks?

Best,
Swash Smile
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UKIT
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PostPosted: Sat Jul 14, 2012 12:54 am    Post subject: Reply with quote

Gap Analysis is part of Continual Service Improvement and compares the difference between expected service delivery and actual service delivery.
The difference is then analysed (Gap Analysis) in which an improvement programme is put in place to address the shortfall.
Example A configuration item designed to provide an IT service no longer meets the needs of the business as a result of increased demand being placed upon it. Upgrading the configuration item so that expected service delivery can be achieved is required.
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Diarmid
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PostPosted: Mon Jul 16, 2012 7:44 pm    Post subject: Reply with quote

For me continual service improvement is about improving services already meeting expectations. narrowing the gap between expected and actual service is more like corrective action.

Your example ought to be addressed by capacity management and should not ever become a gap.

For me, gap analysis is a way of informing what has to be done to the current management system to achieve a new requirement, which could be taking on new services or meeting new legislation or to achieve an externally audited standard.
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swashbuckler
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PostPosted: Thu Jul 19, 2012 8:07 pm    Post subject: GAP Analysis through ITIL Reply with quote

Thank you for responding.

Is there any template which might come in handy?

Best,
Swash.
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Diarmid
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PostPosted: Thu Jul 19, 2012 8:47 pm    Post subject: Reply with quote

template for what?
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swashbuckler
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PostPosted: Thu Jul 19, 2012 9:02 pm    Post subject: Reply with quote

As a reference for carrying out GAP analysis
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Diarmid
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PostPosted: Fri Jul 20, 2012 7:30 pm    Post subject: Reply with quote

I don't see how to have a useful template except for a gap analysis in a specific area.

You just list the components and qualities you want to be in place and check them off against your current state.

For ITSM, for example you could use an ISO20000 auditor check list, but it might be too high level.
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