What Q/A can help for GAP Analysis in different processes

[bluecat]

Hi Guys,

My organziation is working on service operation. It has implemented Incident, Problem, Change, Release, Capacity mgmt. Was implemented more than year ago and its time to find out the improvement through Gap Analysis.

How I can go ahead with Gap Analysis ? Is there any generic Question that can guide me to find Gaps in Each process?

[MikkoH]

Hi,
Have you implemented any metrics and KPI's on your service? If you have the data, check the incidents and Srequests that followed the processes implemented and the ones that did not, create processes if needed.
Also should check the communication lines, where there delays or was some contact hard to be identified and could those issues be improved.

Review of the personnel should work as well, they should know if stuff works or not. Basically you are looking for any glitches or hiccups the service has had and try to fix them.

If you can define everything perfectly and the were no problems at all during the year, you can always improve on training the staff or similar.
_________________
Mikko Hellemaa
Support Specialist
Indeo Oy
Finland

[TomC]

The best input I get is from the people who were affected by the new processes. Both group worksessions and individual interviews.

Marry that information with Management;s observations and you have a strong baseline to develop remediation plans against.

[KenLuo]

Several sources:
1. From the measurements you or team produced.
2. # of escalations and what they are and what the root cause is.
3. Your clients.
4. Your 1st line employee, just talk with them and hear from them about their feeling.
5. Your manager.

Anyway, I think CSI is not something you need to do in a certain point, but something you should track all the time.
_________________
Luo, Tian-Hong (Ken)
Regional Operation Lead

ITIL Expert Certified