A gap analysis is a method of assessing the differences in performance between a business’ information systems or software applications to determine whether business requirements are being met and, if not, what steps should be taken to ensure they are met successfully1. A gap analysis typically involves identifying non-compliant processes or activities; assessing their risklevels; determining potential corrective actions that can be taken to address them; and implementing those corrective measures1. Once completed, organizations can then measure their progress toward achieving full compliance over time1.
A gap analysis should be done first when feedback indicates recently implemented software products are not meeting business unit expectations, as it can help identify the root causes of the dissatisfaction, the gaps between the current and desired state of the software products, and the actions needed to close those gaps. A gap analysis can also help align the software products with the business strategy, goals, and expectations, as well as ensure compliance with regulations and policies.
Reviewing help desk logs, confirming user acceptance testing (UAT) was completed, and instituting a new software training program are also important steps to take when software products are not meeting expectations, but they are not the first step. Reviewing help desk logs can help gather feedback and identify issues or errors with the software products, but it does not provide a comprehensive analysis of the gaps and solutions. Confirming UAT was completed can help verify that the software products were tested by the end users before implementation, but it does not address the reasons why the feedback was negative after implementation. Instituting a new software training program can help improve the user’s skills and knowledge of the software products, but it does not guarantee that the software products will meet their needs and expectations.
References := What is Gap Analysis in Compliance | Scytale; How to Perform an IT Gap Analysis - Systems X; IT Gap Analysis – First Step to ITIL Success | Invensis Learning.
