The Continual Service Improvement doesn’t provide too many specifics about a gap analysis or how one should be conducted. When I’ve been involved in gap analyses, I tend to think of the activities as occurring in several phases. Following are the phases of a gap analysis and some of the activities that occur during those phases.
A gap analysis is one of the most valuable tools described by ITIL. When conducting a gap analysis, following a logical, phased approach results in usable deliverables that help the organization achieve its vision.