This four-day course focuses on the gap analysis activity described in the ITIL® Continual Service Improvement volume. One of the ways that an organization can begin an adoption of ITIL best practices is through a gap analysis. A gap analysis compares the current state of an organization to the ITIL best practices and clearly demonstrates what the organization is doing that matches or exceeds best practice guidance, what the organization is doing that falls short of best practice, and produces a report indicating short, medium and long-term next steps. Additionally, healthy organizations regularly conduct gap analyses to understand how they are progressing and to quickly identify potential areas of improvement. This course demonstrates how an organization can conduct and create a gap analysis on its own, and how individuals can develop the skills necessary to perform a gap analysis.
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