ITSM Gap Analysis

Inventory of Your Processes

Are you standing at the beginning of ITIL/ISO 20000 implementation or are you looking at introducing processes that comply with these standards? If any of this is true for you, an ITSM gap analysis can be an important status overview, providing valuable information as to which of your current processes are already in line with relevant standards and which of them still have potential for improvement.

We help you determine the efficiency of selected IT areas. With this information, you are able to identify weaknesses and to take any steps required to ensure that IT management supports operational improvement.

As outlined below, we assist you from preparational steps through to the final presentation. Depending on your requirements, we offer three different types of gap analyses, each covering different processes.

1 Kick-off

A kick-off meeting prior to the actual gap analysis serves for us to clarify with you in detail the test objects, contact persons, and schedule.

2 Questionnaire

Using a detailed questionnaire, we interview your IT Service Management staff regarding all relevant processes. Your answers to these questions serve as a basis for step 3.

3 On-Site Check

Random inspections as well as a spot check of the provided documents and data allow us to determine the ITIL/ISO 20000 conformity of your existing processes.

4 Report

A detailed report describes your status in comparison with internationally recognised quality standards, and provides no-obligation recommendations for optimisation.

5 Presentation

In addition to the report, a final presentation summarises our findings and suggestions.

ITSM Gap Analysis I (ITIL) – Basic ITIL Processes

• Incident Management
• Problem Management
• Configuration Management
• Change Management
• Service Level Management

ITSM Gap Analysis II (ITIL) - Additional ITIL Processes

• Availability und Service Continuity Management
• Financial Management for IT Services
• Capacity Management
• Information Security Management
• Release Management

ITSM Gap Analysis III (ISO 20000) - ISO 20000 Specific Processes

• Service Reporting
• Business Relationship Management
• Supplier Management