CHAPTER 7: GAP ANALYSIS
As with all large projects that are carried out in a company, we have to first show the objectives of the project (the ‘What’). On the other hand, the advantages and benefits for the enterprise (the ‘Why’) need to be presented to the top management, before starting the ISO/IEC 20000 project.
ISO/IEC 20000 should not be seen as an end in itself. Left like this, the IT staff would be only stressed out, without creating any value for them. The ISO/IEC 20000 certification has to be seen rather as the result of a larger IT service management programme. This overall programme targets the customer focus and efficiency of the IT organisation and transforms it into an IT service organisation.
An ISO/IEC 20000 project is not a small ...
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