Step 1: Current State Assessment – People, Process and Technology

Step 2: Gather Strengths, Weaknesses, Opportunities and Threats (SWOT)

Step 3: Gap Analysis – Comparing with Target State/Aspirations

Step 4: Recommendation and Next Steps

Step 5: Continual Service Improvement Roadmap


Example: Step 1 – Current State SWOT Analysis

Analyse the current state – SWOT, include all the data in the category below. This will help to compare the target state outcomes.








Example: Step 2 – Target State

Obtain the target state outcomes and aspirations from the organisation/department that you are analysing. Divide them in to people, process and technology groups.







Example: Step 3 – Gap Analysis

Complete the gap analysis by comparing the current and target states. Include the gaps in people, process and technology groups.








Example: Step 4 – Recommendation and Next steps

Based on gap analysis, create recommendations based on business benefits vs the ease of execution. The size of the bubble below indicates effort/cost to complete.


Example: Step 5 – Continual Service Improvement Roadmap

Once the recommendations established, based on  gold, silver and bronze initiatives, the roadmap can be established similar to below. Ideally gold initiatives should be implemented first, then silver and finally bronze to help the organisational priorities.









This is one of the options and approach, if you follow the steps above and making sure you capture all findings from current state and gap analysis from an organisation/department, then this approach to establish a continual service improvement roadmap will work. It is important to capture all data to backup your analysis. Hope this helps.

Business, Managed Services
, , , , ,

Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )


Connecting to %s

%d bloggers like this: