Exam CGEIT topic 1 question 404 discussion

C. Request a gap analysis. A gap analysis helps identify discrepancies between the expected performance of the software and its actual performance. It provides insights into what aspects of the software are not meeting expectations and helps in devising targeted solutions. This step is crucial before proceeding with any corrective actions such as additional training or reviewing help desk logs, as it helps in understanding the root causes of the problem. Once the gap analysis is completed, appropriate actions can be taken to address the identified gaps effectively.

The rationale aligning with CGEIT: A gap analysis compares the current software capability to the original business requirements and expectations. This reveals where gaps exist causing the dissatisfaction. Understanding the precise gaps through analysis allows targeted action to address the root causes. Reviewing UAT (A), training (B), and help logs (D) do not provide the same direct insights into underlying gaps causing the issues. CGEIT emphasizes diagnostics like gap analysis to pinpoint where expected benefits are not being realized post-implementation. The analysis focuses efforts on areas requiring attention.

When feedback indicates that recently implemented software products are not meeting business unit expectations, the FIRST step should be to confirm whether user acceptance testing (UAT) was completed satisfactorily (Option A). UAT is a crucial phase in the software implementation process where end-users validate that the system meets their requirements and functions as intended. Ensuring that UAT was conducted thoroughly helps identify if the software aligns with user expectations.

The answer is Option D, Review help desk logs. Option A, Confirm user acceptance testing (UAT) was completed, is not the best first step because it is possible for UAT to be completed successfully, but for the software to still not meet business unit expectations. This could be due to a number of factors, such as changes in the business requirements, changes in the user environment, or simply a misunderstanding of the software's capabilities. Option D, Review help desk logs, is the better first step because it will provide a more accurate picture of the problems that users are having with the software. Once the specific problems have been identified, then it can be determined whether or not UAT was completed successfully. In addition, reviewing the help desk logs will help to identify the root causes of the problems. This information can be used to develop a plan to address the problems.