identified gaps

1 Lack of support groups definition and

1) partial/no automation between the event management and ticket management systems

2) Lack of options for customers to log tickets over phone, web form or using ticketing tool

3) Partial/No KPIs for services

4) No formal SLAs that specifies performance commitments and terms to the customer requirements

5) Inadequate functionality available in the ticket management system to implement ITSM processes

6) Absence of application management process

7) Lack of knowledge management process

Loosely defined processes, procedures and roles & responsibilities that are used differently across IT groups for their changes