Certified Business Analysis Professional (CBAP) — Question 94

A business analyst (BA) is eliciting requirements to automate existing manual processes for fulfilling end users service requests. There is pressure from management to automate the process quickly using a commercial off-the-shelf (COTS) tool. The COTS solution has various modules including one for service request automation that has yet to be implemented in the organization. What is the BA's first step?

Answer options

• A. Implement the COTS tool's modules
• B. Create a change strategy
• C. Perform a gap analysis to understand missing capabilities
• D. Modify the COTS tools to fit the existing process

Correct answer: C

Explanation

The correct answer is C, as performing a gap analysis is essential to identify the differences between the current capabilities and what is needed for service request automation. This understanding will guide the BA in determining how the COTS tool can be effectively utilized. The other options do not address the need to first understand the existing gaps and requirements before implementation.