CPHIMS Practice Exam 2025 – Complete Study Resource

Performing a gap analysis should be the initial step following a survey indicating dissatisfaction with system reliability and help desk effectiveness. This process involves systematically identifying the differences between the current performance of the IT systems and help desk and the desired performance levels. By doing so, the IT team can pinpoint specific areas that require improvement and determine the underlying causes of the dissatisfaction reported in the survey.

Conducting a gap analysis provides a structured approach to understand existing deficiencies, allowing the team to develop targeted strategies for addressing the issues identified. It serves as a foundational step that guides subsequent actions, ensuring that improvements are based on a thorough understanding of the problems rather than assumptions.

While brainstorming sessions could generate ideas for improvement and additional surveys might gather more information, these approaches would be less effective without first understanding the exact gaps in performance. Similarly, postponing action items would not address the urgent concerns raised in the survey and could further frustrate users expecting prompt resolutions.