A retailer is considering introducing a new virtual reality feature to its online presence.

In ITIL DPI,gap analysisis used to compare the current state against the desired future state. Since the retailer is adoptingnew technology and skills, gap analysis identifies capability shortfalls and resource needs to support the change. Customer satisfaction analysis (A) and SLA analysis (C) measure service performance, not organizational readiness. Process maturity assessment (D) examines process capability but not the holistic gap to achieve new capabilities.

(Reference: ITIL® 4 Strategist DPI, section on "Assessment methods – gap analysis for change initiatives")