What should be done FIRST when feedback indicates recently implemented software products are not meeting business unit expectations?

The most critical first step is to understand the nature and extent of the discrepancy between performance and expectations. A gap analysis is a formal, structured process designed to compare the current state (the software's actual performance) with the desired state (the business unit's expectations). This analysis will identify the specific areas where the software is failing and provide the necessary data to determine the root cause(s). Without this foundational understanding, any subsequent actions, such as reviewing logs or implementing training, would be based on assumption rather than evidence and could be ineffective or wasteful.

A. Review help desk logs. This is a tactical data-gathering step. While useful, it may not capture the full scope of strategic business expectations that are not being met.
B. Confirm user acceptance testing (UAT) was completed. This is a retrospective process check. While it may help identify a root cause later, it does not address the immediate need to diagnose the current performance gap.
D. Institute a new software training program. This action presumes the problem is a lack of user knowledge. This is a premature conclusion; the issue could be functional defects or a misunderstanding of requirements. ---

1. ISACA, CGEIT Review Manual, 8th Edition. Domain 3: Benefits Realization, Task Statement B3.3, emphasizes the need to "Take action to correct deviations and improve the likelihood of successful outcomes." The prerequisite to taking corrective action is a thorough analysis to understand the deviation, for which a gap analysis is a primary tool. The manual stresses that benefits realization is an ongoing process of evaluation and adjustment.

2. ISACA, COBIT 2019 Framework: Governance and Management Objectives. The management objective BAI07, Managed IT Change Acceptance and Transitioning, includes practice BAI07.05, which involves evaluating test results and remediating failed tests. When post-implementation feedback indicates failure to meet expectations (a form of failed acceptance), the first step is to analyze the gap between the results and the criteria before remediation.

3. Valacich, J. S., & George, J. F. (2020). Modern Systems Analysis and Design (9th ed.). Pearson. University-level systems analysis textbooks describe gap analysis as a fundamental technique used during and after implementation to compare a baseline system against a potential replacement or, in this case, to compare delivered functionality against business requirements. This analysis is the first step in identifying shortfalls. (Chapter 6: Determining System Requirements).