Which is the first step in the 7 Step Improvement Process?

'Where are we now?' is a question from the CSI approach or gap analysis model, not a formal step in the 7 Step Improvement Process.

Identifying gaps in SLA achievement is an analytical activity that occurs later in the process, most closely associated with Step 5 (Analyze the data), after data has already been gathered and processed.

'Prepare for action' does not correspond to the first step; implementing corrective action is Step 7, the final step, taken only after data has been gathered, processed, analyzed, and presented.

Step 1, 'Define what you should measure,' anchors the entire improvement cycle by identifying which measurements support the vision, strategy, and goals of both IT and the business. Without first establishing what ideally should be measured, subsequent steps lack direction and risk collecting irrelevant data. This step ensures that the improvement effort is driven by strategic intent rather than available data.