Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes?

In the Plan phase, organizations assess current performance, identify gaps between the current and desired state, and set objectives before any action is taken. Gap analysis is specifically a pre-implementation activity used to define what improvements are needed and how to achieve them. ITIL's Continual Service Improvement (CSI) model places gap analysis in Plan as it establishes the baseline and targets that drive subsequent phases.

The Do phase involves executing and implementing the plan that was already defined, not identifying gaps.

The Check phase involves monitoring, measuring, and reviewing results against the objectives established in Plan.

The Act phase involves taking corrective or consolidating actions based on findings from the Check phase.