gap-analysis

Analyze incident and case data to identify knowledge base coverage gaps.

34|13|Updated Feb 6, 2026

Search Tags:#knowledge-management #knowledge-base #gap-analysis #incident-analysis #content-planning #service-now

Ready to run

npx skills add https://github.com/Happy-Technologies-LLC/happy-servicenow-skills --skill gap-analysis-happy-technologies-llc

💬 Prompt for ChatGPT / Claude Chat▼

Please help me install this Agent Skill.
Skill: gap-analysis
Source: https://github.com/Happy-Technologies-LLC/happy-servicenow-skills/tree/main/skills/knowledge/gap-analysis
Command: npx skills add https://github.com/Happy-Technologies-LLC/happy-servicenow-skills --skill gap-analysis-happy-technologies-llc

SYSTEM DOCUMENTATION & REQUIREMENTS

What problem does it solve?

This Skill helps organizations identify gaps in their knowledge base by analyzing incident and case data, surfacing topics that lack adequate documentation and feeding a prioritized content backlog.

Core Features & Use Cases

Identify high-volume incident categories that lack knowledge base coverage to guide content creation.
Analyze knowledge search logs to surface failed queries and missing topics for article expansion.
Generate prioritized backlog items for knowledge authors to close coverage gaps, improving self-service.

Quick Start

Analyze your ServiceNow data to surface knowledge gaps and create backlog tasks for authors.

Frequently Asked Questions about gap-analysis

High-intent search queries and answers about installing and using this skill.

FAQPage Schema

What is knowledge gap analysis in ITSM and how does it identify missing articles?▼

Knowledge gap analysis identifies missing documentation by analyzing incident and case data to surface high-volume topics lacking adequate knowledge base coverage. It correlates unresolved incident categories with existing articles to pinpoint where self-service fails.

How do I find knowledge base coverage gaps using incident and case data?▼

To find knowledge base coverage gaps, analyze incident and sn_customerservice_case records against existing kb_knowledge articles. This surfaces recurring incident categories that lack corresponding documentation, guiding targeted content creation.

Do I need ServiceNow incident and search log access to analyze knowledge gaps?▼

Yes, performing knowledge gap analysis requires access to ServiceNow incident, sn_customerservice_case, kb_knowledge, kb_feedback, and search_log tables. These data sources aggregate to surface failed queries and missing topics accurately.

How can I analyze search logs to improve self-service knowledge article coverage?▼

Analyzing search logs reveals failed queries and missing topics by tracking what users search for without finding relevant kb_knowledge articles. This data identifies specific areas needing article expansion to improve self-service success rates.

What's the best way to prioritize content creation for a knowledge base backlog?▼

The best way to prioritize content creation is analyzing incident volume against knowledge base coverage gaps. Generating prioritized backlog items from high-volume unresolved incidents ensures authors focus on articles delivering maximum self-service impact.

Why does my knowledge base gap analysis fail to surface missing topics?▼

Gap analysis fails to surface missing topics when MCP tools cannot properly aggregate incident, case, and search_log data. Incomplete permissions or missing access to kb_feedback and related ServiceNow reports restrict comprehensive coverage gap visibility.