A Business Analyst (BA) Is Eliciting Requirements to Automate Existing

A business analyst (BA) is eliciting requirements to automate existing manual processes for fulfilling end users service requests. There is pressure from management to automate the process quickly using a commercial off-the-shelf (COTS) tool. The COTS solution has various modules including one for service request automation that has yet to be implemented in the organization. What is the BA's first step?

A) Implement the COTS tool's modules
B) Create a change strategy
C) Perform a gap analysis to understand missing capabilities
D) Modify the COTS tools to fit the existing process