IT Service Management Service Design and Implementation with the SAP Solution Manager

Abstract

This thesis is a functional thesis, based on a design and development project in BPS Consulting Finland Ltd. The main objective of the project was to identify, evaluate and implement a practical solution to improve the support services of BPS Consulting Finland Ltd. The chosen tool for implementing this solution is the IT Service Management component of the SAP Solution Manager system. Using the methods and toolsets of Service Design, as well as System Analysis and Design, the project team investigated the current support services of BPS Consulting Finland to determine opportunities for improvement and project requirements in order to design and deploy the proposed solution for the BPS Consulting Finland environment. System documentation, application testing, and user training are also in the scope of this project. The project was considered by BPS stakeholders to be successful because all major project requirements have been fulfilled, new solution has been deployed and tested, and all required documents have been finalized and distributed to BPS employees.