Service management handover project : from SAP consultant’s perspective
Parkkila, Priya (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202402153028
https://urn.fi/URN:NBN:fi:amk-202402153028
Tiivistelmä
The goal of this thesis was to discover potential space and requirements in the current service manager role based handover process and to grant improvement ideas on how the handover process in an SAP technology company can be improved. The study was done from an SAP consultant’s perspective working in the company, whose experience is in measure. The study targets in searching ways to improve the quality of the service and providing missing information for Service Managers for their new job task to continue successfully between the handover receiver and the provider.
The thesis was applied as a qualitative study and was performed during Winter 2023.
The semi-structured type of interviews, with 3 interviewees were selected. (1 from logistics, 1 from support and 1 from Finance). The interviews were done to figure out the streamlining of handover process on both the receiver and handover, what was lacking, the missing gaps that were not clear until the interview. The data from the interviews was analyzed by collecting the received responses from the interview.
The results indicated that there is a need to improve the document information and its location in a handover file and to increase active trusty communication between management, handover receiver and provider. The management should inform both the handover receiver and the provider of their transfer way in advance, which was also emphasized in the interviews.
On that account, this recommendation from this thesis was to deliver clear materials including majorly customer information and producing the same style of handover every time. In addition, notification to create handover was recommended to inform well in advance, to avoid stress or pressure.
The thesis was applied as a qualitative study and was performed during Winter 2023.
The semi-structured type of interviews, with 3 interviewees were selected. (1 from logistics, 1 from support and 1 from Finance). The interviews were done to figure out the streamlining of handover process on both the receiver and handover, what was lacking, the missing gaps that were not clear until the interview. The data from the interviews was analyzed by collecting the received responses from the interview.
The results indicated that there is a need to improve the document information and its location in a handover file and to increase active trusty communication between management, handover receiver and provider. The management should inform both the handover receiver and the provider of their transfer way in advance, which was also emphasized in the interviews.
On that account, this recommendation from this thesis was to deliver clear materials including majorly customer information and producing the same style of handover every time. In addition, notification to create handover was recommended to inform well in advance, to avoid stress or pressure.