Effective management of documentation in SAP access management service

Abstract

The purpose of this thesis project was to improve documentation management within the case company by developing a framework that enhances the consistency, accessibility and sustainability of documentation. The thesis was commissioned by an IT service organisation to support more efficient and standardized documentation practices.

The framework was based on recent research on documentation best practices and documentation frameworks. A mixed-methods approach was applied, combining document analysis and employee interviews that included survey-type questions.

The results revealed that documentation was maintained informally and lacked ownership, structure and review control. Based on these findings, a six-component documentation management framework was developed to define responsibilities, standardise structures and review control. The framework is conceptual, and it was evaluated through employee feedback. The evaluation confirmed that the framework improves documentation governance, consistency, and usability while supporting long-term operational efficiency. However, it has not yet been implemented within the case company.