The purpose of the study was to find out subjects of development with the help of service requests. The study was commissioned by The Finnish Government Shared Services Centre for Finance and HR.

The theoretical framework of the study consisted of The Shared service Centre model which should produce cost savings and effectiveness with the help of concentration. At the same time it is possible to produce more customer friendly and more high-quality services to the customer.

The study was conducted as a quantitative study. The data used in this research consisted of the customer support service requests during the 1.4.2014-31.3.2015 period. The data was separated into six different subject areas. Based on the results, Pivot charts were formulated and made into diagrams.

The volume of getting results service request steadily increased in the examined period. The largest amount of service requests came in turn of the year. Most service requests concerned the establishment of cost accounting units. Significantly more HR reporting service requests than finance reporting service requests were received. Most service requests concerned SAP BI reporting but there was also a high number of SAP HCM and SAP FICO reporting requests.

In the future, the client should consider developing the concentration by enabling the use of information technology. Human Resource Management should offer more delivering of reports and training in respect of SAP HCM reporting.