USING BUSINESS PROCESS MANAGEMENT (BPM) TO STREAMLINE THE HELPDESK PROCESSES OF

USING BUSINESS PROCESS MANAGEMENT (BPM) TO STREAMLINE THE HELPDESK PROCESSES OF A FOOD PROCESSING COMPANY (CASE STUDY)
It is a case study with a firm. and I am wondering how it will be done
I want to know how the analysis will be done since I am supposed to use data from the company to write this thesis.
The literature review must contain what BPM is and what is already know concerning the topic. It should also contain a hypothesis if any.