On Oktober 23 at 13:00, Henning Richter will defend his PhD thesis in room 001, Konrad-Zuse-Haus. The thesis* topic is „Contributions to Stakeholder Value-Oriented IT Service Management“.
Abstract
This dissertation introduces the development and evaluation of itsVALUE, a comprehensive method, modeling notation, and ADOxx-based toolset for stakeholder value-oriented IT Service Management (ITSM). The method enables organizations to model, analyze, and redesign IT services with a strong emphasis on stakeholder perceptions of value, addressing a significant gap in many existing ITSM approaches that often overlook implicit or context-specific value aspects.
Following a rigorous Design Science Research (DSR) process, itsVALUE integrates multiple established modeling methods (including VSM 4.0, VSA 4.0, DVD, 4EM, and VDML) into a coherent and extensible framework. Key components of the method include the Value Perception Model (VPM), Stakeholder Value Map (SVM), Value Stream Blueprint (VSB), and the Process Specification Model (PSM). These modeling artifacts help trace and operationalize the relationships between stakeholder expectations, value-creating activities, and service delivery components.
The method was developed iteratively and validated through a real-world case study in an industrial context, followed by an external evaluation by independent users. The results confirm the applicability, usability, and practical relevance of itsVALUE, highlighting its potential for broader adoption in practice and research. This work contributes a novel, tool-supported approach to embedding Stakeholder Value (SV) into ITSM and provides a solid foundation for future extensions in service modeling, enterprise architecture, and digital transformation initiatives.