A Case Study on itsVALUE to Evaluate its Method, Notation and ADOxx Modeller

Abstract

The new ITIL 4 standard was introduced in 2020. Still, ITIL standardization highly influences how IT-Service Management (ITSM) is seen and performed in practice. Hence, this new standard may have a similarly high impact. The major focus on StakeholderValue (SV) is a key element of ITIL 4 for analysing IT-Services. Generally, stakeholder orientation is a current trend in business analysis. Therefore, our itsVALUE method and modeller provide means to model and analyze value delivery in IT-Services. In an ITIL 4 context, both can also be used for the design of services. itsVALUE combines “traditional” approaches to Value Stream (VS) analysis and service modelling. Further, it adds concepts and functionalities that meet the requirements of ITSM and ITIL 4. Still, itsVALUE must be checked in practice regarding its method, notation and ADOxx modeller. To investigate these issues, this work deeply describes and discusses a first case study we carried out regardingly. Overall, the participants involved perceived the itsVALUE method as suitable to support value-oriented ITSM. However, there were slight differences in their perception of the itsVALUE notation. Lastly, they perceived the itsVALUE ADOxx modeller as a powerful and supportive tool.