From request to delivery : innovative process design for IT demand and portfolio management at STRABAG

Abstract

Effectively and transparently managing IT demands is a key challenge, particularly in large corporate structures. Heterogeneous system landscapes, inconsistent communication channels and a lack of standardised processes often lead to media discontinuities, inefficiencies and limited traceability. This thesis addresses the challenge of managing IT project requests within STRABAG by developing a structured and transparent end-to-end process – from initial request to delivery. The proposed model ensures that only well-prepared and strategically relevant requests are processed. The current situation is characterised by various request channels,unclear responsibilities and limited traceability, which hinder strategic alignment and efficient resource management. Based on a literature review of demand and portfolio management as well as process modeling techniques, a Stage-Gate Process was developed to guide requests through defined decision points. The model integrates existing systems such as SCOT and Jira as central tools for project and demand management. Event-driven process chains were used to visualise the process logic and stakeholder interactions. The process was validated through expert feedback and aligned with organisational objectives. The results show that the new process improves coordination, reduces uncertainty and supports strategic IT planning. The thesis concludes with recommendations for implementation, continuous improvement and the potential integration of AI-based tools for request classification and prioritisation. The proposed approach contributes to a more efficient and scalable IT demand management framework within the organisation.