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ITIL at Celanese (Stakeholders (Customers, Employees, shareholders,…

- - - - Processes at level 2 'repeatable'
        
        Celanese did not follow recommendations
        
        IT directors unclear of value that could be derived from an increase in ITIL process maturity
        
        CIO was skeptical of the benefits of re-engineering IT processes
        
        HP's recommendation to start improving one of the most customer-facing processes - Service-Level Management did not sit well with the IT directors
  - - - Affected the Infrastructure Supply group
        
        Experienced budget overruns
- - - - Service-Level Management
      - Configuration Management
      - Change Management
      - Problem Management
      - Release Management
- - - - The CIO and IT directors did not believe the assessment pointed at the correct focus areas.
      - The advocates expect the assessment to answers unequivocally what is wrong with Celanese and what process they should take
    - - Compares to the Single Instance ERP by requiring a bigger budget
      - Compares to the Single Instance ERP by being
    - - Focused on customer satisfaction/interaction
      - Created a standard documentation process