Case 2: Celanese
Key problems
Big problems
Smaller problems
IT service management score was below average, only at 45.6%
ITIL maturity rating for the company was only 2/5, barely sustainable
Tools/documentation is heavily limited.
Solution points
Planned solution
Less likely solutions
Rather than overhaul everything, just refine the Service-level management process, create a federated tool solution, and document things better as to benefit off the already highly functional work.
More likely solutions
Given that the company already put a lot of different plans into motion, it's likely they'll overhaul which will be rather ineffective since it also can risk their product quality which is already high.
Recommendations to consider for solution
Fix the documentation process
Move to a single/federated tool process
Formalize the service-level management process
Maintain quality of products
It's needed to fix the delivery process, as there seems to be a single weak link.
Relevant facts
Service-level management is not formal
They haven't updated their company 's IT since 2007
Their rivals have a large advantage over them in the IT field due to their refusal to update in time
Delivery of products has some issue that isn't entirely clear
The company is risking overworking itself having already put a lot of plans into motion before the whole company could think it over.
They have a relatively small IT user base [only 7000]
The IT Budget has been heavily reduced
The workforce is satisfied and comfortable, best not to change that too drastically.
Clients enjoy the products
No real "negatives' lots of outdated things that need an update
IT Operations of Celanese have not been updated since 2007
Build ITIL so Celanese can get a hold of their delivery service
Slow customer service funding temporarily to get other improvements moving
Implement HP's recommendations
Have EVP's conduct new documentation methods including how many emails should be going out and overall communication between IT groups
Let all groups in IT department know what changes are coming.
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Start funding normally to customer service again. Restore attention to all sectors of the IT service.
Maintain quality work. Continue procedures made by ITIL and improvements while boasting new ideas so they're not restricting their creativity and gaining excess maturity.
Stakeholder Consideration
Failure Conditions
Success Conditions
Already present and effective workflow not interupted
IT systems updated and revolutionized
Workflow interrupted, moral hurt
IT systems updated, but in an unimportant way
IT systems not updated