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No real "negatives' lots of outdated things that need an update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