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Case 2: Celanese - Coggle Diagram
Case 2: Celanese
Relevant facts
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The workforce is satisfied and comfortable, best not to change that too drastically.
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Solution points
Planned solution
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Have EVP's conduct new documentation methods including how many emails should be going out and overall communication between IT groups
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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.
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.
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Key problems
Big problems
ITIL maturity rating for the company was only 2/5, barely sustainable
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Their rivals have a large advantage over them in the IT field due to their refusal to update in time
Smaller problems
IT service management score was below average, only at 45.6%
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The company is risking overworking itself having already put a lot of plans into motion before the whole company could think it over.
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