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Celanese ITIL Case (Central Node) - Coggle Diagram
Celanese ITIL Case (Central Node)
Timeline
2001–2005: Centralize IT, ERP, cost reduction
2006–2007: Heavy build, IT silos form
2008: OSM and ITIL training start
2009: 30% budget cut and project prioritization
Key Problems
Low ITIL maturity (Level 2)
Siloed IT functions
Weak executive sponsorship
Resistance to ITIL and process change
Performance prioritized over process discipline
Operations Support Model (OSM) (Green Branch)
Created “Go Live” checklist
Defined RACI ownership roles
Added assumptions column to manage expectations
Improved uptime from 80% → 99.8%
ITIL Initiatives
Change Control
Service Transition
Service-Level Management
Process Ownership
Problem Management
Recommendations
Adopt phased ITIL integration
Secure top-down executive sponsorship
Start with Change, Problem, and Incident Management
Start with Change, Problem, and Incident Management
Adopt integrated ITSM tools (e.g., CMDB, SLA tracking)
Evidence / Results
HP 2007 assessment confirmed low maturity
OSM increased uptime to 99.8%
108 IT staff earned ITIL Foundation certification
Infrastructure team coordination improved