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Session Code: BRE1845
Presenter(s): Leticia Sandoval
Company(s): Celanese
Abstract: An issue Celanese found when they moved their ITIL Change process to ServiceNow was in the area of SAP changes. When they decided to move SAP Changes into ServiceNow they faced issues adjusting their current SAP change format to the standard ServiceNow change format. This was further complicated by the fact that their SAP updates and modifications were performed by a third party, as well as multiple production SAP instances and multiple transports per change. Attend this session to hear how the Celanese team resolved these issues and how following implementation, they made further improvements to categorization and the approval process, reducing SAP emergency changes by 9%.
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