Itil v3. caso de estudio. sapetco

ITIL Managers Examination Case Study: SAPETCO (Live Version 3.0)

You will need this Case Study to prepare for the SAPETCO Service Support and Service Delivery ITIL Manager’s Examinations.

Version 3.0(Status – Live) ITIL-M-SAPETCO-GBCaseStudy-English.doc

Page 1

Document Owner – Nicola Kelly © The APM Group Ltd 2007

ITIL ® is a Registered Trade Mark, and a Registered Community TradeMark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office. This document is not to be re-produced or re-sold without express permission from The APM Group Ltd

Note. All of the organisations and individuals mentioned in this Case-study are entirely fictional and no reference to any true organisation or person is intended or implied. 1. BackgroundSummary SAPETCO (The Saudi Arabian Petrochemical Company) was formed in 1985 as an amalgamation of several small independent petrochemical companies that emerged as part of the oil boom in Saudi Arabia at the beginning of the1970’s. Careful acquisition and a well defined growth plan, overseen by the Organisations CEO, Sheikh Khalifa, has seen SAPETCO’s oil reserves rise to over 100billionbarrels. The company currently is enjoying a relatively healthy period. SAPETCO is a major influence on oil, petrol and gas prices throughout the world and is a major employer. Profits from the organisation are ploughed back into the Saudi infrastructure and SAPETCO are financing projects as diverse as the creation of parks and lakes in the key cities to the building of an intercity rail network and aproposed underground railway system in Riyadh. This is an indication of the future trend as the Sheikh recognises that even with its oil reserves as high as they are, SAPETCO needs to continue a programme of diversification to cement the future. Culture: The Sheikh has been the main influence in the formation and growth of the company. A distant cousin of the king, he has used his influence wellto ensure that growth and acquisitions have been managed to the benefit of all parties. He heads the board of governors and has ensured that CEOs from all acquired companies have some influence at board level. The Saudi government part own SAPETCO and thus the board of governors is numerous. This can mean that some decisions are not always agreed in a timely manner and that a lot of ‘discussion’can take place. In the past, the Sheikh has managed to persuade the board to follow the ‘right and appropriate course of action’. However, he is now in his seventies and with heath problems beginning to affect his daily participation, he is looking for a successor. As the internal political stances are being taken up, some commentators are predicting a period of instability for the company andsome projects may be delayed, possibly postponed as many managers are waiting to see what happens with the succession plan. The general day to day running of the company is the responsibility of the executive board, headed by the Sheikh.

Version 3.0(Status – Live) ITIL-M-SAPETCO-GBCaseStudy-English.doc

Page 2

Document Owner – Nicola Kelly © The APM Group Ltd 2007

ITIL ® is a RegisteredTrade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office. This document is not to be re-produced or re-sold without express permission from The APM Group Ltd

Geography / Size: SAPETCO has offices in a number of cities throughout Saudi Arabia. The headquarters are in Riyadh where some two thousand peopleare located. HQ mainly deals with the administration of the organisation and is home for both the Board of Governors and the Operating Board. There are four refineries, one near the west coast port of Jeddah and two in the north east of the country in AlKhobar and Dharan. The fourth is in the south eastern city of Taif, but is very old and outdated and is only kept in commission as a back up. The...