ITIL & ITSM: Analysis and Recommendations for Celanese

Celanese Report &
Reflective Learning
Journal
2019
5/14/2019

ITIL & ITSM
Table of Contents
Understanding & Analysis.....................................................................................................................3
ITIL as the Starting Point..................................................................................................................3
Recommendations & Justification.....................................................................................................3
Maturity ratings, self-assessment, discussion of ratings, and recommendations................................3
Benefits of Process Improvement at higher levels.............................................................................4
Limitations to ITIL Approach............................................................................................................5
Minimize Challenges/Obstacles/Risks...............................................................................................5
Reflective Learning Journal...................................................................................................................6
Key Learnings...................................................................................................................................6
Process Followed...............................................................................................................................7
Future Applications...........................................................................................................................7
Areas of Improvement.......................................................................................................................7
References.............................................................................................................................................9
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ITIL & ITSM
Executive Summary
ITIL and ITSM frameworks are being used by numerous business firms that utilize IT
services and components in their architecture. The report covers the analysis of Celanese case
study to point out the issues and considerations associated with the process. The report also
includes a reflective journal.
Keywords: ITIL, ITSM
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ITIL & ITSM
Introduction
The report reflects upon the use of ITIL by an organization named Celanese which has spent
considerable number of years in ERP implementation. It has now decided to implement it by
integrating them in IT using ITIL. The report ends with a reflection report about the learnings
made throughout the analysis
Understanding & Analysis
ITIL as the Starting Point
The viewpoint of the Global Operations Manager for ITIL is correct and it can be a good
starting point for the upcoming tools and services. This is because ITIL will provide the
required framework to streamline all the tools and components with each other. The
continuous improvement of the processes can be carried out from any stage defined under
ITIL (Gervalla, Preniqi & Kopacek, 2018). It is not necessary to begin from the fixed phase
defined under ITIL. In the case of Celanese, there are issues in the strategy and plans.
Therefore, the beginning shall be done from the Service Strategy phase.
Recommendations & Justification
THE HP assessment that was carried out brought several issues and risks associated with the
ITSM implementation at Celanese. There were three major areas that were identified that
needed improvement. These included communication, collaboration, and integration.
Documentation processes were also not up to the mark. It is recommended that the isolation
of the processes was resolved and looked in to. This is because the Central IT Management in
Celanese was only concerned with SAP and Microsoft processes. There were absence of
standards and compliance with the defined norms which led to the emergence of several
flaws. A defined communication management plan should have been defined and set up by
the management to make sure that the streamlining of the project communications was done.
There were also issues in the resource collaboration during the heavy build stage. The use of
the communication guidelines and methods would have provided resolution to most of these
issues and the expectations would have met. The collaboration and communication
mechanisms would have also led to the resolution of the underlying conflicts.
These recommendations are provided so that the resolution of the basic issues around
communication and collaboration along with integration are avoided.
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