IT Service Management (Celanese Corporation)

Running head: IT SERVICE MANAGEMENT
IT Service Management
(Celanese Corporation)
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1IT SERVICE MANAGEMENT
Executive summary
The ITIL or Information Technology Infrastructure Library is a detailed set of practices focusing
towards various IT services. In this study analysis is done on multiple challenges of IT services at
Celanese, U.K. It is a leading chemical and global technology providing organization. Various ITSM
tools and its advantages for the current company is demonstrated through service desk model for
Celanese.

2IT SERVICE MANAGEMENT
Table of Contents
1. Introduction:......................................................................................................................................3
2. Issues of the IT service at Celanese:..................................................................................................3
3. ITIL best practices to overcome the above issues:............................................................................4
4. The OSM alignment with the ITIL framework:................................................................................5
5. ITSM tool and potential benefits to Celanese:..................................................................................5
6. Service desk model for Celanese:......................................................................................................6
7. Reflection on the above discussion:..................................................................................................6
8. Conclusion:........................................................................................................................................8
9. References:........................................................................................................................................9

3IT SERVICE MANAGEMENT
1. Introduction:
Celanese Corporation is a leading chemical and global technology providing company
located in the United States. It produces acetyl and vinyl acetate monometer. IT Service
Management or ITSM describes the strategic approach to design, deliver, manage and develop the
way in which IT or Information technology is used.
The ITIL or Information Technology Infrastructure Library refers to the set of specific
practices for ITSM. It has been focusing towards various IT services.
The following report discusses the challenges of IT services at Celanese. Here ITIL best
practices are used to overcome those issues including the OSM alignment with ITIL framework.
Further, the different ITSM tools and its benefits for Celanese are analyzed along with service desk
model for Celanese. Lastly, an overall reflection is drawn upon the various learning from the
previous discussion.
2. Issues of the IT service at Celanese:
Lack of agility has been hindering the ability of Celanese to become competitive. To overcome those
issues, Celanese has never investigated how their IT foundation can be successful. Thus there has
been a lack of support from customer quality expectations (Kneuper, 2016). This also included
various regulatory compliance initiatives with the help of a reliable infrastructure of IT. Thus there
has been no ERP system. Hence the issues that rose are
 Lack of analysis of operational data and supporting of functionalities that are business
critical.
 Lack of managing trace and track abilities