Reflective Journal on Celanese Case

This study analyzes the Celanese case and provides a reflection on it. It discusses the implementation of ERP solution and ITIL change management system. The study explores the benefits and challenges faced by Celanese in integrating IT functions and highlights the importance of communication and integration in IT services. The study also discusses ITIL best practices, RACI model, and the use of ITIL tools. Overall, it provides insights into the journey of Celanese in ITIL process.

Running head: REFLECTIVE JOURNAL ON CELANESE CASE
Reflective Journal on Celanese Case
Pavan Rahul Rongali
S5153212
Course code
Thursday 1Pm
Lecturer name and title
[e-mail]

Executive Summary
The purpose of this study is to analyse the celanses case and have to understand about it
and then have to write a reflection about it. Celanese which is the leader in chemical industry
globally, had spent so many years in implementing ERP solution as well as in integrating the
functions of IT that is divisional, into services model that is shared. The benefits of the ITIL
change management system are, alignment of the IT services that is improved for the
requirement of the business, improvement of risk assessment, reduce impact of the changes
that is adverse on the service quality and the level of the services agreements, greater ability
for absorbing the changes that are large volume, increment of the productivity of the user.
The first three years of journey of the organizations related to IT will be described by this case
with the framework of ITIL process.
Keywords: ERP, ITIL, Celanese case, RACI, OSM, ITIL tool.
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1 Introduction
In March, 2009 when the CIO (Chief Information Officer) was looking at the PPT slides
which has been presented to him as an update on the ITIL (Information Technology
Infrastructure Library) of the organizations related to IT efforts in the year 2008. The
services are one of the core objects, that it is proposed by the ITIL that all the
companies must use to implement, model as well as operate the solutions related to the
IT as well as the service of the companies of them consume. It is described by ITIL that
the services like the building blocks which are assembled for meeting the different
needs of the companies. Although the CIO was aware of the cost benefits of the
commodifying processes that is potential through the documentation, procedurals as
well as the IT tools. It is also noted by him that the Celanese IT had been traditionally
able to perform the outsources on both the quality and cost by relying on the people
who are smart, were being willing for taking the risks. In the estimation of him the
following processes was at the odds with the risks that has been taken. . After all, once
an application is published into the market the responsibilities passed generally from
the group of applications to the operations of IT that was then expected for supporting
perpetuity.
2 Understanding and Analysis:
2.1 Service strategy:
This is an objective of the process for deciding a strategy for serving the
customers. The service strategy is the origin and centre point of the lifecycle of ITIL
service. When we are defining a service, we, or the strategist must have a list of
principles in mind such as value creation, service structure, type of the service provider
and assets of the services. There are two processes in service strategy. They are:
2.1.1 Service Portfolio Management:
It is owned by the service portfolio manager and also combination of four
processes such as,
1. Strategic service assessment which assess the current services in market.
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2. Definition of service strategy, for defining the overall goals of that services.
3. Service portfolio update and lastly
4. Service strategy for demand management.
2.2 IT Financial Management:
The financial manager owns it. This process is also a combination of four
processes, such as,
1. Financial management support which defines the necessary structure to manage
financial cost and data.
2. Financial planning, it determines the financial resources that is required for the next
planning period.
3.financial analysis & reporting.
4.Service invoicing, the issues invoices for the service that is provisioned.
3 Communication and integration:
As in business, to compete for share and position in the market, the requirement
for the IT should be flexible as well as adaptive, regarding to the services that is offered
by it is paramount. The availability of the services that is related to the IT is so much
crucial for almost in all businesses. In addition, the demand of the business is that the
department of IT should deliver changes efficiently and effectively with no detrimental
impact. The ITIL change management that is successful, protects both the services such
as customer or business. However, at the same time the changes of the facilitates
without any unnecessary bureaucracy. The benefits of the ITIL change management
system are, alignment of the IT services that is improved for the requirement of the
business, improvement of risk assessment, reduce impact of the changes that is adverse
on the service quality and the level of the services agreements, greater ability for
absorbing the changes that are large volume, increment of the productivity of the user.
At the times, there was having a lack of the communication that is complete between
the application, demand and the groups of infrastructure. There can also be some
possible problems, they are, over bureaucratic processes diminished the effectiveness of
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it as well as it is so difficult for administer, the Backout procedure may be missing or
untested, requests for the progressing change for manually is resource and time
intensive. Synchronization of the upgrades that is poor between the locations and
platforms, makes it impossible or difficult for schedule.
4 ITIL best practices:
The ITIL has been developed as library of best practices. ITIL is an evolving baby
of the knowledge for supporting new ideas which will be identified and also will be
helpful in the future. Guidance are contained by each ITIL volumes on some specific
topic that is related to the service management however underpinning all the ITIL, are a
core concept set which represents basis of the perspective of the ITIL services on how
the IT would operate. Those form the backbone which have the ability to connect rest of
the services related to ITIL concepts together. The services are one of the core objects,
that it is proposed by the ITIL that all the companies must use to implement, model as
well as operate the solutions related to the IT as well as the service of the companies of
them consume. It is described by ITIL that the services like the building blocks which
are assembled for meeting the different needs of the companies. The organizations cam
develop or acquire services that are new or evolving and restructuring the services that
are already existing as well as manage the services as a part of the portfolio of the
services. The reason behind, the orientation of the service is highly powerful, is that a
structure to articulate the requirements of the business is provided as well as how the
technology and information are used for fulfilling the needs. As soon as the
requirements of the business changed, all the services of the business are evolved for
ensuring that they should remain in the alignment. The services are described by the
ITIL as having one lifecycle, the services of the activities and events that one of the
services will be encountered from that time that is conceived till the time that is retired.
The volumes of the ITIL are structured for aligning with the lifecycle of this services.
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5 RACI model:
A responsibility assignment matrix (RAM) that is also known as the RACI matrix
or linear responsibility chart (LRC) which describes all the participations by several
roles for completing the tasks as well as deliverables for a business process or a project.
The RACI is acronym that is derived from responsibilities that are used most typically
such as Accountable, Responsible, informed and consulted. At the time of designing a
process or a service, this is important that all of the roles are defined clearly. Once the
detailed work instructions and procedures have been developed. The activities and
defined roles must be mapped by an organization itself.
6 Benefits vs. complexity in OSM:
OSM development has begun to fall from 2007 as well as was motivated by the
assessment of the ITIL findings and the implementation that is highly problematic of an
application that is financial in which the payable process of the accounts are supported.
The application has been being implemented in some phases, across some of the regions
as well as experienced in the outages, a huge number of days after going into the
production. Since it was an application that is critical for business all the members
should turned to the IT operation manager. Although, when an application is published
into the market the responsibilities passed generally from the group of applications to
the operations of IT that was then expected for supporting perpetuity. The relavation
which the critical services of the business could go into even production without the
knowledge of the operations of the IT as well as a plan for how application would be
highlighted, supported just how the co ordination problem are fundamental within the
were of the IT. The operations that are worked with the business as well as the group of
the applications for gathering the documentations that is needed for supporting the
services at the time of fire fighting the everyday breakdowns. Once that service was
stable relatively the group of the infrastructure have started receiving complaints from
the users of Apware after each of the maintenance events every month.
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Table 1
Months Weeks/
month
Hours/
week
Total
h/month
Days
down
Hours
down
Total
down
time/
month
%
uptime
1 4 80 320 1 16 16 95.00
2 4 80 320 1 4 4 98.75
3 4 80 320 1 2 2 99.38
4 4 80 320 1 0.5 0.5 99.84
5 4 80 320 4 16 64 80.00
6 4 80 320 2 16 32 90.00
7 ITIL tool:
The ITIL was not as standard as the ISO 20000 for the instance. Instead of one
methodology as well as a framework is represented by the ITIL tools in which the
approaches and the existing processes to the work of the IT could be adopted. The
services are one of the core objects, that it is proposed by the ITIL that all the
companies must use to implement, model as well as operate the solutions related to the
IT as well as the service of the companies of them consume. It is described by ITIL that
the services like the building blocks which are assembled for meeting the different
needs of the companies. The organizations cam develop or acquire services that are
new or evolving and restructuring the services that are already existing as well as
manage the services as a part of the portfolio of the services. The reason behind, the
orientation of the service is highly powerful, is that a structure to articulate the
requirements of the business is provided as well as how the technology and information
are used for fulfilling the needs. As soon as the requirements of the business changed,
all the services of the business are evolved for ensuring that they should remain in the
alignment.
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Figure 1: CIO
8 Reflective journal:
The challenges that we faced
from our desk of the service was we are not so mature in the processes of ours as well
as our documentation we could have never outsourced that for a call centre that is
standard. The present provider partner of ours are having the ability to fill the gaps of
us as well as the deals with the lack of our maturity in the area. However for taking it
into the market to the IBM for the instances we had to be more mature. Although the
CIO was aware about the benefits of the cost of the commodifying processes that is
potential through the documentation, proceduralist as well as the IT tools. It is also
noted by him that the Celanese IT had been able to perform traditionally the outsources
on both the quality and cost by relying on the people who are smart, were being willing
for taking the risks. In the estimation of him the following processes was at the odds
with the risks that has been taken. . After all, once an application is published into the
market the responsibilities passed generally from the group of applications to the
operations of IT that was then expected for supporting perpetuity. The organizations
cam develop or acquire services that are new or evolving and restructuring the services
that are already existing as well as manage the services as a part of the portfolio of the
services. The services are described by the ITIL as having one lifecycle, the services of
the activities and events that one of the services will be encountered from that time that
is conceived till the time that is retired. The volumes of the ITIL are structured for
aligning with the lifecycle of this services. The service strategy is the origin and centre
point of the lifecycle of ITIL service. When we are defining a service, we, or the
strategist must have a list of principles in mind such as value creation, service
structure, and type of the service provider and assets of the services. There are two
processes in service strategy. They are service portfolio management and IT
infrastructure management. The availability of the services that is related to the IT is so
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much crucial for almost in all businesses. And also The RACI is acronym that is derived
from responsibilities that are used most typically such as Accountable, Responsible,
informed and consulted. RACI is used for defining and clarifying the responsibilities and
roles in the processes and projects that are departmental or cross functional. In
addition, the demand of the business is that the department of IT should deliver
changes efficiently and effectively with no detrimental impact. The ITIL change
management that is successful, protects both the services such as customer or business.
However, at the same time the changes of the facilitates without any unnecessary
bureaucracy. As soon as the requirements of the business changed, all the services of
the business are evolved for ensuring that they should remain in the alignment. The
services are described by the ITIL as having one lifecycle, the services of the activities
and events that one of the services will be encountered from that time that is conceived
till the time that is retired. We ask people for taking risks that means the process or the
violating process are not following. So the people are required to decide how and when
to do that. The benefits of the ITIL change management system are, alignment of the IT
services that is improved for the requirement of the business, improvement of risk
assessment, reduce impact of the changes that is adverse on the service quality and the
level of the services agreements, greater ability for absorbing the changes that are
large volume, increment of the productivity of the user. If I follow the entire process I
may not be fired. ITIL is an evolving baby of the knowledge for supporting new ideas
which will be identified and also will be helpful in the future. Guidance are contained by
each ITIL volumes on some specific topic that is related to the service management
however underpinning all the ITIL, are a core concept set which represents basis of the
perspective of the ITIL services on how the IT would operate. Those form the backbone
which have the ability to connect rest of the services related to ITIL concepts together.
The services are one of the core objects, that it is proposed by the ITIL that all the
companies must use to implement, model as well as operate the solutions related to the
IT as well as the service of the companies of them consume. Although I know that the no
directive for the support is by the design of it, ITIL is beyond Celanese. ITIL is a set of
the practices that are best as it is working in so many companies.
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9 Conclusion
Thus it is concluded that the Celanese focus on some specific processes of ITIL
that is starting with the service level management, problem, continuing with change,
configuration and release management. The services are one of the core objects, that it
is proposed by the ITIL that all the companies must use to implement, model as well as
operate the solutions related to the IT as well as the service of the companies of them
consume. It is described by ITIL that the services like the building blocks which are
assembled for meeting the different needs of the companies.
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