2806ICT IT Service Management: Reflective Journal on ITIL & Celanese

This reflective journal discusses lessons learned from analyzing the Celanese case study concerning ITIL (Information Technology Infrastructure Library) and ITSM (IT Service Management). The journal highlights the importance of effective communication, change management, and proper employee training during IT system implementations, such as ERP systems. It emphasizes ITIL's versatility in managing risks, strengthening customer relations, and establishing cost-effective IT practices. The journal also identifies ITIL's benefits, including aligning IT with business goals, improving IT service reliability through incident and problem management, and ensuring continuous service enhancement through business relationship management and service level agreements. Key ITIL processes like change management are noted for their role in responding to changing requirements in an agile manner. The reflection underscores ITIL's compatibility with frameworks like PMP and PRINCE2, making it a globally recognized approach to IT service delivery and management.

Reflective journal
I have learnt from the case study analysis that the Information Technology Infrastructure
Library is majorly the set of the best practices for the creation and the improvement of the
ITSM process. This has been designed for helping the businesses to manage the risks, then
strengthen the customer relations, and establish the practices that are cost effective that would
help in building the stable environments of IT for the scale, change and growth. After
conducting the critical analysis, I have concluded that the major strength of the ITIL is the
versatility. The major practices are the scalability and flexibility that allows the organisations
to intake much time or less time as much as it is required. As I did the assignment on the
common IT service management and the ITIL, I have learnt several lessons from this, and
some of them are:
Effective communication is required. The change management is essential while any changes
are being made in the organisation. Within this organisation, after the implementation of the
ERP system, it still required changes as the employees could not get accustomed to the
system. This was particularly faced because the employees did not have the proper training to
get used to with the working of the system. I have learnt that every organisation who offer the
IT services in marketplace intends to be successful at part of the Service operation of IT
service lifecycle. It can be concluded that the knowledge travels in only one direction that is
from the service transition to the service operation. The services are placed in live
environment that is the interaction among the users and the service desk that is continuous
and afterwards there are no issues. I have learnt the benefits of the ITIL that stretches beyond
the improvement of the IT service and solves the problems of the business issues. With the
adaptability with the thoroughness, the organisation gained several benefits from the ITIL.
Some of the major benefits that I have recognised are the:
ITSM Assignment Report – 2806ICT 0

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Recognition: ITIL is presently the approach that is most accepted to the delivery and the IT
service management. Several organisation are confused by variance among the ITSM and the
ITIL. The organisations utilising the ITIL includes the Disney, BP, IRS and the company,
Microsoft. The ITIL is presently globally recognised. The major reason why the ITIL is
globally accepted is the compatibility of the ITIL framework. The ITIL is set of the best
practices instead of any methodology. The mutual concepts and the terms are utilised by ITIL
that makes it significantly compatible with the common frameworks like the PMP and the
PRINCE2. The ITIL helps in aligning the business with the IT. The ITIL is not only
compatible with the framework of the project management. The ITIL is immensely
compatible with the goals of the business. With the execution of the IT department as the
service provider, the ITIL framework helps in turning the IT as the core section of the
business. Even though the ITIL does not create the business strategies, I have observed that it
provides the required help for conducting this. The alignment of the IT with the business
requires the undisruptive and stable IT department. The ITIL comprises of several process
such as the ITIL incident management and the problem management for allowing this. It
allows the organisation to easily restore the services and then develop the effective
workarounds as it has been observed in the Celanese environment. The incident management
of the ITIL and the problem management provides the processes for executing the blameless
reviews of the major incidents, execute the elimination of the root causes and then prevent the
activities from happening again. The major emphasis of the ITIL is on the continual
enhancement that means the organisation evolve to be better at the reliable IT service. The
other process of the ITIL includes the business relationship management and the service level
agreement. It could provide the required help to the teams to understand and then manage the
expectations of the customers. With the exploitation of the ITIL availability management, the
processes could help in ensuring the IT services are increasingly available to customers. The

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process of the availability management allows the driving of the continual improvement of
the service. The change management is one of the disciplines of the ITIL. It permits the
responding to the changing requirements using the agile manner.