2806ICT/7806ICT - Reflective Journal on Celanese ITSM Case Study

This reflective journal analyzes the Celanese organization's ERP implementation through the lens of ITIL (Information Technology Infrastructure Library). The author reflects on learning about ITIL's benefits, including improved customer relations, cost-effective operations, and creating a stable environment. The journal identifies and evaluates ITIL processes and functions, such as service desk, service level management, and demand management, and discusses the importance of communication and integration within organizations. It also covers ITIL best practices like release management and service operation, the RACI model, and the operations support model. The author concludes that the assessment increased their knowledge of ITIL, ITSM, and the history of Celanese, which will be beneficial in their future corporate life. Desklib provides past papers and solved assignments for students.

Reflective Journal
From the discussion of ERP implementation in Celanese organization I have learned
several technological aspects regarding the information technologies. Within
technological aspects the Information Technology Infrastructure Library or ITIL is a big
factor which has a big influence on the Celanese organization. From the case study I
have understood that this ITIL provides various types of benefit to the organizations and
for the case of Celanese it benefitted the organization by helping in the implementation
of the ERP systems which was became a necessary for them. With that it provided
various types of other advantages to the organization which includes improved
customer relations, cost effective operations and creating a stable environment for the
organization. The major practices of ITIL are the flexibility and scalability that has
helped the organizations to provide more efficient operations depending on the
environmental situation. As most of the part of the case study was related with the ITIL
I have learnt many of the things regarding the ITIL.
I have learned about the ITIL in a brief and its main processes and functions that
are utilised by various organizations. In this course I have successfully identified two
processes and two functions regarding the ITIL. By successful identification, I believe
that my evaluation skill has increased further. In this identification of the processes of
ITIL I also gained various of knowledge regarding these identified processes and how
this helps in the organization.
From my personal experience I never understood the importance of service desk within
an organization but from this learning activity I have successfully acknowledged the
importance of service desk within the organization and how it benefits the
organizations. It also gave me the idea why this service desk function is one of the most
important function of the ITIL. With the functions this assessment has also helped me to
learn about the important processes for an organization. From this assessment I have
learned about two important functions of most of the organizations which are the
service level management and the demand management.
Before completing this assessment I was not aware about that it is very much important
for the organization to make a perfect coordination among its processes and functions,
and exactly this thing was missing in the Celanese organization and due to this factor
they decided to implement ERP system within organization by using the guidance of
ITIL. Thus from this particular section of the assessment I have successfully understood
why the communication and the integration is such a big factor for most of the
organizations.
I was aware about that the ITIL provides various types of benefit to the organizations
but truly I was bit confused about how ITIL provides such benefits to the organizations.
Later I understood that this benefits are actually provided by the best practices of the
ITIL. In this assessment I have learned about two best practices of the ITIL which was
release management and the service operation. Both of them were very much important
for the organizations but from my personal evaluation I found that release management
is necessary for the organization so I would like to give more priority to the release
management practice of ITIL within the organization.
I was having some information about the RACI model or the matrix previously but I have
gained a vast information about the RACI model from this assessment. I have not only
gained a vast information about the RACI model but also I have learned why this is very
much important for the organizations.
In this aspect I have also learned about the role of operations support model within the
organizations. From some initial study about the operations support model I thought
this is also beneficial for the organizations but after the deep analysis of the Celanese
organization case study I changed my mind about the operation support model. Though
this operation support model can be very much beneficial for the organization I realised
that that this factor is always not true. I assessed that this can also create complexity
within the organization. Thus from this case one of my wrong assumption is rectified.

In overall this assessment has helped me to increase my knowledge area about the ITIL
in organizations. With that I have also gained a broad knowledge ITSM. I have learned
about ITIL v3 and about the practical sequence about it. Not only I have learned about
the ITIL but also I have gained some important information about the history of
Celanese organization. At last I can say, by performing this assessment I have
successfully increased my knowledge technologies in 0rganizational procedures and I
believe, this learnings will definitely help me in my future corporate life.