IT Service Management: Celanese Corporation Case Study (7806ICT)

Desklib provides past papers and solved assignments. This report analyzes Celanese's ITIL implementation.

7806ICT IT Service Management
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Executive Summary
Celanese Corporation, a leading producer of acetyl products in Irving,
Texas, United States. It is one of the largest producers of vinyl acetate
monomer as well as a chemical manufacturing company. The assignment
is about the communication and integration issues in the organization
from 2001 to 2008. Organization implement an ERP system to resolve this
problem by using advanced technologies. After this, the organization
need to implement ITIL (Information technology infrastructure library) to
manage different operations of information technology. Different ITIL
initiatives implement in the organization like RACI in the OSM (operation
support model) and benefits with the complexities of the OSM model. In
the year of 2009, some more initiative was taken like changes in the
control management with service level management.
Keywords: ITIL, OSM, RACI, Celanese
1. Introduction
This assignment includes processes and functions of Celanese with different phases of
the operations of ITIL. The potential benefits to the Celanese with using the ITSM tool
define in the further assignment and the opinion about the integration and
communication to solve the problems of the organization. Discuss the operation support
model to implement different technology by using various tools to carry the process
effectively. The reflective learning journal on the with a simple discussion about the
opinion with using different learning strategies is included in the last of the assignment.
Different kinds of tools of ITSM like top used make the process better for the
organization.
2. Processes and functions at Celanese
2.1 Processes
Process management is a part of the organization process that used to achieve goals,
designs and different processor architecture. It is a kind of request to provide a
different kind of services in the organization. The Celanese IT believed to manage their
internal operations with proper coordination and disciple process. The organization also
uses the process framework of ITIL to improve IT service management. The process of
ITIL starts with the management of service level and continue with the change,
problem, release and management of configuration. The set of process to present a
series of the book included the goals to achieve, task checklist with procedures
(Lawrence, 2016).
ITSM Assignment Report – 2806ICT
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2.2 Functions
Different phases of the operations used different functions to perform various
operations like, service desk, technical management to identify different IT services.
Create different training programs to enhance the skills with using technical
management and to enhance the IT services. Some necessary tools are used to perform
different operations and manage the user request to handle incidents. Improve the
cross-functional work with the coordination and prioritizing different initiatives. The
service desk is also a function that used as a tool to carry different process and it is a
part of technical services (Lema, 2015).
3. Opinion about communication and integration
Communication is required to compete for the demand of the customers as well as it is
useful for the demand with application and infrastructure group. Discussed process and
functions of the ITIL in the above section that is required communication as due to the
lack of communication the HP assessment use the ITIL and develop a formula to get the
result with the best result. Improve different project by using the ITIL certification by
the organization and the result of this step, the groups ready to play a fulltime role in
the organization. Effective communication is required for proper installation and
distribution of the software and this process is known as release management. Examine
the process of organization with using the ICT infrastructure and its tools that are
helpful to cover management of service network with the local processors.
Internal working of IT department improves with the integration and communication as
well it used outsourcing, exploitation of communication and information technology.
Different functions like service desk and technical management include in a different
process and resolve the issues of the organization (Elhasnaoui, 2017).
4. ITIL best practices’ contribution or help
ITIL is helpful to resolve problems with using communication and integration. It's like a
guided process that uses integration effort. ITIL used as a strategic direction with the IT
services improvement initiatives. The process to improve the ITIL starts with service
level management, after then change, problem, release and configuration management.
Follow the recommendations of the ITIL by the Celanese to increase the process
maturity. There are different benefits to work with the NITL, in which training of the
employees is included. Manage the information by using this term that helps to
generate the reports. TITL is a good start point for the organization as it has a different
framework to use. It is a collection of best IT management operations, but it does not
follow the standard like ISO 20000. The first version used in 2000 in Microsoft for
different operations. The second version released in 2001 and third in 2007, that
provide new processes with the lifecycle approach for IT service management and
business integration (Cronholm, 2016).
5. The RACI model in the OSM
RACI define, responsible, accountable, consulted and informed. It used to define the
ownership to support the different levels. On the other side, the operation support
model (OSM) is the most notable initiative model used in management. RACI model
used to differentiative the ownership of the OSM model including each phase. The terms
of RACI define each kind of owner that used different communication with the experts.
Here r defines, the contribution of the owner, a is answerable and completion of the
process, c is for consultation and I for information with experts (Bernaert, 2016).
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6. Benefits vs complexity in the OSM
6.1 Benefits
Here are various benefits of the OSM after implementing it in the ITIL. The operational
manager of the organization defines the benefits like, in past, if any fail down than
expert come to me to resolve the issues and this is not flexible for the operations
manager to do he was not the real owner of the process. This was the common problem
but after implementing the OSM, the role of each expert properly defines with using the
RACI model. After the implementation of RACI with OSM, it was easy to resolve the
issues as an expert take its responsibility. As by this process, different discoveries
provided in the OSM meetings.
6.2 Complexity
Here is also some concern of the application manager about the complexity of OSM that
is like, unnecessarily bureaucratic. The complexity is about the single service owner as
the both, application manager and service owner have a different opinion about the
OSM. All the responsibilities are taken by the developer and it is required to create a
structure immediately to complete the goals of the organization. Most of the OSM
required to take a 2-4 meeting for the approval.
7. ITSM tool and potential benefits to Celanese
Different tools of (ITSM) Information technology service management used to resolve
the issues of the Celanese organization by using proper communication. ITSM use a
framework with the help of ITIL that used to create, deploy, delivery, improve and
retiring the IT services. These services have different core areas. Change the services
with the help of the ITSM environment as well as their roadmap. Top desk a tool of
ITSM, that used by the Celanese with the communication in the team. Top desk helps in
the workflow creation with the communication and management of the task with a track
record. The workflow rules define by the ITSM tool and check the quality of the work in
the organization. Celanese has difficulty in communication with the demand and
application that manage by the ITSM tool. A service catalogue used by the ITSM to
provide standard IT services and delivered them. IT has different issues, problems and
events that resolve by a standardized framework that deal with them. The solution of
the ITSM tools is cost-effective and quick other than another tool (Wijesinghe, 2016).
8. Reflective Learning Journal
ITSM (information technology service management) is used to involve some kinds of
activities like design delivery, create, support and manage the lifecycle of different IT
services. ITSM has different verities and reason to use like, structured delivery and
documentation. Different tools of ITSM are like enterprise ITSM, scalable solution and
ITSM for security. On the other side, ITIL used to define a different set of practices that
required for the implementation of an IT company to manage its services. ITIL helps to
solve the problems of lack in integration and communication in the Celanese
organization. Learn some more things with them like, an organization need to
implement more than one ERP system to solve the problems. I read the journal of
information technology teaching case, in which provide the information about the
finding the process edge: ITIL at Celanese. Learn various things from this journal and
from this organization like, about the ITIL process, implementation of IT at Celanese
and the HP assessment. In an organization, it is required to have knowledge of the IT
sector as well as knowledge of each department of the organization. A single person
can’t manage all the terms, need to create a management department and solve the
problems of employees. OSM implemented in the company that is one of the best steps
taken by the company organizers but which this implementation some managers were
disappointing. OSM is helpful to track the record of a different phase of any project. I
have learnt the use of OSM with the ITIL and its different strategies that are helpful to
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get a better result and to make strategic plans. From 2001 to 2008 in Celanese, there
are no roles and responsibilities define clearly so that the project was delays and
company has a financial loss but after implementing the OSM in the organization, it has
a proper set of work with the goal to achieve it. Different processes and functions
defined for the Celanese that are helpful for the improvement of the different
department of the organization. Control of the organization was in one hand and getting
financial profit with the help of OSM. Eliminate the duplication of work with the proper
management with RACI and OSM. RACI is useful to create interaction between
management and stakeholders and its better control over the process. Scale a business
a point rating is possible with the OSM model and RACI. In between the complexity and
benefits of the OSM, the organization has more benefits over the complexities that
discussed in the assignment. The roles and responsibilities of each person can be
defined with the tools of OSM so as per my opinion, this is the best tool for an
organization. The management of risk can be analyzed and prevent the organization
from them. Learn different management techniques like incident management, better
risk management and different service operation with the use of ITIL. Top desk a tool of
TISM that solve the communication issues in the Celanese. By the complete assessment
and reflective journal, the step taken by Celanese was right and match with the case
study.
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9. Conclusion
Understand and analyse the case study of Celanese report and reflective learning
journal regarding the ITSM (IT service management) that was facing the issues of
integration and communication in their organization. Implement different tools and
techniques for the organization support and effective processes like OSM and ITSM.
Use different functions and services to increase communication in the Celanese.
10. References and Citations
Bernaert, M., Poels, G., Snoeck, M. and De Backer, M., 2016. CHOOSE: Towards a
metamodel for enterprise architecture in small and medium-sized
enterprises. Information Systems Frontiers, 18(4), pp.781-818.
Cronholm, S. and Persson, L., 2016. Best Practice in IT Service Management:
Experienced Strengths and Weaknesses of Using ITIL. In ICMLG2016-4th International
Conference on Management, Leadership and Governance: ICMLG2016 (p. 60).
Elhasnaoui, S., Chakir, A., Chergui, M., Medromi, H. and Moussaid, L., 2017.
Communication System Architecture to Integrate Distributed Systems of an IT GRC
Platform Based on Agent Technology and Web Services. International Journal of Soft
Computing, 12(2), pp.86-95.
Lawrence, B., Zhang, J.J. and Heineke, J., 2016. A life-cycle perspective of
professionalism in services. Journal of Operations Management, 42, pp.25-38.
Lema, L., Calvo‐Manzano, J.A., Colomo‐Palacios, R. and Arcilla, M., 2015. ITIL in small
to medium‐sized enterprises software companies: towards an implementation
sequence. Journal of software: evolution and process, 27(8), pp.528-538.
Wijesinghe, R., Scheepers, H. and Mcloughlin, S., 2016. Defining the optimal level of
business benefits within IS/IT projects: Insights from benefit identification practices
adopted in an IT Service Management (ITSM) project. arXiv preprint arXiv:1606.03537.
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