Analysis of Celanese's IT Service Management using ITIL Framework

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ITIL Celanese:
Analysis & Understanding
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ITSM Assignment Report – 2806ICT
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Index
Contents
1. Executive Summary................................................................................................... 2
2. Introduction............................................................................................................... 2
3. Celanese’s IT Service Operation of IT Infrastructure Library and their goals...........2
4. ITSM and ITIL frameworks in the Celanese IT service..............................................3
5. OSM & RACI Model and their benefits......................................................................3
6. Complexity and unnecessary “bureaucracy” of the OSM Model...............................4
7. ITSM Tools and their Benefits...................................................................................4
8. Reflective Learning Journal.......................................................................................5
9. References................................................................................................................. 6
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1. Executive Summary
The Celanese Corporation is involved in developing many industrial
products and also provides IT services. But these IT services were not
governed by any IT organization. In this report, a detailed study of the
needs and requirements for IT service management is given. Various
methodologies of IT management and frameworks are studies to suggest
some best practices for the Celanese. This ITI framework and its
corresponding ITSM process are studied to address IT problems.
Celanese and it's IT service distribution faced a few challenges in the ITIL
implementation. But every technology comes with some challenges. The
best practice will be to keep on understanding and practicing the
implementation. This will ultimately help the firm and its workers to
communicate and integrate with other departments which will improve
the quality of business and IT processes.
2. Introduction
Celanese was once amongst the world’s greatest acetyl products’ manufacturer and
producer and a leading manufacturer of engineered polymers used for machine
components and belts. However, on the basis of the evaluations of HP, the quality and
performance of the IT operations that Celanese performs were not even an average.
There is a need to improve and manage particular ITIL procedures. It helped the
organisation a lot in cutting the cost incurred by them. Although there was an
increasing demand for the IT services, there were some weaknesses in the coordination
in the organisations.
This report will help the reader to understand the components and working procedures
of Celanese Corporation and on the basis of the analysis of the IT structure, some
recommendations will also be generated. The Celanese case analysis will provide an
idea and vision on the ITIL process which will help in the formation of a journal
describing all the understanding from this case study.
3. Celanese’s IT Service Operation of IT Infrastructure
Library and their goals.
IT Information Library was a group of best processes and activities used for managing
the Information Technology operations. The individual practices include a set of goals,
procedures, and task-list that addresses the requirement of IT management. Some of
the IT services at Celanese that can be related to the service operations of TITLE are:
 Single Instance ERP System – This system was launched by Celanese to
support the management and integration process of IT infrastructure. The
implementation of the ERP system helped the corporation to get a three-day and
a two-day close in the transaction and consolidation system respectively. It
triggered a cut in the IT cost up to $ 85 million.
The main goal of this ERP system is to help the corporation enter into a heavy-
build phase of the ITIL services. The growing need of the IT services the
evaluation procedure was getting difficult. The adequate focus is needed on the
management of these IT services.
 Incident or Event Management – The management practices include
operations like managing service desks, problem and change management,
release and specification handling, understanding contingency actions, financial
analysis, etc. It evolved into a lifecycle process for the IT services emphasis and
management. The IT service lifecycle follows the given order (Jantscher, 2015):
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o Strategy
o Design
o Transition
o Operation
o Improvement
Opinions- The above two functions and services are undertaken by Celanese were very
effective in easing the operations of the corporation. The functions had good
communication between each other and their integration with other functions were also
significant. According to the “IT @ Celanese” in the case study the ERP system (Single
Instance) was specifically developed and designed as a component of the integration
efforts for the IT organizations. It fulfilled the necessary requirements of upgrading and
improving the communication between the systems and their proper integration. It
reaped the benefits and usability of the standardization by removing the activities of
report duplication in the IT system.
The event management functions which were implemented in the IT system of Celanese
are mainly based on the managing various sectors of the corporation and on the
betterment of these departments. The tasks undertaken along with the management
process assure proper communication between system entities and integration of its
functions. By following the lifecycle of the management, the business alignment goals
can be satisfied in an efficient way.
4. ITSM and ITIL frameworks in the Celanese IT service
Several departments in the Celanese IT organisation were assessed and results were
generated. According to these results, there were several flaws in the Celanese working
process. There was little knowledge about one another in the staff and unawareness of
the quality of IT services delivered by the company. There were multiple reengineering
activities focused on ITIL Services. ITIL specialists were introduced in the company to
handle the tasks associated with it. The roles were separately distributed among the
specialists. These roles were change, incident and problem management for the IT
sector. Their main work was to manage the tools and techniques for management. Some
operations manager was assigned the task of gathering a team and monthly meetings
were conducted with them.
The findings from the ITIL services has motivated some efficient development processes
which are:
 Opsware which is a network automation system
 A new classification for minimizing the escalations in event management
 OSM (Operation support model)
All these initiations and activities support have developed a great understanding of the
workers and help in the integration of various departments of the system. Knowledge of
the ITIL framework will help improve the efficiency of IT practices.
5. OSM & RACI Model and their benefits.
The OSM model was motivated by the ITIL model assessment and was implemented in
multiple phases in many regions. The model was used to develop a concept for the
APware and there were many problems associated with its development. There were
many services to be implemented with the model and these services were hired from
various suppliers who do not have proper coordination among each other. These
vendors were from different time-zones and areas which cause a huge delay in the
delivery. The business resources provided by such vendors were not stable and their
dedication was also very low. The manager develops an operational spreadsheet for the
tasks. These spreadsheets demonstrate the structure in which the tasks will be followed
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and both of them together forms the OSM model. It is not a document or an outline of a
process. The main feature of the OSM model is that it adopted the lifecycle of ITIL. OSM
is a way of implementing the ITIL without referring it as ITIL
(Valuebasedmanagement.net, 2019).
The responsibility is distributed along the support level described in the RACI model.
The distribution is according to the following ownership types:
 Type R (Responsible) - Owner did some work and have a resource contribution
to the process.
 Type A (Accountable) – Answerable to the process completion
 Type C (Consulted) – Having knowledge, information, and capability to finish a
particular task
 Type I (Informed) – has to be given complete information about the results.
6. Complexity and unnecessary “bureaucracy” of the OSM
Model
OSM being a great support and solution to any of the problems faced by the Celanese
working, is of great use in the upliftment of the trading and responsibility distribution.
But sometimes the complexity and depth of the OSI model cause trouble to the owners
and IT managers. These problems include a delay in the order confirmation and the loss
of vendors. Some of the challenges and problem faced were:
 It can take a month to generate simple approval by the project managers. Some
of these issues caused a delay in the production of a few applications by almost a
year.
 The access to the database is also required for the OSI model to be implemented,
which is not legal. The database team does not have the appropriate knowledge
to support such applications.
These were some of the major challenges faced by the Celanese in the implementation
of the Operation Support Model.
7. ITSM Tools and their Benefits
ITSM processes were developed based on the properties of the ITIL framework to
generate improved IT services and better business process. Some of the major issues
faced by the Celanese are; lack of security, low transparency, and communication
between the workers and fewer security options available to the department owners.
ITSM tools can help Celanese in resolving and minimizing these issues using some of
the best software tools like ServiceNow, Freshservice, RescueAssist, InGate Service
Desk, etc. These tools help in finding a way to solve the problems and risks (Mesquida,
2015).
The tools help in the integration and aggregation of the essential and important
applications on a single platform. This will help in increasing the transparency and
coordination in the cooperation.
The ITSM tools provide many opportunities to communicate with the co-workers and the
vendors which can help in the reduction of many problematic incidents.
Another service from these tools is the ease of data transfer to different locations and
will help in improving the flexibility in the firm.
IT service management is the term that refers to managing and delivering the best
quality IT services in the best possible way to fulfill the needs of a business. ITSM also
helps users and IT employees in understanding and communicating with various IT
departments and services (DeMuro and Turner, 2019).
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Figure 1: ITSM processes Source: (Manageengine.com, 2018)
8. Reflective Learning Journal
7.1 Overview:
ITIL framework is one of the building blocks of the IT industry. The trend in the IT
services and a major boom in the use of IT has resulted in great advancements and
benefits to the organisations and business sectors. But, the introduction and access
amount of IT services that are implemented in the business have some significant
challenges and risks associated with it. ITIL framework was introduced in the
corporation to help Celanese IT services to develop and have an easier execution by the
owners. It has maintained a great reputation in the business and IT industry. ITIL is one
of the least understood topics in the IT industry. One cannot understand the framework
by simply searching it over the internet.
7.2 Understanding:
On the basis of my learnings from the case study and activities, I recommend the use of
ITIL and its implementation in the IT business. ITIL can be best described as a structure
of specific instructions for the business and the IT companies on how to provide the
utmost quality services to the customers. Does not it sound useful? These instructions
are purposely general so that everyone can easily understand it and customize it and
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implement it in their own business. If I want to open a business and provide the best
service to the customers, I will look for the best practices and procedures that were
practiced by many experts, before implementing it in my business. But for a procedure
which addresses some specified customers, ITIL can help in the customization of
specific aspects of the procedure and the rest will remain untouched so that you can
still generate the best service for the users and customers (Krishnan, 2017).
ITIL offers some set of suggestions which are put together over a period of time and to
provide the best service possible. It is used by the worlds leading companies and firms.
It works for them really well and it will work for Celanese too. According to the study
and research, I conducted on the Celanese case study, I can say that ITIL is one of the
trustable frameworks available in the market.
If you want to start a new business, you must first understand and identify the parts of
the business to be implemented. ITIL suggests a way to align the IT services of a
business to their needs. ITIL provides many software tools to make the business
implementation possible and in the right way. The framework is always updated and
keeps evolving according to the needs and understanding of the market. This evolution
is necessary because the best practices which were designed in 2006 might not be
necessarily the best practices for 2019. The ITIL v4 is expected to be launched soon in
the market and its framework will be based on the latest requirements and customer
understanding. And this update is also not going to be the last one.
This case study also enlightened me on the importance and need for ITSM. IT service
management is the term that refers to managing and delivering the best quality IT
services in the best possible way to fulfill the needs of a business. Any application code
needs to have a user interface to help the users understand the code and implement it.
Similarly, ITSM also helps users and IT employees in understanding and communicating
with various IT departments and services. ITSM is launched based on the framework of
ITIL framework. It contains a booming 26 processes whose purpose is to align IT
processes with the business needs. It is not necessary to adopt all the process as many
of these processes are based on specific business requirements. The processes include
Incident Management, change management, problem management, etc., (Goldberg,
2016).
After researching all these topics highlighted in the case study, I can conclude that the
requirement for designing and adopting frameworks, like ITIL, is very high and they
help a corporation and IT business to efficiently understand and integrate various IT
departments. ITIL will still be one of the important components of the IT service and
industries.
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9. References
Mesquida, A.L. and Mas, A., 2015. Integrating IT service management requirements
into the organizational management system. Computer standards & interfaces, 37,
pp.80-91.
Goldberg, M., Satzger, G. and Fromm, H., 2016, June. Adapting IT Service Management
for Successful Multi-Sourcing Service Integration. In ECIS (p. ResearchPaper186).
Manageengine.com. (2018). What is ITSM? | ITSM vs ITIL | Benefits of ITSM process.
[online] Available at: https://www.manageengine.com/products/service-desk/itsm-
guide.html [Accessed 4 Apr. 2019].
Krishnan, G. and Ravindran, V., 2017, June. IT service management automation and its
impact to IT industry. In 2017 International Conference on Computational Intelligence
in Data Science (ICCIDS) (pp. 1-4). IEEE.
Jantscher, M., Schwarz, C. and Zinser, E., 2015. Decision support in it service
management: Applying AHP methodology to the itil incident management process.
International Journal of the Analytic Hierarchy Process, 7(1).
Ciesielska, M., 2017. Implementation of ITIL Service Lifecycle in small and medium-
sized enterprises of Polish ICT sector. Information Systems in Management, 6.
Inc., P. (2018). Benefits of Adopting the ITSM Framework to Achieve Business Goals.
[online] Provintl.com. Available at: https://www.provintl.com/blog/benefits-of-adopting-
the-itsm-framework-to-achieve-business-goals [Accessed 4 Apr. 2019].
Valuebasedmanagement.net. (2019). RACI Model | RACI Chart | RACI Method. [online]
Available at: http://www.valuebasedmanagement.net/methods_raci.html [Accessed 4
Apr. 2019].
DeMuro, J. and Turner, B. (2019). Best ITSM tools of 2019. [online] TechRadar.
Available at: https://www.techradar.com/news/best-itsm-tool [Accessed 4 Apr. 2019].
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