Improving Celanese's IT Infrastructure: An ITIL-Based Report

Desklib provides past papers and solved assignments. This report analyzes Celanese's IT infrastructure improvement using ITIL.

CELANESE REPORT &
REFLECTIVE JOURNAL

Contents
Executive Summary.....................................................................................................................................3
Introduction.................................................................................................................................................4
Question 1...................................................................................................................................................5
A:.............................................................................................................................................................5
B:.............................................................................................................................................................5
C:.............................................................................................................................................................5
D:.............................................................................................................................................................6
E:..............................................................................................................................................................6
F:..............................................................................................................................................................7
Question 2...................................................................................................................................................9
Conclusion.................................................................................................................................................11
References.................................................................................................................................................12

Executive Summary
Celanese is one of the top industry in the field of chemical and spent long years in the field using
a single ERP system for all the processes along with internal IT infrastructures to manage all the
operations. With the development of new techniques and technologies along with the growth of
the company, internal IT infrastructure of Celanese needs to be developed for which ITIL has
been involved to guide the company for the improvement.

Introduction
ITIL also known as Information Technology Infrastructure Library to help different companies
and industries for the improvement and development of the company has been described in this
report with the implementation of their strategies and processes to manage different activities for
Celanese company which comes under top chemical industries to develop their internal
infrastructure with the new techniques and technologies to meet the high growth of the company.
The main aim of this report is to develop the learning skills of an individual as well as awareness
about new bodies like ITIL which help other industries and companies for their growth and
development.

Question 1
A: The two process which lies in service strategy and operations of ITIL are as follow:
 Service Support: It provides help to different IT services that were running within the
organization on a daily basis such as management of the problem, management of
changes, service desk, etc.
 Service Delivery: It consists of different processes defined to manage all the services of
IT infrastructure by themselves along with the clear vision of future impacts.
Both the processes were defined under ITIL for the management of different works and activities
of the IT infrastructure along with different functions for each of the processes. The two major
functions of the service strategy and operations of ITIL has been given below:
 Framework representation for different activities and process of the IT infrastructure.
 Representation of methodology that needs to be implemented in the IT work.
The main aim and goal of these process were to define the proper strategy for the development of
an organization as well as management of their IT services including effective system design and
their implementation within the organization.
B: The processes and the functions defined for the IT services at Celanese has proper
communication and integration among themselves along with other activities and processes
running at Celanese for the development and improvement of IT infrastructures. It plays
signification role for the success of any project or planning for the development of an
organization and manage different activities running within the project including checklist
defined for those activities for an example, an OSM model has been developed by Celanese for
the distribution of different works and activities among different members along with their
responsibilities to manage all the processes and meet the strategies defined for the development.
It also includes a feedback management system to check details of feedback by members of
various activities and steps to overcome those feedbacks.
C: Different processes and phases defined for the management of different activities of the ITIL
with the help of ITSM helps in the development of competing for framework structure for an
organization for the complete project planning and their implementation for the successful

completion of the project and improvements of the IT infrastructure. Different best practices
such as identification of position of an individual work to meet the target by ITIL, proper
management to fill the gaps between different teams and team members involved in the IT
services, implementation of top-down approach for the management of works, etc. and the
functions such as clear knowledge of methodology to be followed along with beret
understanding of those methods and framework representation also plays important role for the
improvement and development of IT services at Celanese. These best practices help to define all
the strategies and aim of the project including targets which need to be achieved under the
supervision of senior members to help, guide and fill the gaps between teams and their members.
D: The ITIL taskforce selected OSM model as one of the initiatives for the improvement project
of IT services by Celanese to differentiate ownership of different processes in between different
support levels such as Helpdesk on level 1, etc. along with the type of ownership for those levels
on the basis of RACI model. RACI model consists of four factors to define the ownership type
for an individual which has been given below:
 R: Responsible
 A: Accountable
 C: Consulted
 I: Informed
The RACI model mainly used by the organization to identify the roles and responsibilities of
embers involved in the processes.
E: While implementing OSM model by the Celanese for the improvement of IT service, the
Infrastructure group experienced various benefits such as proper distribution of support members
along with their roles and responsibilities to complete particular work helps in better
management of the new system and workflow for the improvement of IT services and to do their
piece of work for the best result without any pressure for the work defined for other member and
his/her responsibility as a result it helps to discover multiple factors and goals for better
understanding of different processes and related members and easier to work within the project
but on the other side it was deemed by the Application group stating very complex and unwanted
“bureaucratic” as it failed to do the proper planning and formal transition for the support which

were currently in use before development and implementation of new model for the
improvement of IT services at Celanese. It simply draw the prediction for the new
implementation and express that it was already in use for the production which might be the
cause of failure of the improvement project and planning for the IT services and that cannot be
pointed to any of the members who was responsible for the particular work in case of failure of
the overall project which was shown by taking example of broken building after construction.
F: With the development of new technology, software, and application, multiple tools have been
developed by various companies for the service management of IT and it helps them to deliver
their services in a best possible way on the basis of resources, employee, cost, and benefits for
the company. Some of the ITSM tools named “ServiceNow”, BMC Remedy, Damage, etc.”
mostly used by IT companies to manage all their services and their development (Scott, 2018).
Here, ServiceNow has been selected to be implemented for Celanese.
ServiceNow: It consists of built-in ITIL processes which will help Celanese to manage different
works, their flow, team members as well as users and customers of the company on the basis of
various factors to improve the work efficiency, proper communication, transparency with work
of different members, cost and others. It also has a visual representation of all the processes and
flows to help and improve the productivity of the members and team involved in the project.
Some of the benefits have been shown below:
 Visualization of work and process flow.
 The easy communication channel for members involved.
 Cost transparency.
 Automatic feature to move the different task to the next level.
 Easy solutions for complex problems.

Figure 1: ITSM tool "ServiceNow"
(Source: Scott, 2018)

Question 2
Here, in this section, the detail analysis of the learning about the ITIL system and their
implementation for the improvement and development of IT services of an organization has been
explained including different models and the processes how they really work in an organization
with the help of an example of improvement of IT infrastructure done at Celanese due to
entrance of organization under “heavy build” phase. It helps in better understanding and learning
of different processes and the flow of work along with the responsibilities of different members
involved in the processes for a better outcome of the new system and model to be used by the
company for the improvement (Woods, 2013). During the analysis done by the IT Director of the
Celanese produce clear requirement of improvement for the IT infrastructure of the company to
meet the new targets and heavy production requirement. Once the analysis has been done, ITIL
was introduced for the improvement of the current IT services and infrastructure of the Celanese
with different techniques such as implementation of OSM model for the planning and
implementation of new system along with development of strategies, goals, checklist to remove
various errors and bugs arises within the OSM models and defined a set of rules with multiple
techniques (Basiri et al. 2016). OSM model used by the Celanese for the new project has been
done with the help of suitability and usability of the new steps and solutions identified for the
improvement planning (Pourabdollah, 2013). With the implementation of new model and steps,
different strategies and goals have been defined for the complete workflow for the development
of IT infrastructure of the company and different members have been assigned with their specific
roles and responsibilities including a level where they stand in the process. It has been done by
the help of RACI model which was clearly defined for the complete work and involved members
for their clear understanding of role and tasks assigned to them and the department under which
they were lying (Inman, 2017). The RACI model used become effective tool for the
identification of different team and members involved in the process flow for clear visualization
of accountability and responsibility of different members starting from CEO, manager, different
departments, suppliers, etc. along with proper communication between them to remove the gaps
if any exit within team members and also minimize multiple risks within the project (Alfaki et al.
2016). It also helps in meeting and discussions with different members to understand their
perspective with help in collecting feedbacks and issues with the current infrastructure with the

new implementation to design effective plan and evaluation of the complete business for the
Celanese define the strategies for the future growth, cost and budgets. With the comparison of
overall processes and different models used by the Celanese can be improved by using new
methods and software tools such as ServiceNow to provide automation system for the complete
project, enhance communication between members involved and various data calculations to
increase the transparency within organization on the basis of cost, roles and responsibilities,
profit and many others which will acts as an effective tool for the growth and improvement of IT
infrastructure for the company in a simple way by minimizing the complexity within project for
the company. After, the complete analysis of the case study, different new ideas such as the use
of ITSM tools, development of milestones, monitoring channels to monitor and keep records of
different works and activities at various stages can be used from next time for more effective
planning and implementation of the new project for an organization.

Conclusion
Here, in this report, detailed analysis of an improvement plan for the development of internal IT
infrastructures and IT services of Celanese Company has been explained including working
processes and function of ITIL to help an organization in their development planning. Also,
different techniques such as OSM model, the RACI model has been explained including proper
functioning, their benefits, and drawbacks to reduce the risks with the project. All these analyses
helps to improve the learning and research skills of an individual and how to use them for better
planning and management in the future resulted in the successful completion of the report.

References
Scott, T., 2018. 8 of the Best ITSM Tools for Every Need. [online] TechnologyAdvice.
Available at: https://technologyadvice.com/blog/information-technology/itsm-tools/ [Accessed 6
Apr. 2019].
Woods, D.R., 2013. Problem-oriented learning, problem-based learning, problem-based
synthesis, process oriented guided inquiry learning, peer-led team learning, model-eliciting
activities, and project-based learning: what is best for you?. Industrial & Engineering Chemistry
Research, 53(13), pp.5337-5354.
Inman, M., 2017. The RACI Model Explained by Star Wars. [online] Ehsjournal. Available at:
http://ehsjournal.org/http:/ehsjournal.org/matthew-inman/the-raci-model-explained-by-star-
wars/2017/ [Accessed 6 Apr. 2019].
Alfaki, M.A.I., Ali, O., Babiker, A.E. and Inrahim, A.O., 2016. Agile RACI Model for Extreme
Programming Method. International Journal of Advanced Research in Computer Science and
Software Engineering, [online] 6(5), p.2277. Available at:
http://ijarcsse.com/Before_August_2017/docs/papers/Volume_6/5_May2016/V6I4-01425.pdf
[Accessed 6 Apr. 2019].
Basiri, A., Jackson, M., Amirian, P., Pourabdollah, A., Sester, M., Winstanley, A., Moore, T. and
Zhang, L., 2016. Quality assessment of OpenStreetMap data using trajectory mining. Geo-spatial
information science, 19(1), pp.56-68.
Pourabdollah, A., 2013. Free and Open Source Software for Geospatial (FOSS4G) Conference
Proceedings OSM -GB: Using Open Source Geospatial Tools to Create OSM Web Services for
Great Britain. Umass, [online] 13(7). Available at:
https://scholarworks.umass.edu/cgi/viewcontent.cgi?article=1064&context=foss4g [Accessed 6
Apr. 2019].