This report analyzes the IT service management challenges faced by Celanese Corporation, a global chemical and technology company, and proposes solutions based on ITIL best practices. The report identifies issues such as a lack of agility, absence of an ERP system, and deficiencies in operational data analysis, traceability, regulatory compliance, and organizational transparency. To address these issues, the report recommends customizing ITIL implementation, preparing stakeholders with relevant tools, and applying the 80/20 rule. It also discusses the alignment of Open Source Management (OSM) with the ITIL framework, highlighting the potential benefits of ITSM tools for Celanese, including improved efficiency, reduced operational costs, and enhanced customer experience. Furthermore, the report suggests a service desk model for Celanese, emphasizing regular external support and proactive monitoring. The reflection underscores the importance of aligning ITIL adoption with business priorities and organizational culture, advocating for a lifecycle approach to ITSM that covers strategy, design, transition, and operation of services. The conclusion emphasizes the need for Celanese to adapt ITIL to its specific environment to effectively govern development trends and modern technology.
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