ITIL Implementation at Celanese: A Case Study Analysis

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Result of ITIL use at Celanese
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Executive Summary
Celanese is a global company which deals in the chemical industry. But
with the increase in IT demands, the company has focused on the IT
section. Since 2007 after the assessment is done by HP, it has helped
Celanese in the development of IT integration initiative. ITIL is seen as a
very powerful tool in the development of the IT sector in the Celanese,
which has helped them in reaching a very high level between the other
competitive companies. ITIL has helped them with the process
integration. This report shows the use of ITIL done by Celanese in
becoming a bigger organization.
Keywords: ITIL, processes, service-level management, maturity.
1. Introduction
This report gives us an overview of the use of ITIL in the IT sector of the company like
Celanese. How the company's operation manager has used ITIL in favor of the company
by making it a bigger organization. How the operation managers steps have helped not
the company but also the employees in performing better. The increase in
communication with the customers has helped them in becoming a more trustworthy
brand in the chemical and IT industry. Further, more solutions which can help them in
the issue focused by the HP assessment are done. The benefit of ITIL and also the
limitation of this is seen, which can affect the company at a major level if proper care is
not taken.
2. Journey of IT integration initiative
Information Technology Infrastructure Library has been in use, since the 1990s.
Celanese, operation manager was right in choosing ITIL for a step towards the IT
integration. ITIL v3 provides five books, related to the enhancement of service strategy,
design, transition, operation, and improvement. All these steps help in the initiative of
IT integration. In my opinion, the journey of introducing ITIL in the IT sector should be
done by arranging tutorial classes for the employees. With the help of these classes,
employees will learn the value of ITIL and how to use it, in making their work
exceptional.
3. Issues and their solutions
The three issues highlighted by HP assessment for Celanese can be improved by
implementing the following three methods:
3.1 Lack of Service-level management
This can be solved by taking regular reviews by the clients and by introducing
SLA. These reviews from the clients will help in delivering the product as per
their need. Further, these reviews can be saved in a hybrid cloud, so that it can
ITSM Assignment Report – 2806ICT
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be accessible by every person working on it. And also, any changes made by the
client can be reflected directly to the employees.
3.2 Incompetent transparency is seen in the production environment
Feedback document can be circulated among the employees to know about employee's
thoughts on the company's products and all the right or wrong information they know.
This will help the company in creating a transparent environment by making everyone
doubts clear. Standard documentation process can be introduced to maintain
transparency.
3.3 Lack of integrated and ITIL processes
This issue can be solved by introducing an informed and consulted model to help
maintain the availability of matrixes. Also with the help of this accurate and targeted
learning can be provided. Also, a federated tool solution can be opted to solve the issue
of tools and documentation.
4. Self-assessment for the ITIL V3 processes
Weekly assessment can be done along with these, so as to know where the
improvements of the employees are needed. AS ITIL is not a tool which can be bought
off, to make it work, the certain process needs to be followed in proper order.
The maturity tools and techniques used by any organization determines the efficiency of
the workers and the knowledge if the workers and seniors about their work. In the
assessment done for the IT service management discussed the issues about the
management of the organization. The most important point in the assessment of the
maturity level is the lack of tools, documentation and integrated process that means
change and release of the management system in the organization. The CIO as stated in
documents includes this assessment as major feedback for improving the system of the
organization. The research is done through the maturity levels of the organization also
focuses on the inadequate transparency of the production environment and also on the
reporting and distribution of the information in the company. Also, the low-level
maturity levels explain the lack of formal service-level management that ensures the
alignment to the business requirements. The CIO states that the maturity levels of the
organization can also be used in determining the success rate of the system. These
maturity levels are also helpful in forming the proposed models for the organization to
improve the areas in which the organization is lacking behind like change and release
management. The major and most important recommendation that needs to be selected
from the other recommendations made in the formation of a standard documentation
process for the organization. The case study provides various recommendations to come
over the maturity points of the organization which are low level. Formalization of the
service-level management process to include a service level- agreement for every
service is also a major recommendation used for the organization. The CIO supports the
points by agreeing to the advantages of the case study and the literature of the analysis
of the system organization. The processes performed also prioritize the actions that
need to be performed in the organization for the improvement in the service level
management of the system environment. The infrastructure director also supports the
recommendation as it thus improves the basic infrastructure of the organization and
supports its basic fundamental needs. Also, the system is a high-cost effective system,
therefore, the study of the maturity levels and implementation of the recommendations
helps the system to be a low-cost effective system and efficient in working.
5. ITIL benefit to Celanese
Process improvement can help Celanese at the service-level management by using
consumption model rather than an allocation model for the IT budget. This has helped
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them in cutting the budget form 2001 which is 130 million dollars to 83 million dollars
in 2005. In the future, it can help them in cutting or maintaining a budget for a
particular product. This, in turn, can help the company in maintaining the overall
budget of the IT department. Process improvement can help them in finding the best
way to eliminate re-work and people. It can also help in providing higher outsourcing
rates. A higher level of process improvement benefits the Celanese by providing high or
good-quality services at a very reasonable cost. Celanese uses five ITIL initiatives which
have helped them in understanding their employees' skills. This helps them to know
which employer skills can lead them to a more excellent outcome by following
processes.
6. Limitation of the ITIL approach
The main limitation of ITIL which can affect the company at a very major level is the
absence of employees, who knows about ITIL. As there are no ITIL tools which can help
them to enhance the work. ITIL helps in improving the processes of the company which
helps them to take their company to a higher level. ITIL just tells the company what
should be done but does not state as to how this can be done. CIO of the company
should see every aspect before investing in this approach.
7. Challenges and their solutions
For implementing the ITIL approach, the main step is making the employees learn
about the usefulness of this approach. As it appears very complex if the employee
doesn't know about the approach. He would want to stick to the previous and older
approach. As seen in the case study, an employer's decision to not use ITIL is seen as
the major obstacle in applying this approach to the company. Also, the budget needs to
be very much revised before investing in such an approach. As any wrong knowledge of
this approach can make the company go in debt. Not opting proper process can cause
the company is lack of time and cost resources. These obstacles or challenges can be
removed by providing tutorial or classes to employees by making them understand how
ITIL can help in making their performance better. Along with performances of
particular employees, the company's profit and less time consumption are also achieved.
Weekly assessment can be done along with these, so as to know where the
improvements of the employees are needed. AS ITIL is not a tool which can be bought
off, to make it work, a certain process needs to be followed in proper order.
8. Reflective Learning Journal
8.1 What happened?
The cleanse case study has helped me in improving my knowledge about the use of ITIL
in service-level management which is needed by the IT infrastructure of any company.
ITIL is the Information Technology Infrastructure Library which helps the company to
grow in the maturity phase. Celanese was able to track its growth with the help of this
only. The company maturity level has increased with the help of this. The experience
which I gained from looking into the case study is the knowledge that I gained with the
help of this. This has shown me how the basic company communication can be made
better which can help the company in making the company bigger.
8.2 Main focus of the learning
The main focus is on the use of ITIL for making the company’s product better and their
relation grow bigger with the customers. This has helped me in acquiring the
knowledge about the type of strategies which can be adapted in making the company
better and worth millions. Also, ITIL has been used by many companies to help them
reach a high level, which gives a better explanation and encourages us to see that what
and how each and every step can be done or taken to help a company.
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8.3 Types of Learning Strategies used
My learning strategies included basic training, professional development, performance
support, and review. These were the steps or strategies that I considered for learning.
Basic training helped me in learning about the ITIL technologies which have helped the
IT infrastructure of the company. This helps in getting the idea of what ITIL can help
with, how this is going to affect the company or we can see it helps in giving me an
overview of the ITIL in the IT infrastructure. The next to come to the professional
development, though this didn't work me that much. The time which was needed was
way more than I have to think of. It can benefit me with my career pathway in the use of
ITIL but as it requires so much time, not much benefit is gained from it. Performance
support surprisingly took less time than what I expected and helped me in learning
about the global business impact. This has helped me in knowing about the various
ways through which I can the use of ITIL in making a good impact on the company in
the business sector or among other competitive company. The last is the metrics part,
which contains the review section, which helped me in knowing the progress that I have
made and helped me learn from my mistakes. I opted for a regular chart to track my
record, this has helped in knowing that where I went wrong n terms of the company's
benefits.
From these strategies I know that which I can carry forward for my next study and has
benefitted me and which needs to change. The major change that I felt was in
professional development as it requires a lot more time than what I saved for it. This
has made me slow and does not help me in increasing my learning. In spite of
professional development, I can use the alignment strategy, which can help me in the
processes and structure part of the learning.
8.4 What hindered my learning?
But mostly in looking at all of these aspects, I think other people's opinions have highly
hindered my learning. As most people's point of view or their observations are different,
which made me look at things from different angles and this has caused some delay in
reaching the conclusion of my learning. Like in this some people opinion was that ITIL
was a very expensive or over the budget tool to be used by a small company. But from
what I have learned and see that it can be expensive if the company doesn't have the
knowledge and not the right people to use it accordingly.
8.5 What do I feel about my experience?
Before this, my hopes from this learning experience was that I will be able to
understand the use of ITIL in the IT infrastructure but as the time passes by, more and
more insight of ITIL benefits and its flaws were seen by me during the learning process.
In the end, I came to a conclusion part where in my opinion ITIL can be highly
progressive, if it is taken well care of, and certain classes and tutorial are provided to
the employees for it. Further, this can be held responsible for making the
communication better within the company as well as communication better to the
customers. My learning from this really helped me in knowing about the use of ITIL in
the industrial sector.
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Conclusion
The aim of this report is to find out that ITIL is beneficial for Celanese or not. It was
seen that this is very beneficial in terms of the company's IT sector growth and building
the company-customer relationship. This is done by providing the best product to the
customer by enhancing service-level management in the company. This is seen as the
most important point, which needs to be followed by the company employees as it will
help them and the company. This will help in making the work transparent and helps
them with their every doubt. As more and more doubt of the employees is made clear of
how to build a product, what to use, where to find it and whom to ask will help them
professionally. CIO can take a look at all of these findings, which can help him to decide
whether ITIL is best fitted for the company or not.
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References
Schultze, U., 2011. Finding the process edge: ITIL at Celanese. Journal of Information
Technology Teaching Cases, 1(1), pp.22-39.
Gama, N., Sousa, P. and da Silva, M.M., 2013. Integrating enterprise architecture and
IT service management. In Building sustainable information systems (pp. 153-165).
Springer, Boston, MA
Appendices
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IT Organisational chart
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