ITSM Report: Celanese Case Study Analysis - Griffith University

This report provides an in-depth analysis of the Celanese case study, focusing on their IT Service Management (ITSM) implementation and the application of the IT Infrastructure Library (ITIL) framework. The report examines IT processes and functions within the Service Operation and Service Strategy phases, discusses the importance of communication and integration, and explores the RACL model in the context of the Operations Support Model (OSM). It also assesses the benefits and complexities of OSM, the potential benefits of ITIL tools, and the challenges faced by Celanese in achieving effective IT service management, including process gaps and leadership commitment. The report concludes by highlighting the key learnings from the Celanese case and emphasizing the importance of a strategic approach to ITIL implementation.

UNDERSTANDING AND ANALYSIS ON THE CELANESE
CASE
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Executive Summary
The aim of this report is to understand the case study of the Celanese organization. The
report includes a reflective writing where the experiences related to the case study is
shared. The report discusses about the RACL model in OSM, the benefits vs the
complexity in OSM, and also includes opinions related to the communication and the
integration. This report also include every systems and processes related to the case
study of Calanese organization.
Keywords: RACL model, benefits & complexity in OSM, communication and
integration.
1. Introduction
Celanese is considered as the global leader in the chemical industry, has been
implementing single instance ERP solution over number of years and has been
integrating the IT functions in a service model which is shared. In March 2009 Celanse
was busy in pursuing PowerPoint slides that was presented to the company as an
essential aspect of the update of the Information Technology organization in the
Infrastructure Library which is popularly known as ITIL. Celanese did not follow the
recommendation that ITIL proposed. The directors of the Information Technology
were certainly not clear about the values that were undertaken from the ITIL maturity
structure. Celanese failed to perceive their relationship with the customers. After
looking to all the accomplishments CIO of Celanse wondered that they should tackle the
situation differently.
2. Discussion
2.1. Processes and Functions
The ITIL processes which is within the IT Service Management determines that
IT services must be provided in client- friendly, focused and in a cost-optimized manner.
The ITIL processes are basically grouped into stages and they are Service Strategy,
Service Designin , Service operations , Service Transitions and Continuous Service.
Process 1
Service Strategies- The function of this process is to decide the strategy that
basically serves the customers. It starts from addressing the needs of the customer and
also the market place, Service Strategy process basically determines what are the
services the IT organization is offering and what are the capabilities that needs
development. The ultimate goal of this process is to make the IT organization think and
also take actions in a strategic manner.
Process 2
ITSM Assignment Report – 2806ICT
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Service Designing- The prime function of this process is to develop new IT
services. The scope or the idea behind this process is to design new services, as well as
to change and improve the existing pattern. This process also ensure that IT services
are delivered in a effective and efficient manner. The functions include fixing of the
problems of the users and also to carry out routine operational tasks.
1.1. ITIL best practices
Basis problem or issues inherited in the desk quality of the spatial dataset is
basically the sections of the comparison dataset. Comparison of the information that is
meaningful can be related to OSM should be taken into the account the characteristics
of database set. The comparison process started from the evaluation of the accuracy
which first included the analysis of motorways. After the comparison the analysis of the
completeness carried out. The survey that was ordinary describes the Meridian as
dataset which is suitable for applications that are based on environmental analysis of
design and also management of the distributed network for warehouse to planning of
health.
2.2 ITIL tools and its potential benefit to Celanese
ITIL can be defined as a set of the best practices and as well as a
framework for ITSM that is used to focus on the aligning IT services with needs of the
business (Dana et al.2015) IT Service Management basically refers to all activities,
policies processes and planning of the organizational issues and also improving the
delivery of the IT services to the customers (Yeniel et al. 2016).
Key benefits of implementing the ITIL tools to the Celanese organization-
ITSM and the ITIL provides structure to deploy continuously and also improve and also
retire the service.
The lifecycle of the ITIL defines a structure for creation, improving, delivery and also
retiring the IT service throughout the five areas.
The servicing strategy of the ITIL helps in creating a servicing portfolio that basically
consist of servicing pipeline, catalog and also the retired services. It is used to provide
the customers with the past , present and also a futuristic view of the framework to the
customers.
ITIL basically provides a path or a structure for the addition or even change the services
in ITSM environment.
2.3 Opinion about communication and Integration
In order to upgrade communication and integration the CIO should take certain
steps in building and maintaining good relationship with the key business counterparts.
Implement innovations in the businesses the organizations support and in the
information technology organization as well. The institute should take steps to keep the
executives of the business informed about the day to day operational activities. They
should identify and be able to deal with every kid of conflicts. The organization should
take steps in organizing and governing the business projects with that of the IT
components. They should try to collaborate with the business counterparts on building
business cases for new investments in IT. In order to know if the approach is successful
or not the organization should post implementation review processes to understand the
value. The RACL model can be considered as a straight forward model that is basically
used for identification of roles and the responsibilities during the organization changing
process. All the transformation process does not process automatically, peoples have to
take numerous actions for making the process happen. So, it is very important to
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describe what should be basically done by whom for making the transformation process
to happen. RACI is sometimes also termed as RASIC.
2.3 RACL model in OSM
R= Responsible that is who is responsible for the problem.
A= A stands for Approve. It signifies whom the R is to be is accountable to.
S= S stands for Supportive. It basically provides resources and plays a supporting role
in the implementation.
C= C stands for Consulted. It signifies who to inform and the capabilities to do the
work.
I= I stands for who Informed. It means that must be notified for the results but needs
consultation.
The technique is supported in the RACI chart which provides help in discussing and
communicate every roles and responsibilities.
2.4 Benefits vs complexity in the OSM
This problem was identified many years ago in the quality of database. With the
immense growth, this received attention from any leading kind of figures in the
areas of Geographical Information Science which included Peter Burrogh. The issues
related to Positive accuracy which is considered to be the most important aspects of
quality. Logical consistency includes aspect of internet consistency of the dataset,
which is in terms of topological correctness that are basically encoded in database.
In semantic accuracy there is a measurement of the link in the object is first
captured and is also shown in the database. These are the most valuable advantages
in the implementation of ITSM and in ITIL. There are also several other advantages
that can be implemented with the help of ITSM and ITIL.
2.6 ITSM tools and potential benefits
ITIL Service Corporation helps the organization in ensuring the IT service should be
delivered efficiently throughout the problem management and also event management
as well.
ITSM and ITIL helps to provide IT services that are standard and is also delivered
through servicing catalog
ITIL structure will provide help in the development of a standardized structure
for the user request and the services received. ITIL servicing catalog basically provides
a single contact point to the customers who are basically requesting for a specific
service or is also requesting for help if any kind of incident occurs.
As a summary it can be stated that basically there are three biggest benefits that
Celanese should understand while implementing ITSL environment using the ITIL
(Benbir et al. 2019).
1. It provides a framework that is consistent for the creation and then ultimately retiring
the IT services.
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2. It standardizes the Information Technology delivery through the institute specifying
the service catalog
3. It proves consistency and defines the roles that are needed for IT in dealing with the
services that is not successful, it fixes the causes of the regular problems and also
monitors the services that is occurring in the running services or in the configuration
items.
3 Conclusion
In this report the discussion was related to the case study and detailed analysis
of the Celanese organization. The report presents a detailed analysis of Celanase case.
In this report the discussion also included the Operations Support Model which is a
major initiative taken by the organization. The implementation of ITIL at Celanese
benefited by providing a decentralized approach to the IT. The effectiveness included
process Gaps, below average rating and bureaucratic perception of the information
technology. The factors that provided ineffectiveness was lack of the commitment from
the leaders who are senior. It include lack of attentiveness from the senior leaders
which focuses on the IT and focused on the results that are not basically moving to
achieve a long time success. Bureaucratic engineering culture of the Celanese makes it
very difficult for organization to improve the IT process. The employees perceived IT as
‘bureacratic’ and implemented many rigorous process that threatens the addition of
weight which basically creates a negative reputation. In process gaps Celenase IT
commissioned HP in accessing the processes. The assessments uncovered the
applications and similar processes nevertheless tackled the processes in IT. Employees
processes were not replicated in the parts of the information technology.
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4 References and Citations
AlFaki, M.A., Ali, O., Babiker, A.E. and Ibrahim, A.O., 2016. Agile RACI Model for
Extreme Programming Method. International Journal, 6(5).
Benbir, G., Demir, A.U., Aksu, M., Ardic, S., Firat, H., Itil, O., Ozgen, F., Yılmaz, H. and
Karadeniz, D., 2015. Prevalence of insomnia and its clinical correlates in a general
population in T urkey. Psychiatry and clinical neurosciences, 69(9), pp.543-552.
Celiker Tosun, O., Kaya Mutlu, E., Ergenoglu, A.M., Yeniel, A.O., Tosun, G., Malkoc, M.,
Askar, N. and Itil, I.M., 2015. Does pelvic floor muscle training abolish symptoms of
urinary incontinence? A randomized controlled trial. Clinical rehabilitation, 29(6),
pp.525-537.
Crespo‐Otero, R., Li, Q. and Blancafort, L., 2019. Exploring Potential Energy Surfaces
for Aggregation‐Induced Emission—From Solution to Crystal. Chemistry–An Asian
Journal, 14(6), pp.700-714.
Dana, B.G., Mukaj, L. and Vishkurti, M., 2016. Creating a model culture of management
change. Annals of the University of Oradea, Economic Science Series, 25(1), pp.871-
880.
Demir, A.U., Ardic, S., Firat, H., Karadeniz, D., Aksu, M., Ucar, Z.Z., Sevim, S., Ozgen,
F., Yilmaz, H., Itil, O. and Peker, Y., 2015. Prevalence of sleep disorders in the Turkish
adult population epidemiology of sleep study. Sleep and Biological Rhythms, 13(4),
pp.298-308.
Ireland, A.M., 2016, May. Leading Change: Implementation of a New Care Coordination
Model. In Oncology nursing forum(Vol. 43, No. 3, p. 278). Oncology Nursing Society.
Jeff Lawton, M.B.A., PMP, C. and ITIL, C., 2016. Four Critical Success Factors to
Effectively Managing Data as an Asset. The Journal of Government Financial
Management, 65(3), pp.34-39.
Koelling, L., Schmid, C. and Meermann, C., Celanese Sales Germany GmbH,
2019. Sintered and Porous Articles Having Improved Flexural Strength. U.S. Patent
Application 16/117,688.
Mukunthan, M.A. and Selvakumar, S., 2018. A SURVEY OF SIX SIGMA AND ITIL FOR
QOS IN WEB SERVICE. International Journal of Pure and Applied Mathematics, 118(9),
pp.163-170.
Naismith, J.S., 2018. Survey of A 30.99 Acre Tract Out of the Picha 58.07 Acre Tract and
Survey of Celanese Chemical Co. 49.15 Ac. Tract Nueces County, Texas.
Schmid, C. and Walkenhorst, R., Celanese Sales Germany GmbH, 2019. Conductive
Ultrahigh Molecular Weight Polyethylene Compositions. U.S. Patent Application
16/040,794.
Tapan, Ö.O., Sevinç, C., İtil, B.O., Öztura, İ., Kayatekin, B.M. and Demiral, Y., 2016.
Effect of nasal continuous positive airway pressure therapy on the functional respiratory
parameters and cardiopulmonary exercise test in obstructive sleep apnea
syndrome. Turkish thoracic journal, 17(1), p.1.
Yeniel, A.O., Ergenoglu, A.M., Meseri, R., Ari, A., Sancar, C. and Itil, I.M., 2017.
Systemic atherosclerosis and voiding symptom. European Journal of Obstetrics &
Gynecology and Reproductive Biology, 210, pp.306-309.
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Reflective Learning Journal
During the analyses of my assignment I got aware of the ITSM and ITIL tools. After I
started my research on ITSM or IT Service Management I got to know that that ITSM
refers to all activities that is basically involved in designing, creation, supporting the
lifecycle of the IT services. During my assignment I also realized the importance of
ITSM. Implementation of ITSM helps in saving of cost by developing a predictable IT
organization. My analysis also include business needs in ITSM. Implementation of ITSM
in business can be advantageous in reduction of costs, improvement of the service
quality, it improves customer satisfaction and also improves flexibility of the
government and increases the agility for new information technology services. During
my analyses regarding the Celanese organization case studies I realized certain issues
that this organization faced regarding their company’s organization structure. The CIO
of the company was not capable enough in taking quick and effective decision that could
be beneficial for the organization. In my analysis regarding the Celanese case study I
basically found two processes and functions that falls in Service Strategy Phases of the
IT Infrastructure Strategy. I also found and recognized the goals and the roles in the
ITIL. By using the ITSM and particularly the ITIL frameworks I have analyzed the usage
and roles regarding it. I also recognized a popular model known as Operations Support
Model commonly known as OSM. In my analysis I performed a detailed analysis on
RACL model. RACL model is basically a straightforward equipment used for
identification of the roles and the responsibilities and also to avoid the confusion over
the roles and the responsibilities during the project. To achieve the ITIL roles in
processes that are related to ITIL, it includes structure which is known as the
RACL.RACL can be broadly classified as it included within the Responsible,
Accountable, Consulted and Informed model. In the later part of my analysis I have
conducted a research on the web in order to find and also to identify the ITSM software
tools which is basically used for accessing the ITIL compliment and this could be very
useful for the Celanese in order to improve some of the aspect of the organization such
as workflow or the management IT services. During my analysis I have found some of
important ITSM software tools such as ServiceNow, TOPdesk BMC and Samanage.
Celanese is a global leader in the industry of chemicals, had spent many years
implementing a single ERP solution and a shared services model. During my research I
came across certain facts such as Celenese achieved an information technology service
management score of about 45.6% which was below the average HP of many
companies. The average ITIL maturity that Celanese received was about 2 to 5% in the
scale point. The risk to the service delivery that was reliable was basically assessed to
be high. The financial, the security and also the supply management was considered to
be well developed and the also the service level, problems, release and which made the
availability management weak. During my research I have discussed about the
Celanese’s approach to the improvement of the information technology. I have also
analyses about its effectiveness and certain factors that has contributed to its
effectiveness. . In the lifecycle I have learned about Service Transition which include
organization to defines the services that IT services provide from one service to another
service. It also covers how to build the organizational environment. It helps the
organization to decide the IT services to move between the service pipelines, the service
catalog and retire the service stages. The lifecycle also include continual service
improvement practices which include methods to learn from the mistakes and improve
effectiveness of the IT delivery service. In this stage of lifecycle the organization
creates the processes to perform the service review and the procedures that is used to
deliver the services, define new CSI initiatives and to improve the services and also to
monitor CSI improvements and also introduce correct measures when it is needed. The
entire research was extremely beneficial for me as I have gained new ideas and
knowledge regarding every processes and systems which could provide a great help in
the upliftment of the Celenase organization. I think the amount of research that I have
done regarding this journal will provide a great help for me in my future assignments as
well. The reflective journal gives a detailed reviews about the case study and also helps
me to showcase my understanding regarding the topic as well. The case study will be
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beneficial for the organization as well as for other organizations as well who are facing
same kind of problems in their organization.
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