Celanese Case Study: ITIL Implementation, Challenges, and Benefits

This assignment analyzes the ITIL implementation at Celanese, focusing on the benefits of process improvement for IT service management. The case study explores the challenges of implementing ITIL, such as lack of executive support and customization issues, and suggests mitigation strategies. It also highlights the advantages of a decentralized IT approach within Celanese. The assessment includes a Service Operation Readiness Assessment, examining processes like change management, problem management, service desk, and incident management. The assignment provides insights into Celanese's IT infrastructure, SAP team's processes, and the overall IT service maturity, offering a comprehensive understanding of ITIL implementation in a real-world scenario. References are also provided to support the analysis.

Information System and Management
ITIL Celanese Case Study
Student Name
Institutional Affiliation

Benefits of process improvement to higher levels. How process improvement to a
higher level would benefit Celanese management of its IT services.
In this case of Celanese, the IT initiatives were implemented on the basis that the
potential cost was cut down. In consideration to the recent turndown within the economy, it is
evident that only projects that clearly supported the strategic decisions of the company and those
that had a convincing demonstration on a one-year payback would be allowed for approval. In
this case, there is the identification of two process improvements to the higher level that would
be used in benefiting the Celanese Management with regards to its IT Services as explained
below.
Approaching IT in a decentralized manner. In this case, Celanese is considered to have
more of a decentralized approach to the IT in overall as every department in the nation is running
its own systems and thus able to implement their projects without necessarily having to
communicate.
Through the use of the process gaps, Celanese IT can commission HP to be able to assess
its information Technology processes. This case study has uncovered that the infrastructure
groups and the applications have got similar processes that they can they could never the there
before. A good example is that of the SAP team as they usually have their own incident, the
release, change and the problem to all the management processes that were not in any way
replicated in other IT parts.

Suggestions to minimize challenges/ obstacles/ risks while integrating ITIL
Celanese Case has detailed much on improving and their ITIL within their organization.
Ideally, the implementation of such ITIL in the company will be associated with a lot of risks
while it is being integrated. ITIL is considered to be a set of guidelines and thus in a real sense, it
is not in any way implemented as a set of rules. Some of the risks that have risen up in this case
of Celanese are such as the following:
The executive who is in management has failed to offer enough support (Emma, 2018).
This challenge can be mitigated triggering a small campaign to educate the management of the
benefits of ITIL and ways through which it can be implemented easily. The best suggestions are
having a careful plan that will pave the way to have the executives accept the idea quickly.
Another challenge that is experienced in this concept is the incorrect initial point. In this
case, there is a need for one to consider the right time to implement the ITIL in the organization.
In this way, According to Celanese, the ITIL should address the existing and the problems in the
future in ways which are positive. A suggestion can be made by beginning with all the practices
which promise to render the benefits nurturing the improvements of the physical processes and
impacting all the individuals positively.
Customization of the implemented ITIL may be a problem. This is because the installed
ITIL may not fit or be compatible with all the Business strategies of Celanese. In this case, there
is a scenario it may fail especially when used in isolation and thus it may need some
customization which in turn require practical links and a lot of guidance.

List of references
Emma, S., 2018. Top ITIL Practices and Ways of Overcoming their Challenges. [Online]
Available at: https://www.greycampus.com//it-service-management/top-itil-practices-and-ways-
of-overcoming-their-challenges[Accessed 22 May 2019].
Schultze, U., 2011. Finding the process edge: ITIL at Celanese. Journal of Information
Technology Teaching Cases, 1(1), pp.22-39.