Celanese Report: ITIL Framework, Service Management, and Journal

This report and reflective journal analyze the Celanese organization's implementation of the ITIL framework. The report examines two key processes and functions within the service operation and strategy phases, including Central IT management, PC standardization, ERP system implementation, and application supply. It assesses the communication and integration challenges, highlighting the impact on IT service management. The study explores the contribution of ITIL best practices, including the RACI model, to improve service delivery. The report also evaluates the benefits and complexities of the Operations Support Model (OSM) and discusses the potential of ITSM tools like Freshservice to enhance Celanese's IT infrastructure. The reflective journal documents key learnings about the ITIL framework, its application, and the importance of communication and role definition, concluding with the future application of these insights in a professional context.

Celanese Report & Reflective Learning
Journal
SIVA SUMANTH KOTHAPALLI
S5164060
78061ICT
Thursday 1.00 pm to 3pm
Dr Mohammad Awrangjeb
[e-mail]
Executive Summary
Information technology Infrastructure Library (ITIL) is a framework that has been developed
to standardize the selection, planning, and overall management of the IT services and
components in a business organization. It is composed of five aspects as Service Strategy,
Service Design, Service Transition, Service Operation, and Continuous Service
Improvement.
The case study of Celanese organization is analysed that includes the success and failure of
the organization with respect to ITIL.
A reflective journal is also included.
Introduction
Celanese is a global leader in chemical industry. it has spent the years of time to implement a
single instance ERP solution and integrating the divisional IT functions into a shared services
model. Celanese has entered into information Technology Infrastructure Library(ITIL). Their
purpose is to guide their integration efforts.

Celanese Report & Reflective Learning Journal
Understanding & Analysis
Two Process & Two Functions in Service Operation/Service Strategy Phases
Central IT and PC standardization effort were the two processes that fall in the category of
service strategy and service operation phases for Celanese.
Implementation of the single instance ERP system and application supply are the two
functions that fall under the categories of service operation/service strategy phases for
Celanese (Schultze, 2011).
The goal of the two processes as Central IT and PC Standardization effort in ITIL was to
effectively manage the shared IT infrastructure present in the organization. The development
of the standard set of services and operations was also one of the goals that were set up.
The two functions, ERP system and application supply aimed to provide enhanced back-end
support to streamline the business operations and activities. The support to the business
operations by integrating all of the components together was one of the goals that were set
up.
Communication & Integration
The communication and integration among the processes and functions described above was
not adequate. These processes and functions were not integrated with each other and with the
other elements in the IT infrastructure as well.
The Central IT management was restricted to only a sub-set of the common contracts and it
covered only SAP and Microsoft. There were several other contracts that were not integrated.
There were also several issues that came up during the PC standardization process. The
matters were reported to the CIO and there was isolation in terms of the resolution of the
issues (Alojail&Corbitt, 2016). The communication procedure was not effective that resulted
in the inability to resolve the issues. The organization also faced a lot of trouble during the
heavy build phase. The projects were approved without communicating with the operational
teams and resources. The networking architecture was also not understood by most of the
resources present.

Celanese Report & Reflective Learning Journal
ITIL Best Practices’ Contribution or Help
Information technology Infrastructure Library (ITIL) is a framework that has been developed
to standardize the selection, planning, and overall management of the IT services and
components in a business organization. It is composed of five aspects as Service Strategy,
Service Design, Service Transition, Service Operation, and Continuous Service
Improvement.
The above processes and functions at Celanese were not adequately integrated and there was
lack of communication and networking that is also observed. It later resulted in the IT Service
Management score of 45.6% during the assessment done by HP. It is an extremely poor
score. The IT Service at Celanese could be improved by incorporating the ITIL framework.
The several processes, such as Central IT and PC Standardization should have been planned
and the definition of the goals should have been adequate. There was a lack of complete
coverage that was observed in the case of Central IT management (Suhairi& Gaol, 2013). It
could have been improved by using strategic planning and management as one of the best
practices under ITIL.
There is also lack of networking and communication that was observed which resulted in the
inability to adequately execute the functions and processes. The continuous service
improvement could be achieved by following up at regular instances and conducting the
reviews to find out the gaps and loopholes.
RACI Model in OSM
Operations Support Model (OSM) was one of the initiatives that were taken by ITIL
taskforce to work on the results and assessment outcomes done by HP.
There was use of RACI (Responsibility, Accountability, Consulted, and Informed) model
done under OSM. AP ware, one of the applications crashed and the Operations Manager was
inquired about the failure. The Operations Manager did not have a single clue of the
application and its associated component. This led to the OSM initiative by Celanese to work
on the issues involved. The primary task involved the identification of the owner of each
component and process involved. For this purpose, there was a spreadsheet that was
developed. The ownership types in this spreadsheet were filled using the RACI acronym. R –
Responsible was assigned to the owner that took care of the resources and the process. A-
Accountable was assigned to the owner that was answerable in case of the issues, failure, or
general queries. Similarly, C- Consulted and I – Informed were assigned to the owners on the

Celanese Report & Reflective Learning Journal
basis of their roles. The matrix was developed across four levels as Help on the first level, IT
Operations on the second level, WAN, LAN, and other networking operations on the third
level, and external vendor on level 4.
Benefits vs Complexity in OSM
The Infrastructure group experienced several benefits with the OSM and the development of
RACI matrix as they were now clear of the specific owners and points of contact. There were
also benefits provided in terms of the distribution and identification of the roles.
However, Application Group termed OSM as too complex and bureaucratic in nature. It is
because there were significant delays that were introduced with the implementation of OSM.
There were certain cases wherein it took months to get the applications approved as the take
on the application could not be confirmed or acquired. In one case, the development team
was ready to support the application; however, they did not have the administrative authority
to do so as per their role and duties illustrated under OSM(Gervalla, Preniqi&Kopacek,
2018). Also, there were issues is the skill mapping that was done. For instance, the database
team did not have the skills to document the support model and it emerged as one of the
major challenges. There were issues observed in the Blackberry service as well due to OSM
and RACI matrix.
ITSM Tool & Potential Benefits to Celanese
Fresh service is one of the ITSM tools that can provide benefits to Celanese and it complies
with the ITIL framework as well. There will be a number of potential benefits that the tool
will provide to the organization and some of these are as listed below.
 There are numerous plans available with the tool and the cost-effective plan suiting
the business requirements of Celanese will be possible to be selected.
 Data security and privacy is ensured by the tool as it offers GDPT compliance, ISO
certification, and SOC-2 compliance.
 There are a number of rich features that come with the tool, such as change
management, release management, problem management, and likewise.
 There are a number of third-party integrations that come along with the tool, such as
Google Apps or Slack. This will make sure that the management of the services and
applications is easy and is simplified (Fresh service, 2019).

Celanese Report & Reflective Learning Journal
 The listing out of the services can be done under the tool and the employees get an
option to select the services best suited for the organization and the specific
applications.
 The set-up and implementation activities will be carried out and will be managed by
the vendor. Therefore, the organization will not be required to worry about the
implementation faults and errors.
 The workflow management will be ensured by the tool along with the integration of
all the different components and units.
The above set of features and benefits will make sure that the services and operations carried
out by Celanese are adequately managed. It will also make sure that the budget constraints
are met and there are no issues of budget overrun experienced.
Reflective Learning Journal
Key Learning's
The courses provided me an opportunity to study and learn about ITIL (Information
Technology Infrastructure) Framework. IT services have become an essential part of the
business firms in the present times. It is necessary that the management of the IT services is
adequately done so that the overall management of the organization can be improved. The
course provided me with the ability to acquire an understanding of the five key aspects under
ITIL as Service Strategy, Service Design, Service Transition, Service Operation, and
Continuous Service Improvement. There are specific processes defined under each of these
five that could be analysed during the course.
The involvement of Celanese case study also provided the mechanism to understand the path
to be followed and the mistakes to avoid. There were a number of processes and functions
developed in Celanese with specific goals and objectives. However, they could not be
executed properly and it resulted in the inability to maintain adherence with the ITIL
framework (Cervone, 2008).
The course allowed me to gain an understanding of the best practices to follow. Also, it
provided me with the ability to understand the relevance of networking and communication.
These are essential for the business firms and their success. It shall be ensured that
communication is always maintained and enhanced in a business firm.

Celanese Report & Reflective Learning Journal
I could also understand the need to define roles and the significance of the clarity on these
goals in the business firm. In the case of Celanese, there were ownership issues that came up
and led to confusions and failures. To resolve such issues, there was RACI matrix developed.
The ownership types were filled using the RACI acronym in the spreadsheet. R –
Responsible was assigned to the owner that took care of the resources and the process. A-
Accountable was assigned to the owner that was answerable in case of the issues, failure, or
general queries. Similarly, C- Consulted and I – Informed were assigned to the owners on the
basis of their roles. I could get to know about the various roles that are defined and the
significance of each of these roles in the business firms.
Process Followed
The process that I followed to document and understand the key learning started from the
initial phase of the course. I had decided to note down the key points on a daily basis and
document them formally at the end of the week. This practice allowed me to reflect upon the
learnings and also provided me with the ability to document the major points and details in a
formal manner.
Application of Learning's in the Future
The learning's that I acquired during the course will be useful in the future as well. During
my professional journey, any of the business firms that I will be a part of, will make use of IT
services in their business architecture. I will be able to efficiently handle the IT services and
will be able to contribute towards the application of the best practices. There are also a
number of issues and risks that emerge with the IT tools and applications. The majority of
such issues are due to lack of the user awareness or maintenance issues. I will be able to
provide the business organization with the capabilities to manage the issues and
risks(Mohammadi, Ravasan&Hamidi, 2015).
I will also be able to apply the learning's in a team environment. In a project team, it is
necessary that every member in the team is clear on the goals and objectives to achieve. Also,
it is required that the members have an understanding of their roles and responsibilities in the
organization. The learning's acquired in the course will allow me to make sure that the roles,
responsibilities, and ownership for the resources is defined properly. Also, the
communication processes will be effective and conducted in an effective manner.

Celanese Report & Reflective Learning Journal
Areas of Improvement
ITIL is a framework that has been designed to manage and streamline the IT services in an
organization. There are a number of ITSM tools that have been developed and these tools are
complied with the practices and standards defined under ITIL.
I could not gain any practical experience on these tools. I got an opportunity to read about
and analyse some of these tools; however, the hands-on experience could not be achieved.
This is one area which I would like to explore and improve in the future. This is because the
use of automated tools will enhance the overall accuracy and quality of the results.
I would also work on the communication tools and mechanisms that have been developed.
There are numerous communication channels defined and I will explore the automated
options that may be used in a business environment. It will enhance the efficiency of the
communication processes and will also ensure that the resources are clear on the roles to
perform.

Celanese Report & Reflective Learning Journal
References
Alojail, M., &Corbitt, B. (2016). Does the ITIL Service Quality Framework Improve
Outsourcing Relationship Outcomes?.Journal Of Advanced Management Science,
452-456. doi: 10.12720/joams.4.6.452-456
Cervone, F. (2008). ITIL: a framework for managing digital library services. OCLC Systems
& Services: International Digital Library Perspectives, 24(2), 87-90. doi:
10.1108/10650750810875430
Freshservice.(2019). IT Service Management Software for all your IT needs | Freshservice.
Retrieved from https://freshservice.com/lp/itsm-software?
utm_source=Capterra&utm_medium=Listing&utm_campaign=CapterraITSM&utm_s
ource=GetApp
Gervalla, M., Preniqi, N., &Kopacek, P. (2018).IT Infrastructure Library (ITIL) framework
approach to IT Governance.IFAC-Papersonline, 51(30), 181-185. doi:
10.1016/j.ifacol.2018.11.283
Mohammadi, M., Ravasan, A., &Hamidi, H. (2015).Investigating Critical Success Factors in
Implementing ITIL Framework.International Journal Of Standardization Research,
13(1), 74-91. doi: 10.4018/ijsr.2015010104
Schultze, U. (2011). Finding the process edge: ITIL at Celanese.Journal Of Information
Technology Teaching Cases, 1(1), 22-39. doi: 10.1057/jittc.2010.1
Suhairi, K., &Gaol, F. (2013). The Measurement of Optimization Performance of Managed
Service Division with ITIL Framework using Statistical Process Control. Journal Of
Networks, 8(3). doi: 10.4304/jnw.8.3.518-529