Griffith University 2806ICT: ITIL and Celanese IT Service Management

This report provides an analysis of IT service management at Celanese, focusing on their ERP system implementation and integration of IT functionalities using the ITIL framework. It discusses key processes and functions such as demand management, service level management, service desk, and operation management within the organization. The report also examines the communication and integration among functions and processes, highlighting the role of release management and the challenges faced due to lack of process standardization. Furthermore, it explores the best practices of ITIL, including release management and service operation, and the application of the RACI model in the OSM. The report contrasts the benefits and complexities of the OSM, particularly the issues faced by the application group. Finally, it suggests the use of the Jira service desk as an ITSM tool to improve communication and customer satisfaction at Celanese.

INFORMATION TECHNOLOGY IN
MANAGEMENT SERVICES
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Executive Summary
This report aims to discuss about the IT regarding service management at Celanese
organization. The specific discussion has been done on the ERP system implementation
within the organization which used ITIL in this case. RACI model is very much
important concept of the ITIL and it has been discussed briefly in the OSM. From the
processes and the function of ITIL the Celanese organization gained several of benefits
and service desk functionality is one of them. All parts of the ITIL was not good for the
organization as the application group faced various problem due to OSM. One of the
most important ITSM tool is the Jira service desk and it has been discussed in this
report.
Keywords: RACI model, IT service management, ITIL framework, OSM.
1. Introduction
This report mainly discussing the ERP solution implementation and integration of the
divisional IT functionalities within a shared service model in Celanese organization.
Celanese is one of the global leaders within the chemical industry. This organization has
spent many of its years for the implementation of ERP solution. After the growth of the
IT services Celanese realized that internal operation of the organization needs a tight
coordination and discipline among them and for that implementation of the ERP was
very much required. They also identified that this process will be guided by Information
Technology Infrastructure Library (ITIL) for a perfect integration (Pillai, Pundir &
Ganapathy, 2014). IT service management is an important concept of all the
organizations as it provides various opportunity to them.
2. Processes and functions at Celanese
2.1 Demand Management
The demand management is one of the main process under the service operation. The
main objective of this process within the organization is anticipating, influencing and
understanding the demand of the customers regarding the service demand (Ferguson,
2018). The management should focus on this demand management process so that the
required demand can be fulfilled.
2.2 Service level management
The service level management is another important process that has been identified
under service operation of the Celanese organization. The service level management
ensure that the service provider is currently meeting all the services required by the
business for an appropriate level of investment.
ITSM Assignment Report – 2806ICT
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2.3 Service Desk
The service desk is one of the major function under the service operation in Celanese
organization. The service desk is actually some group of peoples and tools which carries
one or more than one activities. The service desk provides some IT services something
not works properly.
2.4 Operation management
Operation management is another important function under the ITIL (Radosavljević,
Jevtić & Klimenta, 2016). In the organizational context the operation management is a
typical type of management that is mainly involved with controlling and designing
process of the redesigning and production of business operation.
3. Communication and Integration among Function and Processes
The above mentioned functions and the processes at Celanese organization is having
effective integration and communication with the other processes and the function at
the Celanese organization. One of the main evidence that proper communication was
there within various processes and functions of the organization was the presence of
release management. The main aim of the release management was planned role out of
a software and some effective communication and management of all expectations of
the customers while some new roll out is coming out. Considering the integration, sadly
there was no perfect integration available within the organization. There was lack
process standardization and integration. This was discovered by the assessment that
has been done by the HP.
4. Best Practices of ITIL
Within the Information Technology Service Management, the release management is
very much important. In the context of the ITIL the release management exist as the
release management can ensure the protection of live environment integrity (Laudon &
Laudon, 2016). Within Celanese there was lack of integration among the processes and
functions as the current integration process in the organization was technically not
sufficient and in this cases next generation integration process was needed.
4.1 Release Management
The release management contributes to the organization by creating planning, schedule
and control the movements of releases for testing some live environments. This is
considered as one of the best practice of ITIL as this plans and coordinates update of
applications into production.
4.2 Service Operation
Service operation is another process of ITIL which is created to make sure that the IT
service of the organization is working efficiently and effectively. The life cycle stage of
service operation includes the user request fulfilment and resolving the failure
regarding services and problem fixing.
5. RACI model in the OSM
RACI model in the OSM is also considered as matrix which is a way of providing
definition of responsibilities and roles for a specific type of activity or task. The term
‘RACI’ is stands for Responsible, Accountable, Consulted and informed (Dana, Mukaj &
Vishkurti, 2016). The responsible defines the people who will achieve the task,
accountable is the people who will be answerable for the completion of delivered task,
the consulted defines the people whose opinions are sought and the informed defines
the peoples who are always up to date about the project.
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6. Benefits vs complexity in the OSM
In the Celanese organization the infrastructure group has experienced various of
benefits due to the OSM but from the perspective of application group this OSM very
much complex and unnecessarily it is ‘bureaucratic.’ As per the application group’s
manager it was complex to them as the ITILer who were responsible for the
management of OSM can cause significant time for OSM completion and that will lead
to high amount of delay (Parisio, Rikos & Glielmo, 2014). The delays occurs as the OSM
can take over 2-4 meetings before approval. The manager also described the worst case
scenario in which OSM can take over one month for approval because it not known that
who will be supporting the application. Thus the main problem regarding the OSM in
the application management is regarding support issues and development delays. The
application manager provide an example which showed the OSM started in May 2008
and approved in February 2009. Development team wanted support an application but
approval needed for accessing the database server which was not provided thus the
database team failed to support the application which outlined the challenge regarding
OSM.
7. ITSM tool and potential benefits to Celanese
The service desk is one of the essential function of the ITIL which can provide potential
benefit to the Celanese as the service desk is important function for the Celanese. One
of the essential service desk ITSM tool that can provide benefit to the Celanese
organization is the Jira service desk (Li, 2015). The main benefit of the Jira to the
Celanese is that it provides a helpdesk request tracker. Through this application the
Celanese will be able to overcome some of the key issues of its including the
communication issue. The communication related problem can be managed by efficient
tracking, managing and resolving of requests of the customers. Thus customer
satisfaction issue can be also solved using the Jira service desk.
8. Conclusion
The above discussion implies that ITIL is very much important for the organizational
context as it provides several of benefits. IT has been assessed that Celanese was facing
various of problems as their internal operations were not having enough coordination
among them. Thus ERP was integrated by them and it required ITIL for guiding the
process. In this report processes and function used in Celanese is described. In the
following section discussion about the communication and integration is done briefly.
Contribution of best practices of the ITIL is an important factor and it is discussed in
the further section of this report. The RACI model in the OSM and the benefit vs the
complexity in OSM is analyzed. The tools of the ITSM and the potential benefits of it is
also described.
9. References
Dana, B. G., Mukaj, L., & Vishkurti, M. (2016). Creating a model culture of management
change. Annals of the University of Oradea, Economic Science Series, 25(1), 871-
880.
Ferguson, E. (2018). Travel demand management and public policy. Routledge.
Laudon, K. C., & Laudon, J. P. (2016). Management information system. Pearson
Education India.
Li, P. (2015). Jira Essentials. Packt Publishing Ltd.
Parisio, A., Rikos, E., & Glielmo, L. (2014). A model predictive control approach to
microgrid operation optimization. IEEE Transactions on Control Systems
Technology, 22(5), 1813-1827.
Pillai, A. K. R., Pundir, A. K., & Ganapathy, L. (2014). Improving information technology
infrastructure library service delivery using an integrated lean six sigma
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framework: A case study in a software application support scenario. Journal of
Software Engineering and Applications, 7(06), 483.
Radosavljević, J., Jevtić, M., & Klimenta, D. (2016). Energy and operation management
of a microgrid using particle swarm optimization. Engineering
Optimization, 48(5), 811-830.
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