2806ICT IT Service Management Report: Celanese Case Study Analysis

This report provides an analysis of IT service management at Celanese, focusing on processes, functions, and their integration within the organization. It explores service portfolio management, financial management, and strategy management, highlighting the application of ITIL best practices. The report discusses the chosen RACI model and difficulties encountered in the operations support model (OSM), particularly within the application group. Furthermore, it recommends the ManageEngine ServiceDesk Plus as a suitable ITSM software tool, evaluating its advantages and disadvantages. The analysis concludes with insights into how Celanese can enhance its service management for more efficient IT service operations and the key processes and functions used.