Improving IT Services at Celanese Using ITIL and ITSM

This report focuses on improving IT services at Celanese using the ITIL and ITSM frameworks. The analysis begins with an assessment of the current IT operations, which were below average, and suggests improvements based on the 5-point maturity model. The report highlights the importance of cost-cutting measures and aligning IT projects with strategic goals. It also outlines the implementation of ITIL practices, such as hiring ITIL specialists and providing training programs. The report then explores the use of the RACI model within the Operations Support Model (OSM) to define roles and responsibilities during organizational changes. The goal is to enhance the delivery of value to both internal and external customers. The report includes references to relevant literature on ITIL and its benefits.

Running head: INFORMATION TECHNOLOGY MANAGEMENT
Information Technology Management
Name of the Student:
Name of the University:

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1. Using ITSM and ITIL framework, analyzing the ways to improve IT
service at Celanese
According to the IT assessment at Celanese, the current IT operations were below
average and the processes were at level 2. It is of repeatable category focused on 5-point
maturity model of Hewlett Packard. It is recommended that Celanese was focused to improve
ITIL process started from the service level agreement and continued to change, issues, and
release as well as configuration model (Lema et al., 2015). The second way to improve the IT
services at Celanese was focused on cost cutting of the IT organization. Because of economical
breakdown in the year 2009, there was a decrease in budget of IT organization by 30%. It allows
the organization to approve the IT projects those can support strategic direction plus
demonstrated a payback period of 1 year. In order to improve over the organizational failures,
the organization supports ITIL and ITSM framework for taking following initiatives such as:
 Hiring of ITIL specialists for managing the information which are used to
generate reports on change and incident management
 Training program of ITIL foundations
Those mentioned initiatives were undertaken in the year 2008 with implementation of
network automation system and classification of issues for reducing escalation into the incident
management.

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2. RACI model adopted in Operations Support Model (OSM)
OSM is visual representation of how the organization is delivering value to both internal
as well as external customers. This model is helpful for managers to understand organizational
changes which might affect the business value. In this OSM model, RACI model is adopted to
identify roles as well as responsibilities of the team members throughout change process of the
business organization (Galup, Dattero, & Quan, 2016). When the people those are involved in
ITIL framework improvement are identified to achieve the tasks, then the client can identify the
delivery items of the organization to them. It is a tool which the organization uses to align the
employees.

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References
Galup, S. D., Dattero, R., & Quan, J. (2016). The Compensation Benefit of ITIL® Skills and
Certifications. International Journal of Service Science, Management, Engineering, and
Technology (IJSSMET), 7(2), 1-15.
Lema, L., Calvo‐Manzano, J. A., Colomo‐Palacios, R., & Arcilla, M. (2015). ITIL in small to
medium‐sized enterprises software companies: towards an implementation
sequence. Journal of software: evolution and process, 27(8), 528-538.