This document analyses the Celanese organization management system in the provision of services. HP assessed the organization, and some problems were identified from its management system. This document provides recommendations and how the implementation of the ITIL system will go a long way in improving the quality services offered. Additionally, this document also gives a personal reflection of lectures from week six to ten.
Keywords: ITIL, process and function, strategy, service strategy (SS), CIO.
After the assessment of the company’s IT system in 2007 by HP, HP put forward some problems that the company needed to solve to ensure proper service delivery its IT sector. It was recommended that the Information Technology Infrastructure Library be put in place in the company’s IT systems for the improvement of the company’s efficiency. This document elaborated on the problems highlighted by HP and provides the proper recommendations to the Chief Information Officer for appropriate management of the systems in the organization.
The global operations manager of Celanese sees that ITIL to a starting point for the next generation of IT integration initiatives. This view by the global operations manager is the correct one. This is because the information technology infrastructure library which would collect the best practices of IT operations management. The ITIL would provide the necessary series of books required for the management process complete with the set of goals checklists for tasks and the procedures to be followed. Additionally, the ITIL has been developed and upgraded for several years since the 1980s when the British government first introduced it. The last upgrade was done in the year 2007, and it had it was termed as being v3 as it had a total of five books which followed a practical sequence. The first one was a strategy for services which elaborated how the development of a business-driven strategy for the management of IT services was done. The second one was the service design, which elaborates on how a chosen design would be managed (Persse, 2016). The third book was the transition of services, and it had details of how the system that was newly designed would be transitioned into the production environment. The fourth book was on operations of services; it elaborated on how the operations would be supported in an ongoing fashion. Finally, the fifth book is the continual improvement of services, which elaborates on how the procedures and process will be improved continually. When this ITL system is adopted, the company will achieve its aligned goals more effectively and efficiently.
Some of the problems that faced Celanese after the assessment was done was that the company had a weak IT service management system as it had a score that was below average. It had a low level of service maturity. High risk to reliably deliver services to its customer base. However, some of the solutions would include setting up of formal-service-level management that would ensure that the business is aligned to the requirement of the company. Improve transparency in the production environment that would consist of intensified reporting, collection, and distribution of information. Formalization of process affiliated to service-level management process which includes of a service-level agreement for every service they provide. There should be a standard procedure for documentation and move to a solution tool that is federated or single. These recommendations would go a long way in ensuring that the company avoids its problems and prospers in its process. However, the CIO of Celanese found it challenging to implement the recommendations that were proposed by HP due to the lack of discipline in the organization.
Although the recommendations from HP had not served its entire goal, the efforts of ITIL the organization focused on the reengineering of their management and service provision structure. First, the organization changed its management system the other management of the incident and the third the management of problems. The director of the infrastructure in IT invested in training heavily, and this was done as she sponsored four of the ITIL classes that members from the IT groups were able to attend without payments. This initiative was able to train a total of 108 professionals globally. By doing this the recommendations that were initially proposed by HP and from the director of IT infrastructure, several individuals had now begun believing on the merits of ITIL.
The level of maturity mean means that an organization or a company can handle its operations well and document its process in a standardized manner. Attaining a full maturity level involved the directors of it becoming more rigorous in their management process, which was not suitable for the Celanese at the time. However, a high-level maturity would go a long way in building an excellent reputation for the organization. To process its improvement, it is essential for CIO in Celanese to provide quality services from the process of ITIL. The method of ITIL should be a function which is a group of people or a team using tools stated in the ITIL to perform one or more activities.
Improvement of the process ensures that the organization is efficient. Development of services ensures that there is proper management in the organization. This will ensure that services are appropriately delivered and utilized by the business. It is appropriate over the sight of the infrastructure, technology, and tools that are required for the delivery of services to both the clients and the organization itself. Improvement of the process will also see that the operations in the organization are appropriately handled. It will also ensure that customers are provided with quality services, and they get the value of their time and money through support and proper communication. Improvement of the process will also ensure that the performance is monitored. Development of services will go a long way in seeing Celanese prosper and attain high-level maturity.
Having a high-level maturity in the ITIL approach has its limitations. It is essential for Celanese to get each process right. Otherwise, it would automatically run out of business. It is necessary for the CIO to pay attention to the implementation process of ITIL as it should be more of the top-down push of the system, so that much pressure is not put into doing what is right. A top-down implementation process would ensure that the process is quick, and it is less painful (AlShamy et al., 2012). It is essential for the company to deal with its broken system, for instance, a standard documentation process throughout the organization. However, it was not until the end of two years that the company would experience a reduction in cost from ITIL, there was an expectation that ITIL would eradicate the process of rework, its steps processes, and even people. To add on that, improvement of the maturity process would increase the pool of external service providers that are viable, which would also lead to an increased competitive rate of outsourcing. However, due to the challenge of having poor maturity and imperfect documentation process, outsourcing is tricky. The process was also costly, and it would lead the company into debts that might bankrupt the company if the system is not implemented correctly.
Learning since the lectures from week six to 10 has equipped me with a lot of necessary knowledge required in running of an information technology firm. By the end of week ten, I was able to know the functions and process of the service operation phases and the activities involved in this process. Service operation process goals include management. From this goal, I was able to learn how services are to be utilized in an information and technology firm. What are the process is in this phase and the infrastructure, tools, and technology necessary or the delivery of information technology services? How to manage daily operations in an IT firm and provision of value to customers. Additionally, I was able to learn how to monitor performance through the collection and assessment of metric data. Service operations minimize the effect of outages of services on daily business activities that ensure that users that are authorized are the ones who get access to the agreed IT services. These services include technological products such as software, the process of service management, and the services themselves, which include service assets that are made up of resources and capabilities. It is through this learning that I have been able to acquire problem-solving skills through events, problems, and incidences. I have been able to learn the difference between an incident a game and a challenge. A problem causes the occurrence of one or more incident while a game is the change of state that is significant to the management of services and an event is an interruption that is unplanned for IT services, and it has adverse effects on the quality of services delivered.
It is from these lectures that I was able to learn about service strategies and the definition of strategy. A strategy is defined as being a plan or a method that is chosen by an organization to bring a future that is desired in an organization or a company. For instance, the achievement of a particular goal or solution to a problem facing an organization. Reflecting on these lectures, I have also been aware of how Information Technology Infrastructure Library guides on how and what to develop the design and implement in the management of IT services that are aligned with needs of a business. How and why something should be done for a company to prosper. Customers do not buy services; instead, customers seek to acquire the fulfillment of particular needs. It is through this lectures that I was able to learn that customers are not concerned about the ownership risks such as expenses, maintenance and several other dangers of services that are offered by the IT firm’s but rather they want the satisfaction of their business requirements. This is an aspect that has been overlooked by several IT organization, and as a result, there has been a gap between them and the business they serve.
Through the lectures, I was able to learn of the purpose of the service strategy stage of the lifecycle service which defined the perspective, plans, patterns, and position that a provider of services needs to be able to execute and to meet the outcomes of business organizations. This was achieved through an understanding of who the customers of IT are and the type of services offerings that are necessary for meeting the needs of the customers. Service strategy was also about assessing the resources and capabilities of IT that are necessary for the development of offerings that are needed by the customers, what is required to execute or deliver IT services to its customers successfully. Finally, through a service strategy, I was able to learn that the cost of providing IT services to customers should be consistent with the value delivered to the customers.
The definition of value and what creates value is also another aspect that I was able to acquire from the lectures. The amount of service is determined by the customer, and it is based on their ability to be satisfied by the specific IT service offered by the firm. On top of that, I learned the definition of process function and process from the ITIL point of view. According to ITIL, a method is driven by process, it is measurable, and it is as a result of a response to specific triggers, and the results delivered are particular to the stakeholders or customers. Function, on the other hand, is defined as that which supports the process such that it involves specific procedures which are specified by people and they use tools which can be either automated or manual for the instructions at work to be carried out.
In conclusion, from week six lectures to week ten lectures, I was able to learn how ITIL is a useful tool in bridging the gap between IT services and creation of business to a particular IT firm. The ITIL system ensures proper management of services and efficient running of process in an IT organization for the company to meet its goals.
Persse, J. (2016). The ITIL Process Manual. Van Haren.
AlShamy, M. M., Elfakharany, E., & ElAziem, M. A. (2012). Information technology service management (ITSM) implementation methodology based on information technology infrastructure library ver. 3 (ITIL V3). International Journal of Business Research and Management, 3(3), 113-132.
Are you busy and do not have time to handle your assignment? Are you scared that your paper will not make the grade? Do you have responsibilities that may hinder you from turning in your assignment on time? Are you tired and can barely handle your assignment? Are your grades inconsistent?
Whichever your reason is, it is valid! You can get professional academic help from our service at affordable rates. We have a team of professional academic writers who can handle all your assignments.
Students barely have time to read. We got you! Have your literature essay or book review written without having the hassle of reading the book. You can get your literature paper custom-written for you by our literature specialists.
Do you struggle with finance? No need to torture yourself if finance is not your cup of tea. You can order your finance paper from our academic writing service and get 100% original work from competent finance experts.
While psychology may be an interesting subject, you may lack sufficient time to handle your assignments. Don’t despair; by using our academic writing service, you can be assured of perfect grades. Moreover, your grades will be consistent.
Engineering is quite a demanding subject. Students face a lot of pressure and barely have enough time to do what they love to do. Our academic writing service got you covered! Our engineering specialists follow the paper instructions and ensure timely delivery of the paper.
In the nursing course, you may have difficulties with literature reviews, annotated bibliographies, critical essays, and other assignments. Our nursing assignment writers will offer you professional nursing paper help at low prices.
Truth be told, sociology papers can be quite exhausting. Our academic writing service relieves you of fatigue, pressure, and stress. You can relax and have peace of mind as our academic writers handle your sociology assignment.
We take pride in having some of the best business writers in the industry. Our business writers have a lot of experience in the field. They are reliable, and you can be assured of a high-grade paper. They are able to handle business papers of any subject, length, deadline, and difficulty!
We boast of having some of the most experienced statistics experts in the industry. Our statistics experts have diverse skills, expertise, and knowledge to handle any kind of assignment. They have access to all kinds of software to get your assignment done.
Writing a law essay may prove to be an insurmountable obstacle, especially when you need to know the peculiarities of the legislative framework. Take advantage of our top-notch law specialists and get superb grades and 100% satisfaction.
We have highlighted some of the most popular subjects we handle above. Those are just a tip of the iceberg. We deal in all academic disciplines since our writers are as diverse. They have been drawn from across all disciplines, and orders are assigned to those writers believed to be the best in the field. In a nutshell, there is no task we cannot handle; all you need to do is place your order with us. As long as your instructions are clear, just trust we shall deliver irrespective of the discipline.
Our essay writers are graduates with bachelor's, masters, Ph.D., and doctorate degrees in various subjects. The minimum requirement to be an essay writer with our essay writing service is to have a college degree. All our academic writers have a minimum of two years of academic writing. We have a stringent recruitment process to ensure that we get only the most competent essay writers in the industry. We also ensure that the writers are handsomely compensated for their value. The majority of our writers are native English speakers. As such, the fluency of language and grammar is impeccable.
There is a very low likelihood that you won’t like the paper.
Not at all. All papers are written from scratch. There is no way your tutor or instructor will realize that you did not write the paper yourself. In fact, we recommend using our assignment help services for consistent results.
We check all papers for plagiarism before we submit them. We use powerful plagiarism checking software such as SafeAssign, LopesWrite, and Turnitin. We also upload the plagiarism report so that you can review it. We understand that plagiarism is academic suicide. We would not take the risk of submitting plagiarized work and jeopardize your academic journey. Furthermore, we do not sell or use prewritten papers, and each paper is written from scratch.
You determine when you get the paper by setting the deadline when placing the order. All papers are delivered within the deadline. We are well aware that we operate in a time-sensitive industry. As such, we have laid out strategies to ensure that the client receives the paper on time and they never miss the deadline. We understand that papers that are submitted late have some points deducted. We do not want you to miss any points due to late submission. We work on beating deadlines by huge margins in order to ensure that you have ample time to review the paper before you submit it.
We have a privacy and confidentiality policy that guides our work. We NEVER share any customer information with third parties. Noone will ever know that you used our assignment help services. It’s only between you and us. We are bound by our policies to protect the customer’s identity and information. All your information, such as your names, phone number, email, order information, and so on, are protected. We have robust security systems that ensure that your data is protected. Hacking our systems is close to impossible, and it has never happened.
You fill all the paper instructions in the order form. Make sure you include all the helpful materials so that our academic writers can deliver the perfect paper. It will also help to eliminate unnecessary revisions.
Proceed to pay for the paper so that it can be assigned to one of our expert academic writers. The paper subject is matched with the writer’s area of specialization.
You communicate with the writer and know about the progress of the paper. The client can ask the writer for drafts of the paper. The client can upload extra material and include additional instructions from the lecturer. Receive a paper.
The paper is sent to your email and uploaded to your personal account. You also get a plagiarism report attached to your paper.
PLACE THIS ORDER OR A SIMILAR ORDER WITH US TODAY AND GET A PERFECT SCORE!!!
We provide professional writing services to help you score straight A’s by submitting custom written assignments that mirror your guidelines.
Get result-oriented writing and never worry about grades anymore. We follow the highest quality standards to make sure that you get perfect assignments.
Our writers have experience in dealing with papers of every educational level. You can surely rely on the expertise of our qualified professionals.
Your deadline is our threshold for success and we take it very seriously. We make sure you receive your papers before your predefined time.
Someone from our customer support team is always here to respond to your questions. So, hit us up if you have got any ambiguity or concern.
Sit back and relax while we help you out with writing your papers. We have an ultimate policy for keeping your personal and order-related details a secret.
We assure you that your document will be thoroughly checked for plagiarism and grammatical errors as we use highly authentic and licit sources.
Still reluctant about placing an order? Our 100% Moneyback Guarantee backs you up on rare occasions where you aren’t satisfied with the writing.
You don’t have to wait for an update for hours; you can track the progress of your order any time you want. We share the status after each step.
Although you can leverage our expertise for any writing task, we have a knack for creating flawless papers for the following document types.
Although you can leverage our expertise for any writing task, we have a knack for creating flawless papers for the following document types.
From brainstorming your paper's outline to perfecting its grammar, we perform every step carefully to make your paper worthy of A grade.
Hire your preferred writer anytime. Simply specify if you want your preferred expert to write your paper and we’ll make that happen.
Get an elaborate and authentic grammar check report with your work to have the grammar goodness sealed in your document.
You can purchase this feature if you want our writers to sum up your paper in the form of a concise and well-articulated summary.
You don’t have to worry about plagiarism anymore. Get a plagiarism report to certify the uniqueness of your work.
Join us for the best experience while seeking writing assistance in your college life. A good grade is all you need to boost up your academic excellence and we are all about it.
We create perfect papers according to the guidelines.
We seamlessly edit out errors from your papers.
We thoroughly read your final draft to identify errors.
Work with ultimate peace of mind because we ensure that your academic work is our responsibility and your grades are a top concern for us!
Dedication. Quality. Commitment. Punctuality
Here is what we have achieved so far. These numbers are evidence that we go the extra mile to make your college journey successful.
We have the most intuitive and minimalistic process so that you can easily place an order. Just follow a few steps to unlock success.
We understand your guidelines first before delivering any writing service. You can discuss your writing needs and we will have them evaluated by our dedicated team.
We write your papers in a standardized way. We complete your work in such a way that it turns out to be a perfect description of your guidelines.
We promise you excellent grades and academic excellence that you always longed for. Our writers stay in touch with you via email.