Executive Summary

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.

1.0 Introduction

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.

2.0 Analysis and Recommendation

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.

3.0 Reflective Learning Journal

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.

References

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.

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