Service Desk Model for Celanese

Information Technology service at Celanese

Information Technology service at Celanese is a very essential service in the company. There were various challenges facing the IT service and thus led to the development of various software to help solve the problem. The software includes; the ITIL and OSM. The present analysis is presenting the report on the great impact the software had to Celanese (according to the case study) and some of them are addressed.

Issues of IT services at Celanese

Lack of a centralized IT organizational structure.

The distributed IT organizational structure led to lack of cost transparency in the organization and thus a huge loss since significant amounts of money was spent unknowingly

Budget overruns.

Budget overruns in Celanese Corporation is as a result of a deprived scheme valuation process of approving latest submitted projects while excluding sufficient consideration for the expenses of servicing and maintenance hence was impossible to manage the firm’s budgets

ITIL best practices to overcome these issues

ITIL was a group of the greatest practice intended for organizing IT operations. It provided a broad laid down processes so as to address a range of issues being faced in relation to the IT service at Celanese Corporation. The Service Support feature in ITIL helped in provision of IT services which entailed; occurrence supervision, an examination counter, amendments, managing the various setbacks encountered, discharge managing and Configuration execution which helped to address the issues above. The ITIL process comprised of the Service-Level organization, which still continues with amendments, managing setbacks encountered, release execution, and configuration management. Furthermore, the service organization guarantee the time and where the approved services are delivered. Additionally, alteration organization ensures that all the amendments to configure things are approved elsewhere in a deliberate and certified approach. On the other hand, the predicament department solves the basis of occurrences, and therefore helps to minimize the unfavorable effects of incidents. Release management implements the actions for the allocation and fixing of change in IT systems and last process configuration management tracks the entire being arrangement of things in the system. Thus, the entire progression of ITIL is important in IT service at Celanese since it ensures that IT services are provided in a client-friendly and cost optimized manner.

The OSM alignment with the ITIL framework

The progression of the Operations Support Model (OSM) was provoked by the result of the ITIL evaluation and the extremely challenging accomplishment of a fiscal appliance termed as the ‘APware’. The OSM aligns with the ITIL framework since it adopts the model of the ITIL process to structure and to guarantee the checklists’ wholeness. The process that created the checklist’s rows in OSM resulted from ITIL. It also applied ITIL’s distinction between service owners and a number of processes owners. Besides, it is pointed out in the case study that OSM one of the means of selling ITIL while avoiding the calls.

ITSM Tool and potential benefits to Celanese

After an extensive research, I found the best ITSM software tool which one can assess to be ITIL compliant is the Smart IT Service Management Software tool. The tool is widely used a significant number of people as well as the business operating firms. The tool has vast features, such as it is user friendly, easy to use and setup, it gives a self-sustaining ITSM solution and it is also efficient. The software supports various ITIL processes like, the release management, change management. and problem management.

I would advise Celanese to use that ITSM software because the software is very cheap in terms of implementation costs thus enabling the company to save. The tool also provides a 21 days trial whereby it is free and thus one can choose to interact with the software during the free trial. The software is user friendly and easy to use thus it requires few skills and thus will help to save time and costs for the company. The system also provides Self-sustaining solution and thus satisfying the best services to the clients

Service desk model for Celanese.

I would recommend a Centralized Service Desk Model for Celanese, since such model cuts the sum of service desks through combining them to form a sole location or a reduced number of locations. The model is more efficient and thus cost-effective as it lets fewer staff to handle a significant number of calls in a short period of time. Besides, such type of Service Desk model is mainly suitable for an enterprise which handles large volumes of tickets and comprising of a fewer set of staff members. In Celanese’s case, it handles vast number of projects and thus this type of Service Desk Model will be effective to use. It will also aim at forming a centralized organization and thus issues addressed will be solved thus enabling transparency in the organization. The Service desk Model also aims at being cost effective and thus reducing cases of budget overruns and unknowingly expenditures. Thus, the model helps to save time and efforts as the users do not have to login to different applications for different issues.

Recommendation

I recommend the ISM software tool to be implemented by Celanese since it will be of great impact. I also recommend the use of the Centralized Service Desk Model because it will aid in addressing the It service issues.

The IT service at Celanese should also focus on internal projects rather than aiming much at improving their own operations. They should also aim at proving the best IT services.

REFLECTIVE LEARNING JOURNAL

My experience

Conducting an analysis on ITSM in a Celanese firm was an enjoyable experience as it was a study of things that pertain to my primary and future career in the Information Technology sector, which is why I approached the paper with an optimistic mind. Even though it was challenging at times to motivate myself to complete the task, on the whole I enjoyed the research and realized that the work was manageable than initially thought. Reading the weekly notes and analysing began out exciting as I acquired knowledge about ITSM, although near the end it turned out to be somewhat redundant in the information I read and annoying when I missed the information I was searching. Overall, I feel that the study has been both an enjoyable and a valuable experience. Although, I initially approached the research with little knowledge on ITIL and ITSM, after spending weeks researching and analysing I can now confess I have learned more than what I ever could have hoped about ITSM.

Gained Knowledge

Through undertaking the analysis, comprehensive and vast knowledge has been gained. In the process of the research, I was able to understand the ITIL service cycle, including service design, strategy, operation, transition, and continual-service-improvement. Moreover, I acquired knowledge on the significance of ITSM as practice. As Information Technology learner, I was able to acquire knowledge on ITIL structure, terminology, basic skills and concepts in implementing best practices in ITSM. Additionally, I was also able to understand the approach of ITIL and concepts of ITSM. The other acquired lesson is on how resources of Information Technology need to be organized to deliver the value of business, how to document functions, processes, and functions of ITSM. Thus, to gain more understanding of how ITSM as a practice and ITIL operates I am going to do more research from the library books through studying the companies which have failed in regards to adopting ITSM and the ones that have succeeded. I will also ask the professors for more notes and explanations in areas that I find hard to understand. Furthermore, for further understanding am planning to visit companies such as Celanese and interact with decision makers on the issue of ITSM and how they make it work efficiently.

My learning

Conducting the analysis has improved my professional competency level in several ways. Firstly, the process of conducting research on the web to identify a tool of ITSM software that I believe could be important for Celanese to utilize for the purpose of improving some organisation’s aspect increased the my skill of problem solving. The analysis also enhances my capacity of critical thinking since most of the areas need me to correlate to the real life situation in regards to the Celanese context. Furthermore, I also learnt how adopting ITSM in a firm is challenging which has increased my level of decision-making since only appropriate steps are required for a successful implementation of ITSM. Through the analysis, I also learnt how to utilize the theoretical framework and aspects in real situations and developing a model that is applicable and functional. Finally, due to analysis my professional interest has been heightened on the subjects linked to ITIL and ITSM.

Academic development

The analysis was of great significance in my academic development since it has not been long since I joined the University and I needed to evaluate if I was taking the right career path. As I was performing the analysis I realized the Information Technology course and path I chose was the right one since I was able to understand the Celanese which needed a student who is IT-oriented. Since my short-term goal in campus is to score a high grade in every Information Technology related courses, analysis proved to me it is possible since I feel have analyzed the case study thoroughly. My long-term goal in the University is to achieve a first class honors in my degree course which seems possible since I can easily internalize the concepts and theories easily. I seem to be on the right track since seriousness and handwork is all needed to achieve my long-term goal which I proved through the extensive research and analysis.

Professional development

The analysis has improved my professional development in several ways. Firstly, it has enhanced my time management and planning skills. The acquired skills are linked with the potential to sort and identify management issues. With management skills, I stand in a position to lead to adoption of ITSM in regards to budget, planning, time-management, and decision making. The analysis has also improved my organization skills. A proper outline of the entire report helped me to attain success in a less period of time. Attaining organizing skills means am no in a recommendable position to be a CEO in Information technology related firms that need or use ITIL and ITSM for customer satisfaction. Besides, the analysis has aided me to develop problem-solving skills and critical thinking.

Personal development.

The analysis helped me evaluate myself, and I have realized I am more capable than I initially though I am. At first, I thought the unit was so hard, but through the analysis I have I realized I can handle more than I think. The analysis has helped gain confident and self-esteem which I lacked at the start of course. Through confidence gained, I am likely to have a smooth life in the University especially when it comes to handling classes and assignments. Since I am about passionate about Information Technology and usually like to learn something new each day, I am living the most of myself through reading and exploring IT books and articles.

References

Beynon-Davies, P. (2013). Business information systems. Palgrave Macmillan.

Omoteso, K. (2016). Audit effectiveness: meeting the IT challenge. Routledge.

Schultze, U. (2011). Finding the process edge: ITIL at Celanese. Journal of Information Technology Teaching Cases, 1(1), 22-39.