2806ICT: IT Service Management - Celanese Report & Reflective Learning Journal Assessment Answer

Subject Code: 2806ICT Internal Code: E_AI_DHHE_BJG

Celanese Report & Reflective Learning Journal Assessment Answer

TASK: Your task is to present a further analysis on the Celanese case. In your report also advise the CIO about some aspects in the case. a) The global operations manager of Celanese sees ITIL as a “great starting point for the next generation of IT integration initiatives”. Do you agree/disagree with the operations manager? Briefly explain your view. How would you begin the journey? b) In 2007 the HP assessment of Celanese IT processes highlighted three key issues (problems) with regard to the reasons underlying the low maturity level. If you were in the HP assessment panel, what recommendations (process improvements/tools/approaches) would you make to Celanese to address each of these three problems? In your answer justify your recommendations to each of the problems highlighted in the HP assessment. c) Following the HP assessment, a number of ITIL initiatives were undertaken in 2007-09. Now, undertake a high-level maturity self-assessment for overall IT service management, and a number of more detailed ITIL v3 processes that are outlined in the Celanese case. Use maturity ratings tools to rate and record your assessments. Discuss what the maturity levels mean to the CIO and offer recommendations as to process improvement. From the literature, what evidence is there to support your recommendation? d) Discuss on how a process improvement to a higher level would benefit Celanese management of its IT services. e) Are there any limitations to the ITIL approach to maturity assessment that you should advise the CIO of?

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