2806ICT –IT SERVICES MANAGEMENT School of Information & Communication Technology Trimester 1, 2017 Celanese Report & Reflective Learning Journal This two-piece assignment relates to your ITIL Celanese report (30%) & learning journal (20%);in total worth 50%. Preamble: You are to make recommendations to the CIO of Celanese regarding a proposed ITSM solution.Now that you’ve read and are familiar with the case, you know that their IT operations and processes ‘work’ to some extent, but now they need better processes in place and advice to enable Celanese to move forward to a become a mature ITIL v3.1 user. To do: 1. Analysis. Your task over the next 6 weeks is to present your analysis findings based on your chosen ITSM tool. Your 3,000-4,000 word report needs to address the following Qs: a) What ITSM tool would you recommend to the Celanese CIO? b) What criteria did you use to select the ITIL tool? c) Where did you get your advice from to evaluate and choose the ITSM vendor and ITIL tool? d) What are the tool features and what phases of the ITIL service lifecycle and processes does it support? e) Is the tool ITIL compliant? f) How does the tool handle ‘ticketing’ and in what ITIL phases? g) What service desk model would you recommend? h) Produce a service level agreement between the Infrastructure group and the rest of Celanese business units for the provision of a service desk function. i) 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. Are there any limitations to the ITIL approach to maturity assessment that you should advise the CIO of? 2. Advice. In your report advise the CIO about the following aspects reported on in the case: a) The value of increasing ITIL process maturity. b) The appropriateness of starting with the processes identified on page 22. c) The merits of process, and why other organisations world-wide are adopting a process-oriented approach to the management of IT services. d) How best to undertake the project evaluation process, that is, the prioritising, approval and selecting of new application projects? e) Page 24 alludes to a business alignment goal. Advise the CIO about how ITIL attempts to align IT with business? f) What would you say to the CIO about IT’s culture. Is it compatible with the principles of ITIL? g) What are the implications for the successful implementation and adoption of ITIL where business customers did not want service levels, shirked responsibility for SLAs, and did not want to be held accountable for costs and the delivery of IT services? h) Inform the CIO of the ITIL process(es) that would ensure that business-critical services could not go into production without IT operations knowledge. NOTE: An individual progress report including your reflective learning journal must be submitted in Week 8in person in your workshop for feed-forward. If you do not submit a draft report and a draft learning journal in Week 8, your final report due in Week 11 will be marked out of 40 and not 50. In effect, you will lose maximum 10 marks for not being conscientious and for not starting on time. Marking Criteria. Please refer to the above specific topics, and address them in your report. The mark weightings are as follows: Part A. Analysis of Celanese Questions Marks Tool choice and your decision-making 1(a)-1(e) 3 Ticketing & service desk model 1(f)-1(g) 2 SLA 1(h) 5 Maturity ratings, self-assessment, discussion of ratings, limitations, and recommendations 1(i) 10 Part B. Your advice to the CIO Alignment of IT with business, value to Celanese 2(e) 2 Merit of process improvement 2(a)-(d) 2 Discussion of IT culture and compatibility with ITIL 2(f) 2 Reluctance of business involvement or ‘buy-in’ 2(g) 2 Relevant process(es) to avoid a situation where new releases go into production without IT operations’ knowledge 2(h) 2 Subtotal 30 Part C. Your Learning Reflection Genuine, authentic, honest and a detailed reflection on your learning, where the focus is on you, and only your learning experiences. Depth of discussion about your identified learning strategies: what worked for you, what didn’t work, what you would do differently next time, etc. Not a diary, or a list of things you did each week, nor a discussion of course topics. 15 - 20 As above but with very few words, or reads like it was ‘written the night before’. 10 - 14 Most of the journal is focused on the course and topics within it. Minimal reflection, no depth of introspection, little discussion of learning strategies or what you ‘experienced’ in the course. < 10 No reflection. Simply a discussion about the course, the contents and your opinion of it. Reads like a diary. “I did this this week, I did this the next”. Boring. 0 Subtotal 20 Part D. Did not submit a satisfactory draft in Week 8 (maximum penalty) -10