This paper describes the significance of the implementation of Service Desk based on ITIL framework. For the reference model is taken a Service Desk in Telecom operator which solves hundreds of users incidents, problems and requests during a one day. The aim of the paper is to compare the results of normal working a Service Desk before the implementation of ITIL and after the implementation of ITIL. The result of this comparison should show that a Service Desk with the implemented ITIL processes has achieved a better results than a Service Desk which doesn't contain processes from ITIL. For the implementation of ITIL Service Desk are chosen all processes which are dealing with users: Service Level Management, Supplier Management, Change Management, Event Management, Incident Management, Request Fulfillment and Problem Management. This paper gives a focus to the implementation of Service Desk solutions based on ITIL framework in any business environment in order to increase the business productivity. Key-Words: ITIL, Service Desk, Service Level Management, Supplier Management, Change Management, Event Management, Incident Management, Request Fulfillment, Problem Management.

Insurance companies are today faced with the challenge of solving of increasing number of user's incidents, problems and requests. These companies are introducing and producing new IT services which are delivered to users every month. All today's insurance companies have some Customer Relationship Management (CRM) tools which are responsible for solving all these tasks. But the problem is variety of all these tools which are producing positive results in some departments and not so positive results in some other departments. The only solution for all insurance companies is to introduce Service Desk solutions which are based on IT Service Management (ITSM) 'best practises'. This paper describes Service Desk solution for insurance companies that was developed on Sarajevo School of Science and Technology (SSST) University in Sarajevo. The aim of the paper is to analyze results after the implementation of Service Desk solution in one insurance company in Bosnia and Herzegovina and to compare these results with results that are achieved before the implementation of Service Desk solution. The new developed Service Desk solution contains 6 ITSM processes: Supplier Management, Change Management, Event Management, Incident Management, Request Fulfillment and Problem Management. Key-Words: ITSM, Service Desk, Supplier Management, Change Management, Event Management, Incident Management, Request Fulfillment, Problem Management.

: - This paper presents the process of Information Security Management System (ISMS) implementation by taking all guidances from ISO 27001:2013 standard in one Service Provider in Bosnia and Herzegovina. This Service Provider provides to its customers a hosting and an e-mail service. The paper is divided in two parts. The first part describes a preparation of Statement of Applicability (SoA) document and Risk Treatment Plan (RTP) document with a collection of recommendations for the improvement of this system. The second part describes results after the implementation of previous recommendations and gives a final set of recommendations for the improvement of the entire system. This paper has a scientific value because it gives a set of new recommendations for the improvement of ISMS system by using a new ISO 27001 standard from 2013. The same analysis could be done not just in service providers or telecom operators but also in many other companies or organizations.

A major challenge facing all law-enforcement and intelligence-gathering organizations is accurately and efficiently analyzing the growing volumes of crime data. Cybercrime refers to any crime that involves a computer and network, where computer may or may not play an instrumental part in the commission of the crime. Detection and investigation of cybercrime can likewise be difficult because busy network traffic and frequent online transactions generate large amounts of data, only a small portion of which relates to illegal activities. In this paper, we are focusing on technologies that can help to improve the effective investigation of cybercrime, facilitate police work and enable investigators to allocate their time to other tasks. We have developed an IP mapping tool called MIPA that combines online mapping techniques and IP geolocation technology, and uses application functionality from disparate web sources. The emergence of the Web 2.0 and user-friendly online mapping techniques have created public interest in contributing information through Webenabled geospatial tools. Moreover, IP geolocation is essential in law enforcement to identify the appropriate jurisdiction to handle enforcement of computer crime statues. Cybercrime investigators must apply a spectrum of techniques to discover associations, identify patterns, and make predictions. We have developed a tool that can be of great help law enforcement agencies during cybercrime investigations and to improve its accuracy and efficiency. Key-Words: Cybercrime Investigation, IP geolocation, Maps API, Mapping solutions

The results of measurements have showed that ITIL 2011 framework has not achieved satisfactory results for twelve processes. On the other hand, some other complementary IT service management frameworks and standards have achieved positive results of implementation for the same processes. The complementary analysis between ITIL and other complementary ITSM frameworks and standards has produced 131 new models: 31 models from CobiT, 15 models from PRINCE2, 63 models from eTOM, 7 models from ISO/IEC 20000 and 15 models from ISO/IEC 27000. The next step is a measurement of these 131 models and the creation of final models for ITIL 2011 framework which will be described in next paper. For next measurements, the same key performance indicators and critical success factors will be used as in first measurement. The aim is to produce new final models of ITIL 2011 framework with a positive result for almost every process of that model. Key-Words: Define a strategic plan and the information architecture, Define the IT processes, organisation and relationships, Define and manage service levels, Define and manage performance and capacity, Educate and train users, Organization – Controlling a Stage, Assurance Customer Relationship Management, Assurance Service Management & Operations, Assurance Resource Management & Operations, Fulfillment Service Management & Operations, Capacity Management, Supplier Management, Establish ISMS, Implement and operate ISMS, Monitor and review ISMS, Maintain and improve ISMS.

Triple Play service is now one of the most important services for Telecom operators. This service contains: IPTV, VoIP, VoD, Internet and in some cases even fixed telephony and mobile telephony. The aim of Telecom operators is to improve this service by introducing some new subservices to get better business results. One example of these subservices is a Hosting service. This paper describes the process of introducing of Hosting system in one Telecom operator in Bosnia and Herzegovina and compares business results of Telecom operators without a Hosting service and with a Hosting service which is integrated into Triple Play. This paper has a scientific value because it describes steps of introducing Hosting service into Triple Play and describes the importance of Hosting service for Telecom operators.

ITIL is the most popular methodology for the management of IT services. ITIL in version 3 is created in 2007 but the last update of this version is created in 2011. This paper describes differences between these 2 versions in the implementation of the IP Multimedia Subsystem (IMS system) in one Telecom Operator in Bosnia and Herzegovina. The aim is to see how much is better ITIL V3 from 2011 than the ITIL V3 from 2007. The result of the paper is also a set of suggestions for the future ITIL V3 improvement. The paper has a scientific value because it introduces a new ITIL V3 model into telecommunication industry and describes advantages of a new model compared to the old model.

The aim of this paper is to describe the process of the design and implementation of IP Multimedia Subsystem (IMS) in one Telecom Operator in Bosnia and Herzegovina. IMS gives Telecom Operators the opportunity to do the convergence of fixed and mobile communication networks into one single network. In this work, the design and implementation of IMS system has been done by using ITIL V3 recommendations. ITIL V3 processes that are used in the design and implementation of the IMS model are: Service Level Management, Supplier Management, Transition Planning and Support, Service Asset and Configuration Management, Release and Deployment Management, Service Validation and Testing and Evaluation process. Results of this implemented system have shown that the percentage of the successful implemented IMS tests by using ITIL V3 recommendations is 98%. This result shows that the implemented IMS model is suitable for the release into a production.