Development of a new improved model of the ITIL V3 framework for the information system of Telecom operator
Management of IT services is of particular importance for every organisation. ITIL is the most populary framework for the management of IT services. Previous researches showed that are needed some improvements of this framework. This paper describes improved model for ITIL V3 framework which is a result of integration of this framework with CobiT framework. Measurements are done in the information system in one Telecom operator in Bosnia and Herzegovina. Measurements showed that the improved model for ITIL V3 framework is better in its performances than the old model. This paper has a scientific value because it introduces one new model for ITIL V3 framework. Key-Words: ITIL, CobiT, Provisioning system, Third-party services Management, Performance and Capacity Management, Continuous Service Management, Systems Security Management, Costs Management.