Results of the implementation of IP Multimedia Subsystem in one Telecom operator for the ITIL Incident Management and Problem Management process
Abstract — This paper describes the implementation and using of the IP Multimedia Subsystem (IMS) in one Telecom operator in Bosnia and Herzegovina. In the first part of the paper, is described the design, implementation and testing of the IP Multimedia Subsystem in one Telecom operator. In the second part of the paper, it is described a new organization structure of Telecom operator after releasing into production of the new IMS system. Measurements, which describe the implementation of IMS system in Telecom operator, are finished for two ITIL processes: Incident Management and Problem Management which are integrated into Service Desk function. Gap analysis is selected as the technique for these measurements. Final results show that the Incident Management is implemented with 80% of recommendations and Problem Management is implemented with 76% of recommendations. These results show that the improvement of the IMS system is needed and desirable.