ITIL is the most accepted framework for the managing of IT services. Incident Management process is the process which is integrated inside ITIL framework and is responsible for: logging, categorization, prioritization and resolving of all incidents. This paper describes the implementation of ITIL Incident Management process inside one public institution in Bosnia and Herzegovina. Detailed implementation is described inside this paper. After successful implementation, measurements are completed in order to check is Incident Management helped organization to improve its performances. The conclusion of the paper described benefits of implementation of ITIL Incident Management inside any type of the organization and future work.

In today’s technologically-driven world, protecting ICTs (Information and Communication Technologies) is of great importance. Due to the amount of personal data and the obligations of high transaction accuracy, financial institutions such as banks and insurance companies are even more sensitive to data protection. On the business side, ICT is fundamental for day-to-day operations, so investing in ICT is investing in business continuity, operating and resilience. Integration of ISO 27001:2013 and ISO 9001:2015 standards into an organization’s Information Security Management System (ISMS) and Quality Management System (QMS), respectively, further enhances the importance of protecting ICT. It is also important for organizations to implement these standards as a useful baseline for further compliances, such as for example GDPR (General Data Protection Regulation). These standards provide a framework for continually improving management systems in critical areas, which is just one more reason for implementation.

Fully automated chatbots are increasingly being applied in the real-estate industry. Although, they are not completely able replace interaction between the real-estate agents, they can automate customer support, save human resources for qualitative tasks, accelerate operations, and improve business branding. In this paper, a chatbot for real-estate is developed. The chatbot is able to engage clients in meaningful conversations in real-time. It provides a 24/7 service and effectively reduces administrative costs. The architecture and infrastructure overview are presented. The rule matching algorithm is presented and discussed in detail.

ITIL stands for Information Technology Infrastructure Library. ITIL is the most famous framework for managing IT services. ITIL provides guidelines for the implementation of Service Desk solutions in the business environment of any company. The original scientific and professional contribution of this work is proof that the ITIL framework, through the implementation of a software solution that automates its business processes, can help every company in daily work and can improve its basic and additional business processes. Measurements will be made in a real public company in Bosnia and Herzegovina. Also, the software solution itself will be independently developed with its own original programming code only for the purposes of this research.

In post pandemic era where companies already adopted digital agendas in their everyday business, conservative businesses as insurance companies must intensify activities in creating new values and use of the potential innovations. Insurance companies have to follow new age users, developments in society and new economic laws with new demands for insurers. As ITIL4 describes an operating model for the delivery of tech-enabled products and services, the importance of its adoption significantly increases. The way this adoption helps insurance companies is described in this paper. Trends in IT operations, such as agile approach are also considered.

Each company aims to remain competitive in the market and provides the services that their clients seek, all in accordance with the cost-effectiveness and fulfillment of customer expectations. In order to do the same, companies are looking for the best practices that help in organizing their work and delivery of their services, as well as maintaining and determining the competitive advantage. In this paper an example of such practice is explained in the ITIL framework. The purpose of the SWOT analysis is to identify strategies that match the resources and capabilities of the company with the needs of the environment in which it competes. The purpose of this analysis is to use the company advantages, to explore its capabilities, to correct weaknesses, and to counteract the threats of the environment. The aim of the paper is to demonstrate the benefits of SWOT analysis with companies with the implemented ITIL framework, which is mainly reflected in simplicity, flexibility, low cost, but with tremendous efficiency, good estimates, and finding negativity and positivism in business.

This paper provides an overview of several standards and gives an example of their implementation in custom visualizations such as dynamic data-driven maps. A specially developed tool MapSpice for data visualization will be presented in this paper. This tool is developed and designed to fulfill accessibility standards and requirements of the web publishing industry. There are descriptions and examples of important features and functionalities in map visualizations that are developed using accessibility best practices. Following these guidelines and recommendations map content is accessible to a larger range of people with different disabilities, including blindness and low vision, photo-sensitivity, speech disabilities, deafness and hearing loss, limited movement, learning disabilities, cognitive limitations, and others.The result of this paper will be an overview of accessibility standards and guidelines and their implementation in custom data-driven maps developed by MapSpice.

Paper represents comparative analysis of SCRUM and Kanban on the example of building a Learning Management System. According to calculations Kanban gave better results when time is not limiting factor and the project would end two months earlier. On the other hand, when it is necessary to carry out detailed monitoring and focus on time Scrum has yielded slightly better results. These results provide guidance that can help decide the method for a particular project.

This paper compares two project management methodologies PRINCE 2 and Scrum in a case study of digital business transformation. There is no universal methodology, that could work for all projects, but digital transformation or Industry 4.0 indicates new management strategies, for which right framework is almost mandatory. Paper also emphasizes that digital transformation of an organisation can not be just an IT project. In case study we discuss budget, time and value for a project. We analyzed project of digital transforamation of insurance company, where we had case study of issuing a travel insurance policy. PRINCE 2 definitely provides wide range of guidelines that help managing project, but all the documentation demands certain knowledge, usually more time, and not lot of flexibility in project control. On the other side, Scrum does not provide enough documentation, and it’ better for small projects, with fast delivery needs. Every methodology goal is efficiency and effectiveness, and we try to give guidelines which one to use, based on simple comparison.

ISO 20000-1:2011 is the most important standard for the management of IT services. ISO 27001:2013 is the most important standard for information security. This paper compares these two standards in the real environment of IPTV/VoIP service of Telecom operator in Bosnia and Herzegovina. This paper produces a new improved version of ISO 20000 standard in the field of information security based on recommendations from ISO 27001 standard in the field of information security. A new improved version of ISO 20000 standard is implemented in a real environment of Telecom operator and it produced a better results then the previous model.

Today’s cybercrimes are much more difficult to detect and prosecute than traditional crimes. In the investigation of cybercrimes, law enforcement agencies follow similar techniques to traditional crimes that, however, have to be modified to meet the unique conditions and requirements of virtual space. This paper examines cybercrime profiling techniques prevalent today, and focuses on the feasibility of applying geographic profiling technique to cyber offenders. The primary assumption of the research is that for most types of cybercrime, the steps during the procedure of committing criminal act are not random. For example, the choice of the victim, the choice of crime location, similar characteristics, follow a certain logic, which could provide information about the offender's crime. Testing the utility of a geographical profiling has been carried out on real cybercrime samples obtained by law enforcement agencies. This paper aims to apply the concept of geographic profiling to the issue of cybercrime that involve a physical world, targeting two types of cybercrimes: credit card skimming and spear phishing. Specially developed GeoCrime geographic profiling software designed to assist in the mapping, spatial and statistical analysis of cybercrime patterns was used. The results of the study have shown the possibility of applying geographic profiling to certain types of cybercrimes and under the certain conditions. The importance of geographic profiling is also emphasized, especially in situations where little is known about the offender, such as in cybercrime, where offenders use the Internet to hide their identities and activities. © 2018 xxxxxxxx. Hosting by Elsevier B.V. All rights reserved.

This paper presents results of an analysis of the impact of the human resources changes in Scrum teams. Four Scrum teams were tracked (two developments and two quality assurance) along with their productivity and performance. Analysis showed that human resources changes have a significant impact on the entire team and its behavior. Their effort increased by adding overtime hours. In the same time, their performance and effective work decreased, which is reflected on the quantity of work that can be billed to the client. The analysis shows that it takes, in average, three sprints (each lasting fourteen days) for new team members to fully adjust to the team development process and acquire a business knowledge needed for maximum productivity. Teams whose members have been working together longer period and who have more senior members can adjust to team shifts more quickly. The analysis also showed a correlation between quality assurance and development team - when development team had extra utilization due to overtime, quality assurance team had an increase in overtime hours almost proportionately.

This paper describes the importance of introducing of IT Service Management (ITSM) systems, frameworks and standards in a real environment of one company. For the environment in this research it is used a network of one Faculty of Electrical Engineering in Bosnia and Herzegovina. During this research the authors have fully implemented five ITSM processes through the realization of the Service Desk Management System which connects all other systems and network elements on Faculty. Fully implemented are these processes: Service Catalogue Management, Incident Management, Problem Management, Change Management and Service Asset & Configuration Management. This paper has professional and scientific contribution. Professional contribution is the real implementation of Service Desk Management System in a real environment of one Faculty and its releasing into production. Scientific contribution is the raising of awareness of all individuals and organizations about the importance of introducing of ITSM systems, frameworks and standards in one real company or organization because of the positive results which will be described through this paper.