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 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.

: - 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.

ISO/IEC 20000 is the first international standard for IT Service Management. Previous researches have showed that this standard needs improvements. This paper is focused on the improvement of the process model for ISO/IEC 20000 standard. The paper is based on the improvement of process model for ISO/IEC 20000 standard by using the comparison with ITIL 2011 framework and with eTOM and ISO/IEC 27000 standard. The result of the research is the new improved process model for ISO/IEC 20000 standard which can be implemented in any business environment. This is the first research which takes more than one other ITSM framework or standard for the comparison with ISO/IEC 20000 standard. The paper has a practical significance because this new model will be also implemented in BH Telecom, the leading Telecom operator in Bosnia and Herzegovina.

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.

This paper presents the improvement of the implementation of ISO/IEC 20000 Edition 2 standard by comparison with the ITIL V3 set of best practices for implementing an IP multimedia subsystem of Telecom operator. In this paper implementation of IMS system has been done by using ISO/IEC 20000 Edition 2 recommendations and service lifecycle with its comparisons with ITIL V3 recommendations and service lifecycle. The aim of this paper is to present the improved service lifecycle of ISO/IEC 20000 Edition 2 standard through comparative analysis with ITIL V3 implementation of IMS system. Improved implementation of ISO/IEC 20000 Edition 2 standard will be shown in the form of new processes that are added to existing service lifecycle and are evaluated with Key Performance Indicators (KPIs), Key process activities and missing activities that will be singled out as a separate processes.

Managing of IT services is becoming one of the most interesting topics in today's business. Many standards define the management of IT services in an IT organization. eTOM represents a most commonly adopted standard for management over IT services in telecommunication industry, while ITIL is generally the most adopted standard which is used in almost every industry. Most of the Telecom operators use the eTOM standards regarding the fact that it is specialized for telecommunication industry. The goal of this work is to suggest the new improved eTOM standard which is going to consist of all components that ITIL V3 has, but which the current eTOM standard doesn't have. The investigation has been made in two Telecom operators in Bosnia and Herzegovina. In the first Telecom operator the processes are arranged according to the eTOM standard, and in the second Telecom operator the processes are arranged according to the ITIL V3 best practices. Both Telecom operators are providing classical Internet services like Internet, IPTV, VoIP, E-mail and Hosting and the teams responsible for these functions are identical. The new improved eTOM standard includes all teams which contain ITIL V3 and do not include the existing eTOM standard.

IT services, daily management and daily use of those services is nowadays part of every business. That's why there are many standards to define management and control of use for IT services. One of them is eTOM standard which represents a most common standard for building and management of IT services in telecommunication industry, like Telecom operators. Another one is ITIL which can be used in every industry and is very common in use. The main goal of this paper is to suggest new improvement of eTOM standard based on those components and characteristics of ITIL that current eTOM standard doesn't have. Idea for improvement is based of comparison of Service Desk implementation using eTOM standard and Service Desk implementation using ITIL best practices wile Service Desk in both cases has same goal of ensuring functionality and availability of services and stable communication with users.

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.

Implementation of Billing system in Telecom Operator is one of the most challenging operations that each Telecom Operator has to implement. This operation is particularly important if the Billing system is used for x-play services of Telecom Operator. X-play service includes IPTV, VoIP, Internet and Mobile Telephony. Something what is particularly important is to choose the right IT Service Management standard or process from this standard that is needed to implement this system. Most widely used standard in the telecommunications industry is eTOM standard and implementation of this system falls under the strategy and under the Resource Development & Management Process. This document describes the development of the Billing system for the x-play service of Telecom Operator by using principles of the Resource Development & Management Process. The conclusion of the paper should show how successful is the proposed model of Billing system after its implementation in a Telecom Operator in Bosnia and Herzegovina.

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.

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 present differences between ITIL model from 2007 and ITIL model from 2011. IP Multimedia Subsystem is chosen as the test architecture for the implementation of these two models. The paper contains two different measurements. In the first measurement are taken only 2 parameters: time period needed for the implementation and the number of employees needed for the implementation. Results have showed that the model from 2011 is better for 12% than the model from 2007. In the second measurement are taken all Key Performance Indicators for 15 ITIL processes: Financial Management, Service Portfolio Management, Service Level Management, Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, Supplier Management, Change Management, Service Asset and Configuration Management, Release and Deployment Management, Service Validation and Testing, Incident Management, Problem Management and Continual Service Improvement process. Results in this measurement have showed that the model from 2011 is better for 10% than the model from 2007.