 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.

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. Key-Words: Billing system, IMS, ITIL V3, Mediation system, Provisioning system.

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.

PRINCE2 is the most popular methodology for the project methodology in ICT industry and ITIL V3 is the most popular methodology for organisation management or service management. The paper shows results for a implementation of 2 new services in IPTV system for a standard third phase of ITIL V3 service lifecycle and results for a new performed third phase of ITIL V3 service lifecycle which is a result of integration of PRINCE2 model into ITIL V3 model. The paper compares results from these 2 measurements and then concludes in which parameters is a new model better than the old one.

eTOM is the most popular standard for managing IT processes in the telecommunication industry. Most Telecom operators have maintained their processes by using this standard. With today's increase of services that are provided by Telecom operators, this standard requires an upgrade with new processes. In this way, Telecom operators can provide better services to end users. The aim of this paper is to introduce a new and improved model for eTOM standard through the results of an empirical study in students, regarding quality of services Telecom operators provide. The emperical survey took place at the University of Ioannina in Greece. The results showed certain disadvantages in the current business processes of Telecom operators. In conclusion, the paper presents a new and improved proposal for eTOM standard which includes new processes from previous done research.

IPTV service is a new service which is today offered from almost every Telecom operator. One of the advantages of IPTV service stemming from its architecture is certainly the fact that it is very easy to measure what TV channels are the ones mostly watched. This papers desribes this measurement and analysis results in one Telecom operator in Bosnia and Herzegovina. They describe what TV channels are mostly watched in different time periods. We developed a simple weighting algorithm to order the channels by watching rate. Based on it we are providing extensive tables. This paper forms an industrial contribution with results important for marketing but also is scientific contribution because it introduces one new method of scoring TV channels based on previous measurements in their audience. We also developed IPTV Statistics model and described results from this research for a new statistics model. This paper is the continuous of previously published contributions from this area.

Every organization must have in its IT department a defined level of informational security as well as an administrator role for managing the system. This paper is based on defining the information security in the department for IPTV/VoIP management system of Telecom operator, the leading Telecom operator in Bosnia and Herzegovina. The paper is focused on the comparison of actual and implemented recommendations for the Information Security Management according to ITIL V3 standards in the IPTV/VoIP system of Telecom operator. Based on the conclusion drawn from the paper proposals have been made for the improvement of the management of the informational security in this department of Telecom operator. On this way, the paper will have a both specialized and scientific contribution: specialized through the presentation of recommendations to the management of Telecom operator for the improvement of the informational security in the department of the IPTV/VoIP service management, and scientific through the adjustment of the implementation of ITIL V3 Information Security Management process in the telecommunication industry which is a one of a kind research made in the department of IPTV/VoIP work management service of Telecom operator.

Managing the change plays the most important role in any IT business organization. Managing changes is important for strategic components of the existing IT service. One of such strategic components is the alteration of the Middleware system in the IPTV service of the Telecom Operator. The Middleware system is a central system which controls all other IPTV systems of the Telecom Operator: Video on Demand system, Encrypting system, Headend system, Monitoring system and Database system. That is why, before we uninstall the old and install the new Middleware system we require a set of activities which have to be clearly stated. The reason for swapping the Middleware system can be the common problems and also the inefficiency in the function of the old system. This document describes the steps which need to be implemented in the process of changing the Middleware system in the IPTV system of BH Telecom, the leading Telecom Operator in Bosnia and Herzegovina. The result of the work should be a reflection upon the improvements of the quality parameters of the IPTV system of BH Telecom which are a contribution of the newly implemented Middleware system, which is as a final result going to lead to a increase of users and profit income. This work represents the continuation of the investigation in BH telecom which are conducted with a goal to improve the management over the IT servers.

For the business of an organization to be at a high level, it is necessary to define your relation with an external company (partner) which is going to be helpful in the complete or partial implementation of some project. The main motive for hiring a company as a partner in the process of realization is for finding a high quality solution, and saving your own human resources. The process which deals with the relations between your company and an external company in the IT industry, according to ITIL V3 methodology of leading IT services is Supplier Management. The aim of this document is to describe Supplier Management in the development of IPTV systems in Telecom operator, through the creation of a contract between Telecom operator and a external company which needs to implement and install IPTV systems, and also through the guidelines for performance control of a partnership company by the Telecom operator, during the project of application and installation of the IPTV system. The last chapter of the document includes an comparative analysis of the implementation of Supplier Management through the IPTV system of BH Telecom (the leading telecom operator in Bosnia and Herzegovina) with the recommendation of implementing the same according to ITIL V3 standards. The result of the comparative analysis has to be a sequence of recommendations for the improvement of relations with an external company which has implemented the IPTV system and which is responsible for the initial maintenance of the IPTV system, for the purpose of enabling high quality IPTV services to the end users of this Telecom operator. This contribution represents a continuation of scientific research and application of ITIL V3 standards which is lead in BH Telecom in order to adapt all of the systems under this standard with regard to previously published contributions in this field, a contribution entitled "Implementation of the Information System of the Telecom Operators Using the ITIL V3 Service Methodology for the Service Design Phase" which was published during the SERVICE COMPUTATION 2010 conference. This contribution represents a continuation of research in BH Telecom. The research should provide recommendations for implementation of all ITIL V3 processes in BH Telecom's IPTV system.

In order for any business organization to perform on a successful level, it is necessary that it has a defined set of activities that manage IT processes and services. Defined set of activities constitutes the Service Management of that organization. There are many types of Service Management, and this paper is based on the type of which is called Information Technology Infrastracture Library V3 (ITIL V3). ITIL V3 has a total of five phases: Strategy Service, Service Design, Service Transition, Service Operation and Continual Service Improvement. This paper is focused on the description of its second phase, which is called Service Design. The aim of this paper is to describe information systems development of the Telecom Operator for Service Design phase of the ITIL v3 methodology in all seven of the processes that are contained in these phases. These are: Service Catalogue Management, Service Level Management, Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management and Supplier Management. This paper attempts to show to the telecom operators that during the realization of their IT processes they do not necessarily have to use the eTOM standard, but may use other standards and concretely they can use ITIL V3 standard. This paper in its conclusion, with previously detailed analysis of the implementation of the Service Design processes according to ITIL V3 methodology in the information system of the telecom operator, needs to define which teams are required to implement the Service Design processes and which are the activities that each team has during the implementation of the information system of the telecom operators. Keywords-ITSM, ITIL V3, Service Design, Service Catalogue Management, Service Level Management, Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, Supplier