Plenary Lecture
Service Management Systems in Real Organizations
Assistant Professor Anel Tanovic
Department for Information Systems
Faculty of Electrical Engineering
University of Sarajevo
Bosnia and Herzegovina
E-mail: atanovic@etf.unsa.ba
Abstract: IT Service Management Systems are today the part of every independent organization. They are the part of Service Desk System, Document Management System, Enterprise Resource Planning System, Customer Relationship Management System, Information Security Management System etc. For all these systems it's very important to establish an unique business model in which will be placed all business processes related to: top management of company, ICT department inside the company, relationship with customers etc. During this speech will be described 15 the most important Service Management processes including: Business Relationship Management, Supplier Management, Change Management, Incident Management, Problem Management, Project Management, Contract Management, Service Catalogue Management, Asset Management and Configuration Management. It will be also shown a process of design of Configuration Management Database which is the central database in every independent organization which contains its own Service Management System.
Brief Biography of the Speaker: Anel Tanovic is Assistant Professor on University of Sarajevo, Faculty of Electrical Engineering. He is also an Assistant Professor on Sarajevo School of Science and Technology and Amercian University of Bosnia and Herzegovina. He is the owner and co-founder of 2 companies: ATIA Consulting Sarajevo and ATIA LTD Sarajevo where he is also the main member of supervisory board. He is also the main member of supervisory board in itSMF Montenegro and guest lectures on many university and industry companies in Bosnia and Herzegovina, Serbia, Monenegro and Croatia. He has the strong business collaboration with industry companies from Italy, Greece, Malta, United Kingdom, Canada, India, Belgium etc. He has more than 45 published papers on international conferences and journals and more than 15 on WSEAS conferences on which he was also a Plenary Speaker.