Plenary Lecture
Design and Implementation of a New Performed IT Service Management Framework
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: The research which is described in this talk is the part of research field which is called IT Service Management. There are a very large number of methodologies for managing IT services and the most important are: ITIL, CobiT and PRINCE2 and also a very large number of standards for managing IT services and the most important are: eTOM, ISO/IEC 20000 and ISO/IEC 27000. The aim of the research from my University is to improve the best known methodology for managing IT services which is called Information Technology Infrastructure Library (ITIL) by using comparison with other mentioned methodologies and standards for managing IT services. IPTV and VoIP services are taken as the reference model for the implementation of the research. These services are taken because they have the problem of managing over the growing number of systems that include these services. The research was completed on the reference model of IPTV/VoIP service of one Telecom operator which is the proof that these services are real services. The research methodology involves several consecutive steps of measurements of the new obtained models of ITIL methodology and the comparative analysis between ITIL methodology and other specified methodologies and standards for the management of IT services.
The result of the research is an improved model of ITIL methodology that consists of eleven new added processes from other methodologies and standards for the management of IT services. The result of research includes professional and scientific contribution. The professional contribution is the creation of a new model that can be immediately implemented in the business environment of any organization and in this way it is given an incentive for many companies to introduce an improved model of ITIL to accelerate their business processes and to achieve better business results. The scientific contribution is the creation of a new performed model for IT service management which is derived from six different methodologies and standards for the management of IT services which becomes the first such research that has ever been done. This research will be also presented to the Cabinet Office which is the international organization that cares about upgrading of ITIL for the final adoption of the model which is the product of this research.
Brief Biography of the Speaker: Anel Tanovic has finished the Faculty of Electrical Engineering at the University of Sarajevo in 2006. He got the Master degree in 2009, and the PhD degree in 2011. He is working in BH Telecom, the leading Telecom operator in Bosnia and Herzegovina, since 2008. He is working their as the leading expert for access networks and terminal devices. He is now the leading person in BH Telecom for the improvement of the business processes connected to the IT Service Management methodologies and standards. From 2008, he is working also on the Faculty of Electrical Engineering in Sarajevo, as the associate professor and university researcher. His teaching subjects are: Business Information systems and Management of IT services. His main research fields are: information systems, management of information systems, IP networks, multimedia, telecommunication systems, databases and data mining. Now he is the leading person for four university projects: Design and implementation of a new model of ITIL framework based on comparison with other IT Service Management frameworks and standards, Design and implementation of a new model of ISO/IEC 20000 standard based on comparison with other IT Service Management frameworks and standards, Design and implementation of a new model of Service Desk based on ITIL and eTOM principles and Development of University laboratory for ITSM projects. He has published 25 papers on international conferences and international journals. He is also working on some international projects for the itSMF and TM Forum with other European contributors. His most famous speeches are on international conferences in: Lisbon (Portugal), Perth (Australia), Budapest (Hungary), Athens (Greece), Paris (France), Sliema (Malta), Vienna (Austria), Sarajevo (Bosnia and Herzegovina) and Belgrade (Serbia).