Improvement of implementation of ISO-IEC 20000 Edition 2 standard in IT systems of Telecom operator through comparison with ITIL V3 best practices

Author

Begic, K. ; Tanovic, A.

Author_Institution

Fac. of Electr. Eng., Univ. of Sarajevo, Sarajevo, Bosnia-Herzegovina

fYear

2012

fDate

20-22 Nov. 2012

Firstpage

32

Lastpage

35

Abstract

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.

Keywords

IEC standards; IP networks; ISO standards; multimedia communication; telecommunication standards; IMS system; IP multimedia subsystem; ISO-IEC 20000 Edition 2 standard; IT system; ITIL V3 best practice; ITIL V3 recommendation; ITIL V3 set; KPI; key performance indicator; service lifecycle; telecom operator; Business; IEC standards; ISO standards; Portfolios; Telecommunications; Testing; CSF; IMS system; ISO/IEC 20000 Edition 2; ITIL V3; KPI; Key activities;

fLanguage

English

Publisher

ieee

Conference_Titel

Telecommunications Forum (TELFOR), 2012 20th

Conference_Location

Belgrade

Print_ISBN

978-1-4673-2983-5

Type

conf

DOI

10.1109/TELFOR.2012.6419140

Filename

6419140