Professional Documents
Culture Documents
I. INTRODUCTION
There are many standards of Service Management
practice of which the most important is ITIL [1], [2].
Information Technology Infrastructure Library or ITIL
represents the best environment for the practice of a
company which offers IT services as their main business
function. ITIL poses a tool for implementing a service
which one organisation will be able to fully use with
realization of the implementation of all the processes or
partially use through the implementation of just a few of
their processes which are considered to be helpful in
developing their business results. According to version 3,
ITIL has 5 life cycle stages: Service Strategy, Service
Design, Service Transition [1], Service Operation and
Continual Service Improvement.
Projects IN Controlled Environments 2 (PRINCE2) is
the most popular methodology for managing projects in an
organization that defines the management, control and
organization of each project [6]. Phases of PRINCE2
methodology are:
organisation, plans, controls,
management of risk, quality in a project environment,
configuration management, change control and business
care [8].
Section II of the paper describes test environment in
IPTV system of Telecom operator in which 2 new services
102
Process name
Evaluation
Knowledge Management
Change Management
103
Description of
process
implementation
Planning for public tender
for buying MW and RAC
server
Choosing the external
company that is responsible
for the implementation of
these 2 servers
Signing a contract with
choosen company
Design of Oracle database
which includes design of
these tables: subscriber,
device, vod_contents,
channel, program, game,
message, cdr, billingvod,
billingiptv
Implementation of Oracle
database which includes
implementation of these
tables: subscriber, device,
vod_contents, channel,
program, game, message,
cdr, billingvod, billingiptv
Design and
implementation of web
administration application
that includes a management
of all IPTV applications
Design and
implementation of web
services which represent a
connection between
application and database
Migration of all data from
MW1, MW2, RAC1, RAC2
servers into 2 new servers
MW3 and RAC3
Integration of 2 new
services into existing
network plan
Testing a new application,
new database and new web
services
Testing a connection
between new MW and RAC
server and other IPTV
servers
Acceptance tests
Decision on the release of 2
new servers into production
Training of employees that
will use 2 new systems
Management under
departments that are
responsible for 6 previous
processes
Management with changes
that are coming from Service
Design phase
Management with changes
that are coming from Service
Operation phase
Management with supplier
Management with partners
Management with human
resources
Management with all
phases of project
Process name
Transition
Planning &
Support
Service Asset &
Configuration
Management
Release &
Deployment
Management
Service
Validation &
Testing
Evaluation
Knowledge
Management
Change
Management
Time period
needed for the
implementation
The number of
employees
needed for the
implementation
40 days
7 employees
20 days
5 employees
35 days
6 employees
15 days
3 employees
1 day
4 days
1 employee
2 employees
60 days
15 employees
Process name
Description of
process
implementation
Evaluation
Knowledge Management
Change Management
Project Management
104
processes
Management with supplier
Management with partners
Management with human
resources
Management with all
phases of project
Management of project
state
Process name
Transition
Planning &
Support
Service Asset &
Configuration
Management
Release &
Deployment
Management
Service
Validation &
Testing
Evaluation
Knowledge
Management
Change
Management
Project
Management
Time period
needed for the
implementatio
n
The number of
employees
needed for the
implementatio
n
20 days
4 employees
ACKNOWLEDGMENT
The authors of this paper would like to thank the
experienced professionals from Telecom operators from
Bosnia and Herzegovina for their suggestions in the
realization of this project.
REFERENCES
[1]
20 days
5 employees
35 days
6 employees
15 days
3 employees
1 day
4 days
1 employee
2 employees
15 days
4 employees
30 days
5 employees
105