Advantages of the new ITIL V3 model in the implementation of the IMS system

Transcription

1 Advantages of the new ITIL V3 model in the of the IMS system A. Tanovic*, I. Androulidakis**, F. Orucevic*** *Department for IT development of multimedia services, BH Telecom d.d. Sarajevo Obala Kulina Bana 8, Sarajevo 71000, Bosnia and Herzegovina ** Jožef Stefan International Postgraduate School Jamova 39, Ljubljana SI-1000, Slovenia *** Department of Computer Science and Informatics University of Sarajevo, Faculty of Electrical Engineering Zmaja od Bosne bb, Sarajevo 71000, Bosnia and Herzegovina Abstract: - ITIL is the most popular methodology for the management of IT services. ITIL in version 3 is created in 2007 but the last update of this version is created in This paper describes differences between these 2 versions in the of the IP Multimedia Subsystem (IMS system) in one Telecom Operator in Bosnia and Herzegovina. The aim is to see how much is better ITIL V3 from 2011 than the ITIL V3 from The result of the paper is also a set of suggestions for the future ITIL V3 improvement. The paper has a scientific value because it introduces a new ITIL V3 model into telecommunication industry and describes advantages of a new model compared to the old model. Key-Words: - ITIL V3, Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement, IMS. 1 Introduction Every company that wants to increase its level of work and business depends on IT. If the IT processes and services are lead successfully, the operation of the company will become more fortunate and successful, which can be noticed in the decrease of costs, and increase of revenues and achievement of contacts with other business partners [6]. For the IT processes and services to be successfully lead, it is necessary for the company to define a gathering of specialized organizational skills which are offered to clients in the form of a service. That set of specialized skills makes up the Service of a company [1], [6]. There are many IT Service methodologies and standards and one of them is also Information Technology Infrastructure Library (ITIL). ITIL in version 3 has 5 phases in which are placed 26 processes and 4 functions [1], [2], [3], [4], [5]. From 2007 to 2011, 500 of scientific papers about the future improvement of ITIL is written [7], [8], [13]. These papers are the consequency of the ITIL V3 s in business environments. For each ITIL V3 phase there is one or more changes: Service Strategy Two processes are added: Strategy for IT services and Business Relationship. Process Financial is improved and renamed to Financial for IT services. Process Strategy Generation is deleted [1]. Service Design One new process is added: Design Coordination. It is created 1 new portfolio of IT services and stronger relationship to Service Strategy phase [2]. Service Transition - One new process is created: Change Evaluation. These 3 processes are improved: Change, Service Asset and Configuration and Release and Deployment [3]. Service Operation - These 3 processes are improved: Event, Incident and Problem [4]. Continual Service Improvement It is performed Plan-Do-Check-Act cycle in the Continual Service Improvement Process. These 2 processes are deleted: Service Reporting and Service Measurement [5]. ISBN:

2 The IP Multimedia Subsystem (IMS) is a standardized IP-based architecture that allows the convergence of fixed and mobile communication devices, multiple network types, and multimedia applications [9], [10], [12]. Using IMS, applications can combine voice, text, pictures, and video in seamless call sessions, offering significant ease-of-use to subscribers and allowing service providers to drive branding through a common interface, while substantially reducing operating costs. This subsystem allows to users to send multimedia files from TV to mobile phone or from mobile phone to TV, or to send SMS messages from TV to mobile phones [11], [14]. Section II of the paper describes test environment in IPTV system of Telecom in which is implemented IMS system. Section III of the paper describes the of the IMS system by using the old ITIL V3 model. Section IV of the paper describes the of the IMS system by using the new ITIL V3 model. Section V shows results of the of the IMS system by using the old ITIL V3 model and new the new ITIL V3 model. Section VI is the conclusion of the paper in which is presented how much is better a new ITIL V3 model than the old ITIL V3 model. Previously published paper of authors from this research area is [8] in which is presented a new ITIL V3 model for IMS architecture. In this paper is constructed IMS architecture by using only 6 ITIL V3 processes: Service Level, Supplier, Service Asset and Configuration, Release and Deployment, Service Validation and Testing and Evaluation Process. The second paper is [7] in which is described the process of integration of PRINCE2 model into last ITIL V3 model. The scientific value of this paper is a new proces which is called Project which is integrated into Service Transition phase. In paper [16] is described the complete process of the IPTV convergence into IMS system and advances of that implemented system. The authors have launched and developed system as a pilot service in their network. Based on this research, we did our research in one Telecom Operator in Bosnia and Herzegovina to show that IMS system is applicable in one real environment. Very similar research is [17] in which authors have described SIP applications servers and IMS service logic. They showed that these servers can be open services architecture (OSA) application servers or a customized applications for mobile networks using enhanced logic service environment. The authors have published a few papers before this papers that are connected to the of the ITIL framework. The most important are: [18] in which is described the of the ITIL Supplier process in IPTV system of Telecom and [19] in which is described the of the ITIL Information Security process in IPTV/VoIP system of Telecom. The result of the first paper is 75% of successful implemented ITIL recommendations for IPTV system and the result of the second paper is 67% of successful implemented ITIL recommendations for IPTV and VoIP systems. These both researches are done in the same environment as this research. 2 Test Environment We choosed an IMS architecture as the test architecture for the of the new ITIL V3 model. Tests are dome during the project of IMS in BH Telecom [9], [11], the leading Telecom Operator in Bosnia and Herzegovina [7], [8]. All steps needed for the of the IMS model are taken into account. Figure 1. shows fixed IPTV system in BH Telecom [8], before the of the IMS system. Components of this system are: IPTV Middleware, VoD Media server, Envivio 4 TV Encoder, Linear TV Content Source, Verimatrix CA/DRM Server and VoD Streaming Server. Figure 1. Fixed IPTV system Figure 2. shows mobile IPTV system in BH Telecom [8], before the of the IMS system. Components of this system are: VoD Media server, Realnetwork transcoder, Linear TV Content Source, Xenon Live TV Encoder and VoD Streamnig server. ISBN:

3 Figure 2. Mobile IPTV system Figure 3. shows a new IMS system, after the convergence of fixed IPTV system and mobile IPTV system [8]. The new component of this system is Central IPTV Middleware which gives to users some new services like: TV Mobile Timeshift, TV multimedia sharing, Mobile multimedia sharing, TV SMS, TV Mobile SMS, TV Chat, Mobile Chat and TV-Mobile Chat. Figure 3. Implemented IMS system 3 Implementation of the IMS system by using the old ITIL V3 model Table I describes the of the IMS system by using the old ITIL V3 model. All 5 ITIL V3 phases with 26 IT processes and 4 IT functions are taken into account [7]. This table shows rules for the of all ITIL V3 processes and functions. TABLE I: IMPLEMENTATION OF THE IMS SYSTEM BY USING THE Process name Strategy Generation Demand Service Portfolio OLD ITIL V3 MODEL The of the process Managing the position of the company Managing the work of competing companies Managing consumer demands Managing the demands of other Telecom s Managing relationships with other international organizations Defining the services of the Telecom Managing the sales Investment management Financial Service Catalogue Service Level Capacity Availability IT Service Continuity Information Security Supplier Transition Planning and Support Change Service Asset and Configuration Resource management Revenue management of the overall finances Managing the expenditure of the Telecom Defining the contents for all services of the Telecom Defining the IT service catalogue Managing contracts with end users Managing human resources in the company Managing contracts with foreign companies Solving public complaints and court trials Managing IP network space of the Telecom Managing the performance system Managing the capacity of network elements, switches and DSLAMs Defining the availability plan Defining and surveilling the backup service Defining the levels of information security Defining administrational roles in the management of the Information system Defining tenders Defining juristic and economical services for the tender Defining professional circumstances for the tender Conducting the realization of the tender Managing the relationships with strategic partners Planning the adaptation of new services and utilities Administrating network elements for managing the Internet Administrating network elements for managing the IPTV service Administration and design application of the IPTV service managing the VoIP service managing the Hosting services managing the service Administration of the Portal of the Telecom Administration of the Monitoring service and network Administration of the IP core network structure Administration of the DSLAM network Administration of terminal devices Administration of midpoint application of the Information system Administration of the Provisioning system Administration of the Billing system Administration of the SAP system Administration of the IT system Implementation of the midpoint application of the Information system Implementation of the Provisioning system Implementation of the Billing system Implementation of the SAP system Implementation of the IT system element for managing the Internet element for managing the IPTV service Development of applications intended for the end user on the IPTV service ISBN:

4 Release and Deployment Service Validation and Testing Evaluation Knowledge Event Incident Request Fulfillment Problem Access Service Desk Technical element for managing the VoIP service element for managing the Hosting service element for managing the service Development of applications on the Portal of the Telecom Development of applications for the Monitoring service and network Development of the IP core network Development of the DSLAM network Development of software on terminal devices for managing the Internet for managing the IPTV service Testing of applications intended for the end user on the IPTV service for managing the VoIP service for managing the Hosting service for managing the service Testing of applications on the Portal of the Telecom Testing of applications for the Monitoring service and network Testing of the IP core network Testing of the DSLAM network Checking the validity of all tests Organization of professional workshops Professional and scientific education of the Telecom employees of relations between organizational units of the Telecom Monitoring and managing the events of other Telecom s Solving incidents on the servers Solving the incidents on the DSLAM Solving incidents on terminal devices Solving incidents which occur in the Information and Billing system Managing the contents on the Portal Managing the requests of users over the Portal Direct management of user requests Solving problems on services Solving problems on the IP core network Solving problems on the DSLAM Solving problems on the Information system, Provisioning system or Billing system Securing all objects of the Telecom Securing the server halls and network equipment Managing the security of human resources problems on the Internet service problems on the IPTV service problems on the VoIP service problems on the Hosting service problems on the service problems about the Portal of the Telecom Surveillance and monitoring of the core router Monitoring and the surveillance of the server of services of the Telecom Surveillance and monitoring of the system IT platform of the Telecom Application IT Operations Continual Service Improvement Service Reporting Service Measurement Surveillance and monitoring of the switches in the network Monitoring and surveillance of the DSLAMs Surveillance and monitoring of terminal equipment of end users Surveillance of functions of the central application of the Information system Surveillance of applications of the Provisioning system Surveillance of the Billing system Surveillance of the applications of the SAP system Surveillance of the Internet service Surveillance of the IPTV service Surveillance of the VoIP service Surveillance of the service Surveillance of the Hosting service Surveillance of the Portal of the Telecom Surveillance of the power supply in the server halls Surveillance of air conditioning in the server halls Managing the security employees Monitoring the functional units of the Telecom Development of existing processes Recommending new organizational structure for the Telecom Managing public relationships Designing final reports on the business of the Telecom Measuring the quality of the implemented service 4 Implementation of the IMS system by using the new ITIL V3 model Table II describes the of the IMS system by using the new ITIL V3 model. All 5 ITIL V3 phases with 26 IT processes and 4 IT functions are taken into account [7]. New processes: Strategy [1] for IT services, Financial [1] for IT services, Business Relationship [1], Design Coordination [2] and Change Evaluation [3] are also taken in the. Figure 4. presents a new ITIL V3 model from These new processes take some process functions from standard ITIL V3 processes. Strategy for IT services takes managing relationships with other international organizations from Demand and investment management from Financial. This process is also responsible for the management of all other Service Strategy processes [1]. Business Relationship is responsible for the management: of the position of the company, the work of competing companies and internal processes [1]. Design Coordination takes defining the contents for all services of the Telecom from Service Catalogue ISBN:

5 , contract with end users from Service Level, defining the levels of informational security from Information Security and defining tenders from Supplier [2]. Change Evaluation is responsible for a checking of the validity of all tests, checking the validity of all implemented changes and for decision about releasing into a production of a new service [3]. TABLE II: IMPLEMENTATION OF THE IMS SYSTEM BY USING THE Process name Strategy for IT services Demand Service Portfolio Financial for IT services Business Relationship Design Coordination Service Catalogue Service Level Capacity Availability IT Service Continuity Information Security Supplier Transition Planning and Support NEW ITIL V3 MODEL The of the process of Demand, Service Portfolio, Financial for IT services and Business Relationship Managing relationships with other international organizations Investment management Managing consumer demands Managing the demands of other Telecom s Defining the services of the Telecom Managing the sales Resource management Revenue management of the overall finances Managing the expenditure of the Telecom Managing the position of the company Managing the work of competing companies Managing internal processes Managing relations between Service Level on 1 side and Demand and Financial for IT services on the other side Defining the contents for all services of the Telecom Managing contracts with end users Defining the levels of information security Defining tenders Defining the IT service catalogue Managing human resources in the company Managing contracts with foreign companies Solving public complaints and court trials Managing IP network space of the Telecom Managing the performance system Managing the capacity of network elements, switches and DSLAMs Defining the availability plan Defining and surveilling the backup service Defining administrational roles in the management of the Information system Defining juristic and economical services for the tender Defining professional circumstances for the tender Conducting the realization of the tender Managing the relationships with strategic partners Planning the adaptation of new services and utilities Administrating network elements for Change Service Asset and Configuration Release and Deployment Service Validation and Testing Change Evaluation managing the Internet Administrating network elements for managing the IPTV service Administration and design application of the IPTV service managing the VoIP service managing the Hosting services managing the service Administration of the Portal of the Telecom Administration of the Monitoring service and network Administration of the IP core network structure Administration of the DSLAM network Administration of terminal devices Administration of midpoint application of the Information system Administration of the Provisioning system Administration of the Billing system Administration of the SAP system Administration of the IT system Implementation of the midpoint application of the Information system Implementation of the Provisioning system Implementation of the Billing system Implementation of the SAP system Implementation of the IT system element for managing the Internet element for managing the IPTV service Development of applications intended for the end user on the IPTV service element for managing the VoIP service element for managing the Hosting service element for managing the service Development of applications on the Portal of the Telecom Development of applications for the Monitoring service and network Development of the IP core network Development of the DSLAM network Development of software on terminal devices for managing the Internet for managing the IPTV service Testing of applications intended for the end user on the IPTV service for managing the VoIP service for managing the Hosting service for managing the service Testing of applications on the Portal of the Telecom Testing of applications for the Monitoring service and network Testing of the IP core network Testing of the DSLAM network Checking the validity of all tests Checking the validity of all implemented changes Releasing into a production of a new service ISBN:

6 Knowledge Event Incident Request Fulfillment Problem Access Service Desk Technical Application IT Operations Continual Service Improvement Organization of professional workshops Professional and scientific education of the Telecom employees of relations between organizational units of the Telecom Monitoring and managing the events of other Telecom s Solving incidents on the servers Solving the incidents on the DSLAM Solving incidents on terminal devices Solving incidents which occur in the Information and Billing system Managing the contents on the Portal Managing the requests of users over the Portal Direct management of user requests Solving problems on services Solving problems on the IP core network Solving problems on the DSLAM Solving problems on the Information system, Provisioning system or Billing system Securing all objects of the Telecom Securing the server halls and network equipment Managing the security of human resources problems on the Internet service problems on the IPTV service problems on the VoIP service problems on the Hosting service problems on the service problems about the Portal of the Telecom Surveillance and monitoring of the core router Monitoring and the surveillance of the server of services of the Telecom Surveillance and monitoring of the system IT platform of the Telecom Surveillance and monitoring of the switches in the network Monitoring and surveillance of the DSLAMs Surveillance and monitoring of terminal equipment of end users Surveillance of functions of the central application of the Information system Surveillance of applications of the Provisioning system Surveillance of the Billing system Surveillance of the applications of the SAP system Surveillance of the Internet service Surveillance of the IPTV service Surveillance of the VoIP service Surveillance of the service Surveillance of the Hosting service Surveillance of the Portal of the Telecom Surveillance of the power supply in the server halls Surveillance of air conditioning in the server halls Managing the security employees Monitoring the functional units of the Telecom Development of existing processes Designing final reports on the business of the Telecom Measuring the quality of the implemented service Recommending new organizational structure for the Telecom 5 Results Table III shows results of the of the IMS system for the old ITIL V3 system. Two parameters are taken into consideration: time period needed for the and the number of employees needed for the [7], [11], [12]. TABLE III: RESULTS OF THE IMPLEMENTATION OF THE IMS SYSTEM FOR OLD THE ITIL V3 SYSTEM Process name Time period needed for the The number of employees needed for the Strategy Generation 2 days 3 employees Demand Service Portfolio 4 days 4 employees Financial 5 days 5 employees Service Catalogue 2 days 2 employees Service Level 7 days 6 employees Capacity Availability IT Service Continuity Information 4 days 4 employees Security Supplier 8 days 6 employees Transition Planning 3 days 2 employees and Support Change 4 days 5 employees Service Asset and 4 days 5 employees Configuration Release and Deployment Service Validation 2 days 2 employees and Testing Evaluation 2 days 2 employees Knowledge 3 days 3 employees Event 2 days 2 employees Incident Request Fulfillment 3 days 3 employees Problem 4 days 5 employees Access Service Desk Technical Application IT Operations Continual Service 2 days 4 employees ISBN:

7 Improvement Service Reporting 2 days 2 employees Service Measurement Total 81 days 96 employees Table IV shows results of the of the IMS system for a new ITIL V3 system. Two parameters are taken into consideration: time period needed for the and the number of employees needed for the [7], [11], [12]. TABLE IV: RESULTS OF THE IMPLEMENTATION OF THE IMS Process name SYSTEM FOR A NEW ITIL V3 SYSTEM Time period needed for the The number of employees needed for the Strategy 5 days 5 employees for IT services Demand 2 days 3 employees Service Portfolio 2 days 3 employees Financial 4 days 4 employees for IT services Business Relationship Design Coordination 4 days 3 employees Service Catalogue 1 day 1 employee Service Level 4 days 4 employees Capacity 1 day 1 employee Availability 1 day 1 employee IT Service 1 day 1 employee Continuity Information 2 days 3 employees Security Supplier 4 days 4 employees Transition Planning 2 days 2 employees and Support Change Service Asset and Configuration Release and 2 days 3 employees Deployment Service Validation 2 days 2 employees and Testing Change Evaluation 2 days 2 employees Knowledge 2 days 2 employees Event 1 day 1 employee Incident 2 days 3 employees Request Fulfillment 2 days 3 employees Problem 2 days 4 employees Access Service Desk Technical Application IT Operations Continual Service 2 days 4 employees Improvement Total 64 days 81 employees Figure 5. shows the ratio between the old ITIL V3 model and the new ITIL V3 model for the parameter: time period needed for the. The result is: 56% of spended time for ITIL V3 model I (the old model) and 44% of spended time for ITIL V3 model II (the new model). Figure 5. Results for time period needed for the Figure 6. shows the ratio between the old ITIL V3 model and the new ITIL V3 model for the parameter: number of employees needed for the. The result is: 54% of employees are spended for ITIL V3 model I (the old model) and 46% of employees are spended for ITIL V3 model II (the new model). Figure 6. Results for number of employees needed for the 6 Conclusion The results show that the ITIL V3 model II is more efficient than the ITIL V3 model I. For the first parameter, time period needed for the, results show that for the of the ITIL V3 model I are needed ISBN:

8 64 days (56% of spended time). For the of the ITIL V3 model II are needed 81 days (44% of spended time). It means that the ITIL V3 model II is faster for 16 days than the ITIL V3 model I [13]. For the second parameter, number of employees needed for the, results show that for the of the ITIL V3 model I are needed 96 employees (54 % of the total number of employees). For the of the ITIL V3 model II are needed 81 employees (46 % of the total number of employees). It means that ITIL V3 model II needs 15 employees less than ITIL V3 model I. As we can see, ITIL V3 model II is better than ITIL V3 model I in both tests. Two new processes that are of particular importance are Strategy for IT services and Design Coordination. The first process is important because it is responsible for the normal work of all other Service Strategy processes, for the managing relationships with other international organizations and for investment management. The second process is important because it is responsible for the connection to Service Strategy phase and for the management of all other Service Design processes. It is also responsible for contracts with end users, for defining the levels of informational security and for defining tenders. The total budget needed for the of the old ITIL model was E and for the new ITIL model was E (2.6 % is better in overall costs a new ITIL model than the old ITIL model). Future research of authors is connected to the measurement of incidents and problems after the of the IMS system [15]. The aim is to see is it the number of incidents and problems smaller than before the of the IMS system [14]. Acknowledgment The authors of this paper would like to thank the experienced professionals from Telecom from Bosnia and Herzegovina for their advices in the realization of this project. References: [1] S. Taylor, M. Iqbal, and M. Nieves, ITIL Version 3 Service Strategy, The Office of Government Commerce, July [2] S. Taylor, V. Lloyd, and C. Rudd, ITIL Version 3 Service Design, The Office of Government Commerce, July [3] S. Taylor, S. Lacy, and I. Macfarlane, ITIL Version 3 Service Transition, The Office of Government Commerce, July [4] S. Taylor, D. Cannon, and D. Wheeldon, ITIL Version 3 Service Operation, The Office of Government Commerce, July [5] S. Taylor, G.Case, and G.Spalding, ITIL Version 3 Continual Service Improvement, The Office of Government Commerce, July [6] J. van Bon, A. de Jong, A. Kolthof, M.Pieper, R. Tjassing, A. van der Veen, and T. Verheijen, Foundations of IT Service Based on ITIL V3, The Office of Government Commerce, September [7] A. Tanovic and F. Orucevic, Integration of PRINCE 2 model into ITIL V3 model, paper accepted for 19 th Telecommunications Forum (TELFOR 2011), November [8] A. Tanovic, I. Androulidakis, and F. Orucevic, Design and of the IP Multimedia Subsystem by using ITIL V3 recommendations, paper accepted for International Journal of Computers, Communications & Control (IJCCC Journal). [9] S. Pompei, M. Teodori, A. Valenti, S. Di Bartolo, G. Incerti, and D. Del Buono, Experimental of an IPTV architecture based on Content Delivery Network managed by VPLS technique, International Congress on Ultra Modern Telecommunications and Control Systems and Workshops (ICUMT 2010), pp , December [10] R. Chaudhuri, End to End IPTV Design and Implementation, How to avoid Pitfalls, 13 th International Telecommunications Network Strategy and Planning Symposium, pp , January [11] L. Xin, L. Jiangtao, and L. Hui, Design and Implementation of the Mobile IPTV Service Based on the IMS Intelligent Terminal, International Conference on Internet Technology and Applications (itap 2011), pp. 1-3, August [12] H. Khlifi and J.C. Gregoire, IMS for Enterprises, International Journal of Communications Magazine, pp , vol. 45, July [13] R.F. de Sousa Pereira and M.M. da Silva, A Maturity Model for Implementing ITIL v3, 6th World Congress on Services (SERVICES- 1), pp , July [14] T. Kovacik, I. Kotuliak, K. Konopkova, and J. Muranyi, Service availability ISBN:

9 enhancement in multimedia networks, 3 rd Joint IFIP Wireless and Mobile Networking Conference (WMNC 2010), pp. 1-6, October [15] A. Tanovic, Innovative model of ITIL V3 improvements based on comparative IT Service methodologies, preparation doctoral study, Faculty of Electrical Engineering, University of Sarajevo. [16] L. Xin, L. Jiangtao, and L. Hui, Design and Implementation of the Mobile IPTV Service Based on the IMS Intelligent Terminal, International Conference on Internet Technology and Applications (itap 2011), pp. 1-3, August [17] H. Khlifi and J.C. Gregoire, IMS Application Servers: Roles, Requirements, and Implementation Technologies, IEEE Internet Computing, 12 (3), 2008, pp [18] A. Tanovic and F. Orucevic, Comparative analysis of the practise of telecom s in the realization of IPTV systems based on ITIL V3 recommendations for the Supplier Process, IEEE International Conference on Service-Oriented Computing and Applications (SOCA 10), 2010, pp [19] A. Tanovic and F. Orucevic, Analysis of the of the information security management in the IPTV/VoIP system of the Telecom, 18 th International Conference on Systems, Signals and Image Processing (IWSSIP 2011), June 2011, pp Figure 4. New ITIL V3 model from 2011 ISBN: