Producing a new model of ISO/IEC 20000 standard by taking the advantages of eTOM standard - The comparative analysis and the selection of the improved model of ISO/IEC 20000

摘要

This paper is the result of the project which is done in BH Telecom, the largest Telecom operator in Bosnia and Herzegovina at the reference model of the Billing service. The aim of the project was the creation of the performed model for ISO/IEC 20000 standard. This paper gives the comparative analysis between negative implemented processes from ISO/IEC 20000 and positive implemented processes from eTOM and as the result produces a new performed model for ISO/IEC 20000. This new model contains some new processes which are added from eTOM and should achieve better results of the implementation. To see the difference between the old model and a new model of ISO/IEC 20000, for this new model are also done measurements the same as for the old model. The new produced model of ISO/IEC 20000 should be used in any business environment.