19th Telecommunications forum TELFOR 2011

Serbia, Belgrade, November 22-24, 2011.

Integration of PRINCE2 model into ITIL V3

model
A. Tanovic, Member IEEE and F. Orucevic, Senior Member IEEE


will be implemented. Section III describes results of a

implementation these 2 services by using standard ITIL V3
Service Transition phase. Section IV describes a new ITIL
V3 model for Service Transition phase which is obtained
through an integration with PRINCE2 and then shows a
results for this new model. In the conclusion of the paper
are presented advantages of a new integrated model.
Previously published papers of authors from this
research area are: [4] in which is described the first new
eTOM standard by using a comparison with ITIL V3 and
[5] in which is described the second eTOM standard which
is a result of empirical study in Greece.

Abstract PRINCE2 is the most popular methodology for

the project methodology in ICT industry and ITIL V3 is the
most popular methodology for organisation management or
service management. The paper shows results for a
implementation of 2 new services in IPTV system for a
standard third phase of ITIL V3 service lifecycle and results
for a new performed third phase of ITIL V3 service lifecycle
which is a result of integration of PRINCE2 model into ITIL
V3 model. The paper compares results from these 2
measurements and then concludes in which parameters is a
new model better than the old one.
Keywords ITIL V3; IPTV; PRINCE2; Service
Transition.

II. TEST ENVIRONMENT

Implementation of the old ITIL V3 model and the new
ITIL V3 model for the 3rd phase of IT lifecycle is done in
the environment of IPTV system in one Telecom operator
in Bosnia and Herzegovina [3].
IPTV system offers to users the options of watching TV
channels, radio channels, Video on Demand contents,
instant recording and program recording, games, Internet
options and some VoIP options on TV like phone book
and call list [3]. This IPTV system has these 8 subsystems:
1. Middleware system, which is responsible for the
normal working of all liveTV, radio, VoD,
timeshift, internet and VoIP applications
2. Video On Demand system, which is responsible
for adding, editing and deleting Video on
Demand contents
3. Real Time Encryption system, which is
responsible for the encryption of liveTV channels
4. Verimatrix system, which is responsible for the
encryption (encoding and decoding) of VoD
contents
5. RAC system, which is responsible for the normal
working of IPTV database which is in connection
with Middleware system
6. Diverto system, as a central VoIP component, is
responsible for the operations with VoIP users,
VoIP phone numbers and with VoIP terminal
equipment
7. Statistical system, which is responsible for the
gathering the data regarding TV channel ratings
8. Monitoring system, which is responsible for the
process of monitoring of all IPTV applications,
IPTV servers and IPTV terminal equipment
The IPTV system has been implemented for 50.000
users and because of increasing the number of users, it is
needed to install 2 new servers, to increase the availability
of the system to 70.000 users. These 2 servers will perform
hardware capacity of the whole system. The first one is

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

Corresponding Anel Tanovic is teaching assistante and university

researcher from Faculty of Electrical Engineering, University of
Sarajevo, Zmaja od Bosne bb, 71000 Sarajevo, Bosnia and Herzegovina
(phone: 387-61-481961, e-mail: anel.tanovic@bhtelecom.ba)
Fahrudin Orucevic is teaching Professor and University researcher,
from Faculty of Electrical Engineering, University of Sarajevo, Zmaja od
Bosne bb, 71000 Sarajevo, Bosnia and Herzegovina (phone: 387-61133920, e-mail: forucevic@etf.unsa.ba)

978-1-4577-1500-6/11/$26.00 2011 IEEE

102

Middleware system which manages with all actions with

subscribers and RAC system which stores all data for
subscribers. Figure 1. presents the IPTV system and 2 new
servers are signed as BS-3-143 (Middleware server) and
RAC-3-173 (RAC server). Results for the implementation
of these 2 subsystems are presented by using 2
methodologies: the old ITIL V3 model and the new one
which is a product of integration with PRINCE2 model [7],
[8].

THE OLD ITIL MODEL

Process name

Transition Planning &

Support

Service Asset &

Configuration
Management

Figure 1. Test IPTV environment

III. RESULTS OF THE IMPLEMENTATION BY USING THE OLD

ITIL V3 MODEL
Figure 2. shows the process distribution for the 3rd phase
of IT service lifecycle (Service Transition phase).
Processes are executing in the order: Transition Planning
& Support, Service Asset & Configuration Management,
Release & Deployment Management, Service Validation &
Testing, Evaluation and Knowledge Management. Finally
[3], Change Management manages with all other processes
and is responsible for the collection of information from
previous Service Design phase and next ITIL V3 Service
Operation phase.

Release & Deployment

Management

Service Validation &

Testing

Evaluation
Knowledge Management

Figure 2. The process flowchart of Service Transition phase

Table 1 describes all actions that are needed to be done

in the implementation of 2 new subsystems in the IPTV
system of Telecom operator [3]. All 7 Service Transition
processes are taken into account. Plans for the
implementation of all 7 processes are made based on
previous implementation of these subsystems.

Change Management

TABLE 1: DESCRIPTION OF PROCESS IMPLEMENTATION BY USING

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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

Change Management process. Project Management

analyzes the state in which is placed some project for each
other phase. Table 4. containts results for time period and
the number of employees, the same as table 2 [4].

phases of project

Table 2 shows the results of the implementation of all 7

Service Transition processes. Results show the time period
for the realization of each process and the number of
employees that are included in the implementation of each
process [4].

TABLE 3: DESCRIPTION OF PROCESS IMPLEMENTATION BY USING

THE NEW ITIL MODEL

TABLE 2: RESULTS FOR STANDARD ITIL MODEL

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

Transition Planning &

Support

Planning for public tender

for buying MW and RAC
server
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
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 with changes
that are coming from Service
Design phase
Management with changes
that are coming from Service
Operation phase
Choosing the external
company that is responsible
for the implementation of
these 2 servers
Signing a contract with
choosen company
Management under
departments that are
responsible for 6 previous

Service Asset &

Configuration
Management

Time period for the implementation of phase is 175

days, and for that implementation is needed 39 employees.

Release & Deployment

Management

IV. RESULTS OF THE IMPLEMENTATION BY USING THE NEW

ITIL V3 MODEL WHICH IS A RESULT OF INTEGRATION WITH
PRINCE2 MODEL
PRINCE2 is a methodology for the management of
projects and it contains 8 steps that should be included in
each project [6], [8], [9]. PRINCE 2 by definition covers
some actions that are more similar to Transition Planning
& Support and Change Management processes [7]. Based
on this [10], we proposed a new ITIL model for Service
Transition phase [11] that includes 1 new process which
name is Project Management. Figure 3 presents new ITIL
V3 model in which is incorporated Project Management
process [9].

Service Validation &

Testing

Evaluation
Knowledge Management

Change Management

Figure 3. New ITIL V3 model for Service Transition phase

Table 3 describes actions similar to table 1 that are

included through a new ITIL model for Service Transition
phase. The new model has 1 new process that covers
effectively plans from Transition Planning & Support and

Project Management

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time period and in number of employees than the old one.

The future investigations of authors from this field is the
development of new ITIL V3 model which is a
combination of these standards: eTOM, ISO/IEC 20000
and ISO/IEC 27000 and these 2 methodologies: CobiT and
PRINCE2. The development of a new ITIL V3 model will
also be done in the environment of the Telecom operator
and it will include last scientific results from this area [5],
[10], [11].

processes
Management with supplier
Management with partners
Management with human
resources
Management with all
phases of project
Management of project
state

TABLE 4: RESULTS FOR NEW AND IMPROVED ITIL MODEL

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

S.Taylor, S. Lacy, and I. Macfarlane, ITIL Version 3 Service

Transition, The Office of Government Commerce, May 2007.
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Time period for the implementation of phase is 140

days, and for that implementation is needed 30 employees.
V. CONCLUSION
The new ITIL V3 model for Service Transition phase
has a new process which we called as Project Management
[6], [8] in which are included plans for Transition Planning
& Support process and Change Management process.
Project Management includes actions for choosing the
external company for the realization of some job, signing a
contract with external company and management with
supplier, partners, all phases of project and management of
project state.
The analysis of results from sections 3 and 4 shows that
results for new integrated ITIL V3 model are pretty better
than for the old one. The time period for the realization of
the old model is 175 days and for the new model is 140
days, so new model is 20% better than the old one. The
similar result has been achieved for the number of
employees that are responsible for the implementation of 2
new services (39 ->30), so new model is 23% better in this
case than the old one. The new ITIL V3 model is better in

105