Production Readiness Reviews of Information Systems in Bezeq Noga Yinon Information Technology Division, BEZEQ

1. Production Readiness Reviews of Information Systems in BezeqNoga Yinon Information Technology Division, BEZEQ Production Readiness Reviews of IT Systems in Bezeq

2. Bezeq – an Overview • Major provider of telecommunications • Offers a wide range of advanced communication services • Turnover in billion NIS - 2002 • - 5.5 for Bezeq, 8.2 for entire Bezeq group • 8500 employees • Customers • - Business, Residential, Licensed Operators Production Readiness Reviews of IT Systems in Bezeq

3. Quality in Bezeq • The Bezeq’s Service Level Agreement • ISO 9002 Accreditation • - Or Customer Service Centers 144, 166, 199… • - Or In-House Services Production Readiness Reviews of IT Systems in Bezeq

4. IT Division (Hatal,חט"ל ) • Headed by the Bezeq’s CIO • Provides IT-based solutions • Enabling company to fulfill its targets by: • Supporting products’ lyfecycle • Optimizing resource management • Improving customer service • Producing decision support information • In-house customers and Bezeq’s customers Production Readiness Reviews of IT Systems in Bezeq

5. Hatal - Figures • 400 employees - SW experts • 6500 end-users • 320 sites • 35 million CDR’s per day • 2.75 million online transactions per day • 10,000 batch processes per day • 2 million bills/letters per month • Budget… Production Readiness Reviews of IT Systems in Bezeq

6. IT Projects BILLING/Ensemble ERP/SAP 144 Data Warehouse Data Mining NSM/Tivoli CRM/Vantive GIS/Mirsham TelecomSuppliers Mgmt BezeqBill CTI Office Mgmt Bezeq’s Website Infranet Production Readiness Reviews of IT Systems in Bezeq

7. Software Quality Management • Methodologies & QA managed by a corporate body in chief architect’s office • Expert quality engineers + consultants • Commitment is signed-off by CIO and published in a few media • Quality management reviews by CIO Production Readiness Reviews of IT Systems in Bezeq

8. QM Infrastructure • A set of procedures & tools • A Virtual PM Book • Testing management • ISO 9000 for operational service units • Measures for quality management • Knowledge management by QA Forums, Newsletters & Portal Production Readiness Reviews of IT Systems in Bezeq

9. QM for an IT project • Quality Manager for each major project • Pre-contract comprehensive support • Project Initialization Phase • Development & Quality Plan • Risk Management • Suppliers’ Control • Reviews & Approvals • Testing & Readiness Production Readiness Reviews of IT Systems in Bezeq

10. PRR Standard • The Procedure • The Checklist • The Participants • Lessons Learned PRR = Production Readiness Review Production Readiness Reviews of IT Systems in Bezeq

11. PRR Committee Roles • Review the production readiness of new information systems and major releases • Discuss status, issues & responsibility with all project stakeholders • Track action items to closure • Risk mitigation for roll-out phase Production Readiness Reviews of IT Systems in Bezeq

12. PRR Committee Initiation • PM is updating status according to a checklist, with a support of QM • PM sets up a review meeting with all participants • Timing – on AT phase Production Readiness Reviews of IT Systems in Bezeq

13. PRR Committee Agenda & Output • PM/QM reviews with participants all items of Checklist • Each participant is reporting status for his responsibility • For any open issue - define action item, owner & schedule • Record decisions on checklist • Set deadline for roll-out • Distribute checklist & decisions of committee Production Readiness Reviews of IT Systems in Bezeq

14. PRR Committee Members • PM’s – IT and Customer • IT Department Manager • Technology Department Rep. • DBA • Information Security Manager • Operations Rep. • Helpdesk Manager • Quality Managers – IT, Department & Project Production Readiness Reviews of IT Systems in Bezeq

15. PR Checklist Sections (the Stakeholders) • Vendors • Customers • Technology & Infrastructure • Information Security • Operations • Help-Desk • Project Team • Quality Assurance Production Readiness Reviews of IT Systems in Bezeq

16. Checklist subsets (1) • Vendor • Closing defects • Deliver user documentation • Knowledge transfer to Bezeq’s staff • Customer • Identify end-users, equipment, & permission levels • Finalize users’ AT • User training Production Readiness Reviews of IT Systems in Bezeq

17. Checklist subsets (2) • Technologies & Infrastructure • Databases • Connectivity • Distribution of application • Job scheduling • Audit & control • Backup & recovery • Testing of the above… Production Readiness Reviews of IT Systems in Bezeq

18. Checklist subsets (3) • Information Security • Connect to security system of Unix, Oracle & MF • Connect to SSO • Approval of Bezeq’s data security unit • Operations • Skeleton & Control-M definitions • Operations book for Unix, MF, CTRL-M, Operations • Train operations staff Production Readiness Reviews of IT Systems in Bezeq

19. Checklist subsets (4) • Help-Desk • HD Availability definitions • Flowchart of problem handling • User sites • Servers’ procedures • Contact list • Train of supporting staff • SW installation method • SW Install for end-users in prod. • Configuration test in user’s environment Production Readiness Reviews of IT Systems in Bezeq

20. Checklist subsets (5) • Project Team – to finalize • Roll-out & maintenance book • Maintenance arrangements w/purchasing unit • Data definition, reference tables • Data conversion, initialization • Interfacing systems procedures • Acceptance testing • Train of IT staff • Accept deliveries by contracts Production Readiness Reviews of IT Systems in Bezeq

21. Checklist subsets (6) • Quality Assurance • Risk management for rollout phase • Testing plans for prod. environment • CM procedures • Defects status review • Approve contractual deliverables • Guide & monitor the PRR process & readiness activities by standard Production Readiness Reviews of IT Systems in Bezeq

22. Measuring PRR Results • Eliminate failures & crisis – subjective, performed • Help-desk service measures – performed • Defects rate in prod – planned • Customer satisfaction of rollout phase – planned Production Readiness Reviews of IT Systems in Bezeq

23. Lessons Learned • PRR is an essential process ! • Commitment & participation of department managers is required • Updated checklist should be emailed to participants before and after meeting • Recurring meetings should be held if readiness status is unstable • Quality manager’s support for PM is required • Smooth rollout is enhanced by PRR !!! Production Readiness Reviews of IT Systems in Bezeq

24. Thank You Nogay@bezeq.com Production Readiness Reviews of IT Systems in Bezeq