Session Name/Lecture Name November 2003 Session Name/Lecture Name Production Readiness Reviews of Information Systems in Bezeq Noga Yinon Information Technology Division, BEZEQ Production Readiness Reviews of IT Systems in Bezeq 2003 November IEEE Software International Conference

Production Readiness Reviews of IT Systems in Bezeq 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 2003 November

Production Readiness Reviews of IT Systems in Bezeq 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 2003 November

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 2003 November

Production Readiness Reviews of IT Systems in Bezeq 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 2003 November

Telecom Suppliers Mgmt IT Projects BILLING/Ensemble ERP/SAP 144 Data Warehouse Data Mining NSM/Tivoli CRM/Vantive GIS/Mirsham Telecom Suppliers Mgmt BezeqBill CTI Office Mgmt Bezeq’s Website Infranet Production Readiness Reviews of IT Systems in Bezeq 2003 November

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 2003 November

Production Readiness Reviews of IT Systems in Bezeq 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 2003 November

Production Readiness Reviews of IT Systems in Bezeq 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 2003 November

PRR Standard The Procedure The Checklist The Participants Lessons Learned PRR = Production Readiness Review Production Readiness Reviews of IT Systems in Bezeq 2003 November

Production Readiness Reviews of IT Systems in Bezeq 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 2003 November

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 2003 November

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 2003 November

Production Readiness Reviews of IT Systems in Bezeq 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 2003 November

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 2003 November

Production Readiness Reviews of IT Systems in Bezeq 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 2003 November

Production Readiness Reviews of IT Systems in Bezeq 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 2003 November

Production Readiness Reviews of IT Systems in Bezeq 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 2003 November

Production Readiness Reviews of IT Systems in Bezeq 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 2003 November

Production Readiness Reviews of IT Systems in Bezeq 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 2003 November

Production Readiness Reviews of IT Systems in Bezeq 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 2003 November

Production Readiness Reviews of IT Systems in Bezeq 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 2003 November

Production Readiness Reviews of IT Systems in Bezeq 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 2003 November

Production Readiness Reviews of IT Systems in Bezeq Thank You Nogay@bezeq.com Production Readiness Reviews of IT Systems in Bezeq 2003 November