The Israel Telecommunication Corp Limited IT Division Production

The Israel Telecommunication Corp. Limited IT Division Production Readiness Reviews of Information Systems in Bezeq Noga Yinon Information Technology Division, BEZEQ 2003 November Production Readiness Reviews of IT 1

The Israel Telecommunication Corp. Limited IT Division 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 2003 November Production Readiness Reviews of IT 2

The Israel Telecommunication Corp. Limited IT Division Quality in Bezeq • The Bezeq’s Service Level Agreement • ISO 9002 Accreditation - Or Customer Service Centers 144, 166, 199… - Or In-House Services 2003 November Production Readiness Reviews of IT 3

The Israel Telecommunication Corp. Limited 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 2003 November Production Readiness Reviews of IT 4

The Israel Telecommunication Corp. Limited IT Division 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… 2003 November Production Readiness Reviews of IT 5

The Israel Telecommunication Corp. Limited IT Division IT Projects mble E Ense RP/SAP NG/ ILLI B Data NSM/ War 144 ehou Tivoli Data ive se Mini ant ng M/V R C m Mirsha l GIS/ Telecom il rs Mgmt q. B e Supplie TI C ez B ce eq’s Infranet i Off t Web site Mgm 2003 November Production Readiness Reviews of IT 6

The Israel Telecommunication Corp. Limited IT Division 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 2003 November Production Readiness Reviews of IT 7

The Israel Telecommunication Corp. Limited IT Division 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 2003 November Production Readiness Reviews of IT 8

The Israel Telecommunication Corp. Limited IT Division 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 2003 November Production Readiness Reviews of IT 9

The Israel Telecommunication Corp. Limited IT Division PRR Standard • • The Procedure The Checklist The Participants Lessons Learned 2003 November Production Readiness Reviews of IT 10

The Israel Telecommunication Corp. Limited IT Division 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 2003 November Production Readiness Reviews of IT 11

The Israel Telecommunication Corp. Limited IT Division 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 2003 November Production Readiness Reviews of IT 12

The Israel Telecommunication Corp. Limited IT Division 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 2003 November Production Readiness Reviews of IT 13

The Israel Telecommunication Corp. Limited IT Division 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 2003 November Production Readiness Reviews of IT 14

The Israel Telecommunication Corp. Limited IT Division • • PR Checklist Sections (the Stakeholders) Vendors Customers Technology & Infrastructure Information Security Operations Help-Desk Project Team Quality Assurance 2003 November Production Readiness Reviews of IT 15

The Israel Telecommunication Corp. Limited IT Division 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 2003 November Production Readiness Reviews of IT 16

The Israel Telecommunication Corp. Limited IT Division Checklist subsets (2) • Technologies & Infrastructure – Databases – Connectivity – Distribution of application – Job scheduling – Audit & control – Backup & recovery – Testing of the above… 2003 November Production Readiness Reviews of IT 17

The Israel Telecommunication Corp. Limited IT Division 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 2003 November Production Readiness Reviews of IT 18

The Israel Telecommunication Corp. Limited IT Division 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 2003 November Production Readiness Reviews of IT 19

The Israel Telecommunication Corp. Limited IT Division 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 2003 November Production Readiness Reviews of IT 20

The Israel Telecommunication Corp. Limited IT Division 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 2003 November Production Readiness Reviews of IT 21

The Israel Telecommunication Corp. Limited IT Division Measuring PRR Results • Eliminate failures & crisis – subjective, performed • Help-desk service measures – performed • Defects rate in prod – planned • Customer satisfaction of rollout phase – planned 2003 November Production Readiness Reviews of IT 22

The Israel Telecommunication Corp. Limited IT Division 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 !!! 2003 November Production Readiness Reviews of IT 23

The Israel Telecommunication Corp. Limited IT Division Thank You Nogay@bezeq. com 2003 November Production Readiness Reviews of IT 24