Download - The Israel Telecommunication Corp. Limited IT Division 2003 November Production Readiness Reviews of IT Systems in Bezeq 1 Production Readiness Reviews.

2003 November Production Readiness Reviews of IT Systems in Bezeq 1

The Israel Telecommunication Corp. LimitedIT Division

Production Readiness Reviews

of Information Systems in Bezeq

Noga YinonInformation Technology Division,

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



Quality in Bezeq

• The Bezeq’s Service Level Agreement • ISO 9002 Accreditation

- Or Customer Service Centers 144, 166, 199…

- Or In-House Services



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



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…



IT Projects

BILLING/EnsembleERP/SAP

CRM/Vantive

Data WarehouseData Mining

Infranet

Telecom

Suppliers MgmtCTI

GIS/Mirsham

BezeqBill

Bezeq’s WebsiteOffice

Mgmt

NSM/Tivoli144



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



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



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



PRR Standard• The Procedure• The Checklist• The Participants• Lessons Learned



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



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



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



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



PR Checklist Sections (the Stakeholders)

• Vendors• Customers• Technology & Infrastructure• Information Security• Operations• Help-Desk• Project Team• Quality Assurance



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



Checklist subsets (2)

• Technologies & Infrastructure – Databases– Connectivity– Distribution of application– Job scheduling– Audit & control– Backup & recovery– Testing of the above…



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



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



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



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



Measuring PRR Results

• Eliminate failures & crisis – subjective, performed

• Help-desk service measures – performed

• Defects rate in prod – planned

• Customer satisfaction of rollout phase – planned



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 !!!



Thank You

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