the israel telecommunication corp. limited it division 2003 november production readiness reviews of...
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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
2003 November Production Readiness Reviews of IT Systems in Bezeq 2
The Israel Telecommunication Corp. LimitedIT 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 Systems in Bezeq 3
The Israel Telecommunication Corp. LimitedIT 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 Systems in Bezeq 4
The Israel Telecommunication Corp. LimitedIT Division
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 Systems in Bezeq 5
The Israel Telecommunication Corp. LimitedIT 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 Systems in Bezeq 6
The Israel Telecommunication Corp. LimitedIT Division
IT Projects
BILLING/EnsembleERP/SAP
CRM/Vantive
Data WarehouseData Mining
Infranet
Telecom
Suppliers MgmtCTI
GIS/Mirsham
BezeqBill
Bezeq’s WebsiteOffice
Mgmt
NSM/Tivoli144
2003 November Production Readiness Reviews of IT Systems in Bezeq 7
The Israel Telecommunication Corp. LimitedIT 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 Systems in Bezeq 8
The Israel Telecommunication Corp. LimitedIT 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 Systems in Bezeq 9
The Israel Telecommunication Corp. LimitedIT 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 Systems in Bezeq 10
The Israel Telecommunication Corp. LimitedIT Division
PRR Standard• The Procedure• The Checklist• The Participants• Lessons Learned
2003 November Production Readiness Reviews of IT Systems in Bezeq 11
The Israel Telecommunication Corp. LimitedIT 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 Systems in Bezeq 12
The Israel Telecommunication Corp. LimitedIT 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 Systems in Bezeq 13
The Israel Telecommunication Corp. LimitedIT 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 Systems in Bezeq 14
The Israel Telecommunication Corp. LimitedIT 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 Systems in Bezeq 15
The Israel Telecommunication Corp. LimitedIT 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 Systems in Bezeq 16
The Israel Telecommunication Corp. LimitedIT 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 Systems in Bezeq 17
The Israel Telecommunication Corp. LimitedIT 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 Systems in Bezeq 18
The Israel Telecommunication Corp. LimitedIT 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 Systems in Bezeq 19
The Israel Telecommunication Corp. LimitedIT 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 Systems in Bezeq 20
The Israel Telecommunication Corp. LimitedIT 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 Systems in Bezeq 21
The Israel Telecommunication Corp. LimitedIT 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 Systems in Bezeq 22
The Israel Telecommunication Corp. LimitedIT 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 Systems in Bezeq 23
The Israel Telecommunication Corp. LimitedIT 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 Systems in Bezeq 24
The Israel Telecommunication Corp. LimitedIT Division
Thank You