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Production Readiness Reviews of Information Systems in Bezeq Noga Yinon

Production Readiness Reviews of Information Systems in Bezeq Noga Yinon Information Technology Division, BEZEQ. Bezeq – an Overview. Major provider of telecommunications Offers a wide range of advanced communication services Turnover in billion NIS - 2002

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Production Readiness Reviews of Information Systems in Bezeq Noga Yinon

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  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

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