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

2. 2003November 2
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

3. 2003November 3
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

4. 2003November 4
The Israel Telecommunication Corp. Limited
IT Division
IT Division (Hatal, )
• 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

5. 2003November 5
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…

6. 2003November 6
The Israel Telecommunication Corp. Limited
IT Division
IT Projects
BILLING/Ensemble
ERP/SAP
CRM/Vantive
Data Warehouse
Data Mining
Infranet
Telecom
Suppliers Mgmt
CTI
GIS/Mirsham
BezeqBill
Bezeq’sWebsite
Office
Mgmt
NSM/Tivoli
144

7. 2003November 7
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

8. 2003November 8
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

9. 2003November 9
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

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

11. 2003November 11
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

12. 2003November 12
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

13. 2003November 13
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

14. 2003November 14
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

15. 2003November 15
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

16. 2003November 16
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

17. 2003November 17
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…

18. 2003November 18
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

19. 2003November 19
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

20. 2003November 20
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

21. 2003November 21
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

22. 2003November 22
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

23. 2003November 23
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 !!!

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