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Production Readiness Reviews of Information Systems in Bezeq

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תהליך חשוב בניהול איכות בארגון הוא הטיפול במערכות מידע לפני עלייתן לאוויר.
חטיבת טכנולוגיות מידע בבזק יישמה לאחרונה נוהל קפדני לטיפול בשלב ההיערכות
להפעלה בייצור על פעילויות המוכנות הנדרשות בו, במטרה לשפר את העמידה ביעדי
הפרויקטים והחטיבה ובמטרה לשפר את יכולת התחרות של החברה.
המצגת סוקרת את תהליך ''סקר המוכנות לייצור'' המיושם בהצלחה רבה במערכות המידע
בבזק: הנוהל, רשימת התיוג, השותפים לתהליך ולקחים שנלמדו.
מצגת מאת נגה יינון, מנהלת מתודולוגיות ואבטחת איכות של חטיבת טכנולוגיות מידע בבזק.

Published in: Leadership & Management
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Production Readiness Reviews of Information Systems in Bezeq

  1. 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. 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. 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. 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. 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. 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. 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. 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. 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. 10. 2003November 10 The Israel Telecommunication Corp. Limited IT Division PRR Standard • The Procedure • The Checklist • The Participants • Lessons Learned
  11. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 24. 2003November 24 The Israel Telecommunication Corp. Limited IT Division Thank You Nogay@bezeq.com

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