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

2. The Israel Telecommunication Corp. Limited IT Division 2003 November 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

3. The Israel Telecommunication Corp. Limited IT Division 2003 November 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

4. The Israel Telecommunication Corp. Limited IT Division 2003 November 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

5. The Israel Telecommunication Corp. Limited IT Division 2003 November 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…

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

7. The Israel Telecommunication Corp. Limited IT Division 2003 November 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

8. The Israel Telecommunication Corp. Limited IT Division 2003 November 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

9. The Israel Telecommunication Corp. Limited IT Division 2003 November 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

10. The Israel Telecommunication Corp. Limited IT Division 2003 November Production Readiness Reviews of IT Systems in Bezeq 10 PRR Standard The Procedure The Checklist The Participants Lessons Learned

11. The Israel Telecommunication Corp. Limited IT Division 2003 November 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

12. The Israel Telecommunication Corp. Limited IT Division 2003 November 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

13. The Israel Telecommunication Corp. Limited IT Division 2003 November 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

14. The Israel Telecommunication Corp. Limited IT Division 2003 November 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

15. The Israel Telecommunication Corp. Limited IT Division 2003 November 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

16. The Israel Telecommunication Corp. Limited IT Division 2003 November 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

17. The Israel Telecommunication Corp. Limited IT Division 2003 November 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…

18. The Israel Telecommunication Corp. Limited IT Division 2003 November 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

19. The Israel Telecommunication Corp. Limited IT Division 2003 November 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

20. The Israel Telecommunication Corp. Limited IT Division 2003 November 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

21. The Israel Telecommunication Corp. Limited IT Division 2003 November 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

22. The Israel Telecommunication Corp. Limited IT Division 2003 November 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

23. The Israel Telecommunication Corp. Limited IT Division 2003 November 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 !!!

24. The Israel Telecommunication Corp. Limited IT Division 2003 November Production Readiness Reviews of IT Systems in Bezeq 24 Thank You Nogay@bezeq.com