Service Validation and Testing: Difference between revisions

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== ITIL Service Validation and Testing: Overview ==
<p>&nbsp;</p>


'''Process Objective''': To ensure that deployed releases and the resulting services meet customer expectations, and to verify that IT operations is able to support the new service.
==<span id="ITIL Service Validation and Testing">Overview</span>==
 
'''Objective''': The objective of ''ITIL Service Validation and Testing'' is to ensure that deployed Releases and the resulting services meet customer expectations, and to verify that IT operations is able to support the new service.


'''Part of''': [[ITIL V3 Service Transition|Service Transition]]
'''Part of''': [[ITIL V3 Service Transition|Service Transition]]


'''Process Owner''': [[Service Validation and Testing#ITIL Roles in Service Validation and Testing|Test Manager]]
'''Process Owner''': [[Service Validation and Testing#Test Manager|Test Manager]]
 
<p>&nbsp;</p>
 
== Process Description ==


[[Image:Itil-service-validation.jpg|right|thumb|375px|alt=Service Validation ITIL|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_service_validation_and_testing_itilv3.pdf ITIL Service Validation]]]
Service Validation and Testing was introduced as a new process in ITIL V3. Major additions are details on the various testing stages during [[ITIL V3 Service Transition|Service Transition]] and descriptions of the corresponding testing approaches.


== ITIL Service Validation and Testing: Process Definition ==
In ''''' ITIL 2011''''' additional interfaces between [[Service Validation and Testing|Service Validation]] and [[Project Management - Transition Planning and Support|Project Management]] have been added to make sure that Project Management is constantly provided with current planning information.


[[Image:Itil-service-validation.jpg|thumb=overview_service_validation_and_testing_itilv3_thumb.jpg|left|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_service_validation_and_testing_itilv3.pdf Service Validation & Testing]]]
The process overview of [[Media:Itil-service-validation.jpg|Service Validation & Testing (.JPG)]] is showing the most important interfaces (''see Figure 1'').


Service Validation and Testing is new process in ITIL V3; ITIL V2 covered some aspects of Release testing within [[Release Management]] but ITIL V3 provides considerably enhanced guidance. Major additions in ITIL V3 are details on the various testing stages during [[ITIL V3 Service Transition|Service Transition]] and descriptions of the corresponding testing approaches.
<p>&nbsp;</p>


The following sub-processes are part of [[Service Validation and Testing|Service Validation and Testing]]:
== Sub-Processes ==
<br style="clear:both;"/>


=== Sub-Processes ===
These are the [[Service Validation and Testing|ITIL Service Validation]] sub-processes and their process objectives:


;Test Model Definition
<p>&nbsp;</p>
:Process Objective: To specify in detail how the Release will be tested and quality-assured. In particular, this process defines the [[Service Validation and Testing#Test Model|testing concept]] and specific test cases to be used during Service Validation.


;Service Design Validation
;<span id="Test Model Definition">[[Service Validation and Testing#Test Model|Test Model]] Definition</span>
:Process Objective: To ensure that an IT service meets its functionality and quality requirements and that the service provider is ready to operate the new service when it has been deployed.
:Process Objective: To specify in detail how the [[Release and Deployment Management#Release|Release]] will be tested and quality-assured. In particular, this process defines the [[Service Validation and Testing#Test Model|testing concept]] and specific test cases to be used during Service Validation.


;Release Component Acquisition
;<span id="ITIL Validation RC Acquisition">Release Component Acquisition</span>
:Process Objective: To acquire the components of a Release and submit them to an initial assessment. This process ensures that only components which meet stringent quality criteria are allowed to enter the intensive testing phase.
:Process Objective: To acquire the components of a Release and submit them to an initial assessment. This process ensures that only components which meet stringent quality criteria are allowed to enter the intensive [[Service Validation and Testing#ITIL Release Test|testing phase]].


;Release Test
;<span id="ITIL Release Test">Release Test</span>
:Process Objective: To test all Release Components and all tools and mechanisms required for deployment, migration and back out. This process ensures that only components which meet stringent quality criteria are deployed into the live productive environment.
:Process Objective: To test all Release Components and all tools and mechanisms required for deployment, migration and back out. This process ensures that only components which meet stringent quality criteria are deployed into the live productive environment.


;Service Acceptance Testing
;<span id="ITIL Service Acceptance Testing">Service Acceptance Testing</span>
:Process Objective: To verify if all conditions are met for the new service to be activated, and to obtain a binding consent from the customer that the new service fulfils the agreed [[Service Level Management#SLR|Service Level Requirements]].
:Process Objective: To verify if all conditions are met for the new service to be activated, and to obtain a binding consent from the customer that the new service fulfils the agreed [[Service Level Management#SLR|Service Level Requirements]].
:''Note'': If the Release passed all previous quality assurance checkpoints, Service Acceptance Testing should not result in any new errors; if serious defects are discovered, however, it must be decided between customer, Service Level Manager and Release Manager what actions are to follow (&#8594; see [[Service Validation and Testing#Responsibilities ITIL Validation|Responsibility Matrix]]).


<p>&nbsp;</p>


===== Downloads =====
== Definitions ==
 
Use the following links to open the process overview of Service Validation & Testing showing the most important interfaces:
 
* [[Media:Itil-service-validation.jpg|Service Validation & Testing (.JPG)]]
* [https://wiki.en.it-processmaps.com/images/pdf/process_overview_service_validation_and_testing_itilv3.pdf Service Validation & Testing (.PDF)]''
 


=== ITIL Terms: Service Validation and Testing ===
The following ITIL terms and acronyms (''information objects'') are used in ITIL Service Validation to represent process outputs and inputs:


;<span id="Development Installation QA Documentation">Development/ Install. QA Documentation</span>
<p>&nbsp;</p>
:A documentation of tests and quality assurance measures applied during the development or installation of applications, systems and other infrastructure components (e.g. component tests, code walk-throughs, ...). A complete Development/ Installation QA Documentation testifies that the required QA measures were applied prior to handing a Release component over to Release Management.


;<span id="Service Design Validation Report">Service Design Validation Report</span>
;Data for Project Plan Update
:A report summarizing the results of the Service Design Validation testing activities, documenting that the Service Design Package correctly matches the Service Requirements.  
:Current information related to project progress and resource consumption. This information is sent from various Service Transition processes to Project Management as input for Project Control and Reporting.


;<span id="Testing Script">Testing Script</span>
;<span id="Development Installation QA Documentation">Development/ Installation QA Documentation</span>
:A detailed set of instructions for testing certain aspects of an application or infrastructure item. The Testing Script essentially defines the activities to be carried out and the expected outcomes.  
:A documentation of tests and quality assurance measures applied during the development or installation of applications, systems and other infrastructure components (e.g. component tests, code walk-throughs, ...). A complete Development/ Installation Quality Assurance (QA) Documentation testifies that the required QA measures were applied prior to handing a Release component over to [[Release and Deployment Management|Release Management]].  


;<span id="Test Model">Test Model</span>
;<span id="Test Model">Test Model</span>
:A Test Model is created during the Release planning phase to specify in detail the testing approach used for deploying a Release into the productive environment. It is an important input for the Project Plan. Most importantly, this document defines the required quality assurance checkpoints during the Release deployment.  
:A [[#Test Model Definition|Test Model]] is created during the Release planning phase to specify in detail the testing approach used for deploying a Release into the productive environment. It is an important input for the [[Project Management - Transition Planning and Support#ITIL Project Plan|Project Plan]]. Most importantly, this document defines the required quality assurance checkpoints during the [[Release and Deployment Management#ITIL Release Deployment|Release deployment]], as well as the required test scripts.  


;<span id="Validation Test Report">Validation Test Report</span>
;<span id="Validation Test Report">Validation Test Report</span>
:A Validation Test Report summarizes the results of testing and assessment activities, documenting that the assessed Release components successfully passed a validation stage.
:A Validation Test Report summarizes the results of testing and assessment activities, documenting that the assessed Release components successfully passed a validation stage.


== Additional Information on Service Validation and Testing ==
<p>&nbsp;</p>


==== ITIL KPIs ====
== KPIs ==
* [[ITIL KPIs Service Transition#ITIL KPIs Service Validation and Testing|Key Performance Indicators (KPIs) Service Validation and Testing]]
* [[ITIL KPIs Service Transition#ITIL KPIs Service Validation and Testing|Key Performance Indicators (KPIs) Service Validation and Testing]]


<p>&nbsp;</p>


==== ITIL Roles in Service Validation and Testing ====
== Roles | Responsibilities ==


;Test Manager - Process Owner
;<span id="Test Manager">Test Manager - Process Owner</span>
:The Test Manager ensures that deployed Releases and the resulting services meet customer expectations, and verifies that IT operations is able to support the new service.
:The Test Manager ensures that deployed Releases and the resulting services meet customer expectations, and verifies that IT operations is able to support the new service.


;Compliance Manager
<p>&nbsp;</p>
:The Compliance Manager's responsibility is to ensure that standards and guidelines is followed, or that proper, consistent accounting or other practices are being employed.
 
:This includes to make sure that external legal requirements are fulfilled.
{| border="1" cellpadding="5" cellspacing="0" style="text-align:center;" valign="top"
|-
| valign="top"  colspan="8" style="background:#ffffdd;" align="center"| '''<span id="Responsibilities ITIL Validation">Responsibility Matrix: ITIL Service Validation & Testing</span>'''
|-
!  width="30%" align="center" style="background:#ffffee;" | ITIL Role / Sub-Process
! style="background:#ffffee;" | [[Service Validation and Testing#Test Manager|Test Manager]]
! style="background:#ffffee;" | Information Security Manager[[#Roles|<small>[3]</small>]]
! style="background:#ffffee;" | Compliance Manager[[#Roles|<small>[3]</small>]]
! style="background:#ffffee;" | Service User[[#Roles|<small>[3]</small>]]
! style="background:#ffffee;" | IT Operator[[#Roles|<small>[3]</small>]]
! style="background:#ffffee;" | Customer[[#Roles|<small>[3]</small>]]
! style="background:#ffffee;" | Other roles involved
|-
| align="left" |[[#Test Model Definition|Test Model Definition]]
| A[[Service Validation and Testing#Accountable|<small>[1]</small>]]R[[Service Validation and Testing#Responsible|<small>[2]</small>]]
|
|
|
|
|
|
|-
| align="left" |[[#ITIL Validation RC Acquisition|Release Component Acquisition]]
| AR
|
|
|
|
|
|
|-
| align="left" |[[#ITIL Release Test|Release Test]]
| AR
| R
| R
| R
| R
|
|
|-
| align="left" |[[#ITIL Service Acceptance Testing|Service Acceptance Testing]]
| AR
|
|
| R
| R
| R
| R[[Service Validation and Testing#Team|<small>[4]</small>]]
|-
|}


;Customer
<p>&nbsp;</p>
:Someone who buys goods or services.
:The Customer of an IT Service Provider is the person or group who defines and agrees the service level targets.


;IT Security Manager
'''Remarks'''
:The IT Security Manager is responsible for ensuring the confidentiality, integrity and availability of an organization’s assets, information, data and IT services.
:He is usually involved in an organizational approach to Security Management which has a wider scope than the IT service provider, and includes handling of paper, building access, phone calls etc., for the entire organization.


;Release Manager
<span id="Accountable">[1] ''A: Accountable'' according to the RACI Model: Those who are ultimately accountable for the correct and thorough completion of the Service Validation and Testing process.</span>
:The Release Manager is responsible for planning, scheduling and controlling the movement of Releases to test and live environments. His primary objective is to ensure that the integrity of the live environment is protected and that the correct components are released.  


;Service Level Manager
<span id="Responsible">[2] ''R: Responsible'' according to the RACI Model: Those who do the work to achieve a task within Service Validation.</span>
:The Service Level Manager is responsible for negotiating Service Level Agreements and ensuring that these are met.
:He makes sure that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets.
:The Service Level Manager also monitors and reports on service levels.  


;User
<span id="Roles">[3] see [[Roles within ITIL V3|&#8594; Role descriptions...]]</span>
:The user of an IT service on the business side.


<span id="Team">[4] Service Level Manager, Release Manager and Service Owner. [[Roles within ITIL V3| &#8594; Role descriptions...]]</span>


<i><small>[[Main Page|Home]] > [[ITIL Processes]] > [[ITIL V3 Service Transition|Service Transition]] > [[Service Validation and Testing|Service Validation and Testing]]</small></i>
<p>&nbsp;</p>


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Revision as of 13:55, 12 November 2011

<seo metakeywords="service validation and testing, itil service validation and testing, itil testing, service validation and testing process" metadescription="Service Validation and Testing: ITIL process definition - Sub-processes - Terms - Additional information on ITIL Service Validation and Testing." />

DE - ES - Service Validation and Testingdiese Seite auf Deutschesta página en español
DE - ES - Service Validation and Testing


 

Overview

Objective: The objective of ITIL Service Validation and Testing is to ensure that deployed Releases and the resulting services meet customer expectations, and to verify that IT operations is able to support the new service.

Part of: Service Transition

Process Owner: Test Manager

 

Process Description

Service Validation ITIL
ITIL Service Validation

Service Validation and Testing was introduced as a new process in ITIL V3. Major additions are details on the various testing stages during Service Transition and descriptions of the corresponding testing approaches.

In ITIL 2011 additional interfaces between Service Validation and Project Management have been added to make sure that Project Management is constantly provided with current planning information.

The process overview of Service Validation & Testing (.JPG) is showing the most important interfaces (see Figure 1).

 

Sub-Processes

These are the ITIL Service Validation sub-processes and their process objectives:

 

Test Model Definition
Process Objective: To specify in detail how the Release will be tested and quality-assured. In particular, this process defines the testing concept and specific test cases to be used during Service Validation.
Release Component Acquisition
Process Objective: To acquire the components of a Release and submit them to an initial assessment. This process ensures that only components which meet stringent quality criteria are allowed to enter the intensive testing phase.
Release Test
Process Objective: To test all Release Components and all tools and mechanisms required for deployment, migration and back out. This process ensures that only components which meet stringent quality criteria are deployed into the live productive environment.
Service Acceptance Testing
Process Objective: To verify if all conditions are met for the new service to be activated, and to obtain a binding consent from the customer that the new service fulfils the agreed Service Level Requirements.
Note: If the Release passed all previous quality assurance checkpoints, Service Acceptance Testing should not result in any new errors; if serious defects are discovered, however, it must be decided between customer, Service Level Manager and Release Manager what actions are to follow (→ see Responsibility Matrix).

 

Definitions

The following ITIL terms and acronyms (information objects) are used in ITIL Service Validation to represent process outputs and inputs:

 

Data for Project Plan Update
Current information related to project progress and resource consumption. This information is sent from various Service Transition processes to Project Management as input for Project Control and Reporting.
Development/ Installation QA Documentation
A documentation of tests and quality assurance measures applied during the development or installation of applications, systems and other infrastructure components (e.g. component tests, code walk-throughs, ...). A complete Development/ Installation Quality Assurance (QA) Documentation testifies that the required QA measures were applied prior to handing a Release component over to Release Management.
Test Model
A Test Model is created during the Release planning phase to specify in detail the testing approach used for deploying a Release into the productive environment. It is an important input for the Project Plan. Most importantly, this document defines the required quality assurance checkpoints during the Release deployment, as well as the required test scripts.
Validation Test Report
A Validation Test Report summarizes the results of testing and assessment activities, documenting that the assessed Release components successfully passed a validation stage.

 

KPIs

 

Roles | Responsibilities

Test Manager - Process Owner
The Test Manager ensures that deployed Releases and the resulting services meet customer expectations, and verifies that IT operations is able to support the new service.

 

Responsibility Matrix: ITIL Service Validation & Testing
ITIL Role / Sub-Process Test Manager Information Security Manager[3] Compliance Manager[3] Service User[3] IT Operator[3] Customer[3] Other roles involved
Test Model Definition A[1]R[2]
Release Component Acquisition AR
Release Test AR R R R R
Service Acceptance Testing AR R R R R[4]

 

Remarks

[1] A: Accountable according to the RACI Model: Those who are ultimately accountable for the correct and thorough completion of the Service Validation and Testing process.

[2] R: Responsible according to the RACI Model: Those who do the work to achieve a task within Service Validation.

[3] see → Role descriptions...

[4] Service Level Manager, Release Manager and Service Owner. → Role descriptions...

 

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