Service Validation Introduction v1.0TJ

FOR INTERNAL USE ONLY

SERVICE VALIDATION- T H E R O A D S H O W

Tijs van Velthoven

March, 2015

B Y T I J S V A N V E L T H O V E N - I N T E R N A L U S E O N L Y 0


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• Who are Service Validation?

• What is Service Validation?

• The Process

• What does Service Validation do?

• When is Service Validation involved?

• The MO Assessment

• Benefits of having Service Validation

• Questions?

AgendaAgendaAgendaAgenda

B Y T I J S V A N V E L T H O V E N - I N T E R N A L U S E O N L Y


XxxXxxXxxXxx----company:company:company:company:

Team located in ChinaTeam located in ChinaTeam located in ChinaTeam located in China

Insert OrgInsert OrgInsert OrgInsert Org----Chart hereChart hereChart hereChart here

Service Validation Manager Service Validation Manager Service Validation Manager Service Validation Manager –––– Tijs van VelthovenTijs van VelthovenTijs van VelthovenTijs van Velthoven

Service Validation Coordinator Service Validation Coordinator Service Validation Coordinator Service Validation Coordinator ––––

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Who are Service Validation?Who are Service Validation?Who are Service Validation?Who are Service Validation?



WHAT IS SERVICE VALIDATION?

The ITIL Process ‘Service Validation (& Testing):

“…ensures that deployed Releases (and the resulting services) meet customer expectations, and to verify that IT operations is able to support the new service”

“…is aimed at ensuring the quality which is offered in the Service Offering, and developed in the Service Design”

“…defines the testing of services during the Service Transition phase. This will ensure that new or changed services are fit for purpose and fit for use”

You see, opinions differ on the general meaning of Service Validation.

What does Service Validation cover within xxx-company? ��

3B Y T I J S V A N V E L T H O V E N - I N T E R N A L U S E O N L Y


WHAT IS SERVICE VALIDATION? (IN XXX-

COMPANY)

The purpose of ‘Service Validation’:

“…is to validate IT Service for the production environment by E2E

acceptance criteria”

In daily practice this means that Service Validation:

� Assesses Projects and Changes for potential impact on the ability

of Service Delivery to support related Services towards end-users

� Supports Project- and Change owners with the collection of

Acceptance Criteria at Service Delivery

� Supports all involved parties with coordination of relevant Testing



WHY SERVICE VALIDATION?



THE PROCESS…

- ACTIVITIES



7

Service Validation

Final Acceptance

Consulting

Setting & Maintaining Acceptance

Criteria

On-going Coordination

Acceptance Testing

What does Service Validation do?What does Service Validation do?What does Service Validation do?What does Service Validation do?



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ConsultingConsultingConsultingConsulting


Criteria


Acceptance Testing

Final Acceptance

• Consulting Project Teams regarding MO Processes

• Change Process

• Service Validation

• Release Management

• Configuration Management

• Etc

• Connecting Project Teams to relevant MO Teams & vice-

versa




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• Coordinating Completion of ‘Intake’ MO Assessment

• Distribution Project-related information to MO Teams• Team Managers & Operational Process Managers

• Service (Delivery) Managers

• Engineering Teams

• Service Desk

• etc

• Facilitation of internal MO-discussion regarding Project Impact

• Collection of MO ‘acceptance criteria’

• Coordination of sign-off on Intake MO Assessment




Criteria


Acceptance Testing

Final Acceptance



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• Single (dedicated) Point of Contact• Communication Hub - Messenger

• From Project to MO

• From MO to Project

• Operational Alignment Service Delivery – SC&D• Using ‘Project Dashboard’

• To ensure over-and-back awareness of Projects, general

challenges, etc

• Coordinating Training-Efforts• i.e. coordinating with Service Desk on training staff regarding

new Services




Criteria


Acceptance Testing

Final Acceptance



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• Coordination of Acceptance Testing

• Collection test requirements (MO Acceptance Criteria)

• Collection test scripts• Typically from SDM

• Coordination test resources• Test Lab (Test Lab Manager)

• Test Engineer (Operational Engineering)

• Test result review & sign-off

• Coordination of review of test results

• Collection of confirmation MO Acceptance of results• Or feedback to Project Team for needed rework




Criteria


Acceptance Testing

Final Acceptance


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• Coordination Final MO Assessment

• Review delivery of requirements from ‘Intake MO Assessment’

• Confirming with all MO-Teams on readiness to accept Service

• i.e. ‘have trainings & documentation been created’

• i.e. ‘have all related CRQ’s been completed’

• Using –where relevant- Test Results as confirmation

• Facilitating discussion hand-over of Tasks & Deliverables

• After-care (completion trainings, documentation, etc)

• Carry-over tasks from Project to MO

• Review and Sign-Off MO Assessment with relevant stakeholders




Criteria


Acceptance Testing

Final Acceptance



THE PROCESS…

- TIMING



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Risk assessmentRisk assessmentRisk assessmentRisk assessment

- Architecture Architecture Architecture Architecture

assessment assessment assessment assessment

(PSA)(PSA)(PSA)(PSA)

- Security Security Security Security

assessmentassessmentassessmentassessment

- Validation Validation Validation Validation


(1 or separate (1 or separate (1 or separate (1 or separate

assessments, depending assessments, depending assessments, depending assessments, depending

on the type of project)on the type of project)on the type of project)on the type of project)

RequirementsRequirementsRequirementsRequirements

- Functional

- Non functional /

SaaS

requirements

- Signed ProjectSigned ProjectSigned ProjectSigned Project----

briefbriefbriefbrief

- UmbrellaUmbrellaUmbrellaUmbrella ChangeChangeChangeChange

High LevelHigh LevelHigh LevelHigh Level (Service(Service(Service(Service) ) ) )

DesignDesignDesignDesign

- ContextContextContextContext

- Integration with Integration with Integration with Integration with

other services and other services and other services and other services and

solutionssolutionssolutionssolutions

- Design Design Design Design

(conceptual / (conceptual / (conceptual / (conceptual /

logical / physical)*logical / physical)*logical / physical)*logical / physical)*

- Governance / Governance / Governance / Governance /

Service MgtService MgtService MgtService Mgt

Detailed DesignDetailed DesignDetailed DesignDetailed Design

- InterfacesInterfacesInterfacesInterfaces

- Configuration Configuration Configuration Configuration

design*design*design*design*

- Infrastructure Infrastructure Infrastructure Infrastructure


- 4 Signed 4 Signed 4 Signed 4 Signed

Assessments Assessments Assessments Assessments

(Sec/Arch/QA/MO)(Sec/Arch/QA/MO)(Sec/Arch/QA/MO)(Sec/Arch/QA/MO)

- Signed update Signed update Signed update Signed update

ProjectProjectProjectProject----briefbriefbriefbrief

- ---- Child CRs for Build Child CRs for Build Child CRs for Build Child CRs for Build

on QA Environ.on QA Environ.on QA Environ.on QA Environ.

PMP Phase 2‘Feasibility’

PMP Phase 3Development

End PMP4Accept. Phase

• In case of cloud: provided by vendor• AB= Architect Board• Green = Architect requirements. Blue = ISM Change requirements

(A) Project Director

(R) Service Architect

(A) Project Manager


(C) Domain Architect


(R) Domain Architect

(C) Service Architect


(R) Project PSO-er

(S) Service Validation

Officer

(S) Service Delivery

Manager


(R) Security Officer



(R) Project PSO-er


Officer


Manager


(R) Business



(R) Project PSO-er

PMP5ImplementPhase

---- Implement ChildImplement ChildImplement ChildImplement Child CR’s CR’s CR’s CR’s

on Production on Production on Production on Production

preferable via Release preferable via Release preferable via Release preferable via Release

ManagementManagementManagementManagement


(R) Project PSO-er

(S) Release Manager

• Consulting if necessary

When is Service Validation involved?When is Service Validation involved?When is Service Validation involved?When is Service Validation involved?

Design review report / Design review report / Design review report / Design review report /

BRS;BRS;BRS;BRS; RemarkRemarkRemarkRemark�� BRS can also BRS can also BRS can also BRS can also

be in PMP3 based on HLDbe in PMP3 based on HLDbe in PMP3 based on HLDbe in PMP3 based on HLD

- Unit testing & User Unit testing & User Unit testing & User Unit testing & User

acceptance testing acceptance testing acceptance testing acceptance testing

(Service Validation) (Service Validation) (Service Validation) (Service Validation)

strongly strongly strongly strongly

recommended on QA recommended on QA recommended on QA recommended on QA

EnvironmentEnvironmentEnvironmentEnvironment

- Signed off final MO Signed off final MO Signed off final MO Signed off final MO

AssessmentAssessmentAssessmentAssessment

- Impact & prepare Impact & prepare Impact & prepare Impact & prepare

Child CR’s for PROD.Child CR’s for PROD.Child CR’s for PROD.Child CR’s for PROD.



15













- Functional

- Non functional /

SaaS

requirements


































strongly recommended strongly recommended strongly recommended strongly recommended

on QA Environmenton QA Environmenton QA Environmenton QA Environment



- Impact & prepare Child Impact & prepare Child Impact & prepare Child Impact & prepare Child

CR’s for PROD.CR’s for PROD.CR’s for PROD.CR’s for PROD.



End PMP4Accept. Phase




(A) Project Manager







(R) Project PSO-er


Officer


Manager





(R) Project PSO-er


Officer


Manager


(R) Business



(R) Project PSO-er

PMP5ImplementPhase






(R) Project PSO-er

(S) Release Manager















• 4 Signed Assessments – incl. MO Assessment

• Child Changes for QA-Environment can be created



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- Functional

- Non functional /

SaaS

requirements











































PMP Phase 4Accept. Phase




(A) Project Manager







(R) Project PSO-er


Officer


Manager





(R) Project PSO-er


Officer


Manager


(R) Business



(R) Project PSO-er

PMP5ImplementPhase






(R) Project PSO-er

(S) Release Manager


• Unit Testing & User Acceptance Testing

• Sign-Off MO Assessment



THE MO ASSESSMENT



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• What is the MO Assessment?

• Document used to set MO Acceptance Criteria for a Project

• Covers all relevant MO Aspects (i.e. Capacity, Service Desk, etc)

• MO Assessment filled out in two steps/stages:

• Step 1: ‘intake’ of Project, setting MO Requirements

• Step 2: final version; counts as ‘MO Acceptance’ of Project Deliverables

• Why use MO Assessment?

• For MO: to set expectations/requirements to Project for delivering all

items relevant for MO to support eventual Project-Products

• For Project: As supporting overview of MO-related deliverables

The MO AssessmentThe MO AssessmentThe MO AssessmentThe MO Assessment



• Who use MO Assessment?Who use MO Assessment?Who use MO Assessment?Who use MO Assessment?

• Project Team (Project Director)

• Service Delivery Manager

• Service Validation Coordinator

• When When When When use MO Assessment?use MO Assessment?use MO Assessment?use MO Assessment?

• Intake MO Assessment:

• Before transfer to PMP Phase 4

• Final MO Assessment:

• Before transfer to PMP Phase 5

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• How How How How to use MO Assessmentto use MO Assessmentto use MO Assessmentto use MO Assessment????

• Intake Phase:

• Project Team sends ‘draft-version’ to Service Validation

• Service Validation formalizes MO Assessment by consulting & reviewing with

relevant stakeholders

• Service Validation arranges Sign –Off by relevant stakeholders and provides

copy to Project Team

• Final Phase:

• Project Team approaches Service Validation; “we want to hand-over project-

deliverables to MO”

• Service Validation performs Testing (if relevant)

• Service Validation verifies successful delivery of all ‘Acceptance Criteria’ set in

‘Intake MO Assessment’, and performs sign-off

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THE BENEFITS OF

SERVICE VALIDATION…



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The Benefits The Benefits The Benefits The Benefits –––– for Projectsfor Projectsfor Projectsfor Projects

• One dedicated ‘go-to’ Team in IT Service Delivery available!

• No more searching for who-is-who in ‘MO’

• Coordination within MO supported by Service Validation

• Support / Consulting on ‘MO’ Processes (!)

• Support in collection & clarification MO Acceptance Criteria

• Confirmation of Project Quality through Acceptance Testing

• Alignment Project Portfolio/Dashboard with MO Initiatives & Changes



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The Benefits The Benefits The Benefits The Benefits –––– for Endfor Endfor Endfor End----UsersUsersUsersUsers

• Project Deliverables’ impact on Operations limited to minimum

• Through additional (User Acceptance) Testing

• Through additional scrutiny on Deliverables before ‘go-live’

• Through enhanced preparedness of Support Teams & Systems on

supporting end-users with using Project Deliverables in Operations



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The Benefits The Benefits The Benefits The Benefits –––– for ‘MO’for ‘MO’for ‘MO’for ‘MO’

• One dedicated ‘go-to’ Team towards Project Divisions

• No searching for who-is-who in Projects

• Coordination with Projects covered by Service Validation

• Support / Consulting on Project Processes

• Support in collection & clarification Project Deliverables/Planning

• Enhanced identification of to-be-mitigated Risks & Issues in Projects

• Alignment Project Portfolio/Dashboard with MO Initiatives & Changes



Having Service Validation Means:Having Service Validation Means:Having Service Validation Means:Having Service Validation Means:

Project Team + MO = Success!Project Team + MO = Success!Project Team + MO = Success!Project Team + MO = Success!

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QUESTIONS


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Service Validation Introduction v1.0TJ