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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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1
• 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
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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 ManagerService Validation ManagerService Validation ManagerService Validation Manager –––– Tijs van VelthovenTijs van VelthovenTijs van VelthovenTijs van Velthoven
Service Validation CoordinatorService Validation CoordinatorService Validation CoordinatorService Validation Coordinator ––––
2
Who are Service Validation?Who are Service Validation?Who are Service Validation?Who are Service Validation?
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
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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?
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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
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WHY SERVICE VALIDATION?
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THE PROCESS…
- ACTIVITIES
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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?
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
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8
ConsultingConsultingConsultingConsulting
Setting &
Maintaining
Acceptance
Criteria
On-going
Coordination
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
What does Service Validation do?What does Service Validation do?What does Service Validation do?What does Service Validation do?
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
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9
• 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
What does Service Validation do?What does Service Validation do?What does Service Validation do?What does Service Validation do?
ConsultingConsultingConsultingConsulting
Setting &
Maintaining
Acceptance
Criteria
On-going
Coordination
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
What does Service Validation do?What does Service Validation do?What does Service Validation do?What does Service Validation do?
ConsultingConsultingConsultingConsulting
Setting &
Maintaining
Acceptance
Criteria
On-going
Coordination
Acceptance
Testing
Final
Acceptance
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
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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
What does Service Validation do?What does Service Validation do?What does Service Validation do?What does Service Validation do?
ConsultingConsultingConsultingConsulting
Setting &
Maintaining
Acceptance
Criteria
On-going
Coordination
Acceptance
Testing
Final
Acceptance
FOR INTERNAL USE ONLY
12
• 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
What does Service Validation do?What does Service Validation do?What does Service Validation do?What does Service Validation do?
ConsultingConsultingConsultingConsulting
Setting &
Maintaining
Acceptance
Criteria
On-going
Coordination
Acceptance
Testing
Final
Acceptance
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
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THE PROCESS…
- TIMING
13B 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
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Risk assessmentRisk assessmentRisk assessmentRisk assessment
- ArchitectureArchitectureArchitectureArchitecture
assessmentassessmentassessmentassessment
(PSA)(PSA)(PSA)(PSA)
- SecuritySecuritySecuritySecurity
assessmentassessmentassessmentassessment
- ValidationValidationValidationValidation
assessmentassessmentassessmentassessment
(1 or separate(1 or separate(1 or separate(1 or separate
assessments, dependingassessments, dependingassessments, dependingassessments, 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 withIntegration withIntegration withIntegration with
other services andother services andother services andother services and
solutionssolutionssolutionssolutions
- DesignDesignDesignDesign
(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
- ConfigurationConfigurationConfigurationConfiguration
design*design*design*design*
- InfrastructureInfrastructureInfrastructureInfrastructure
design*design*design*design*
- 4 Signed4 Signed4 Signed4 Signed
AssessmentsAssessmentsAssessmentsAssessments
(Sec/Arch/QA/MO)(Sec/Arch/QA/MO)(Sec/Arch/QA/MO)(Sec/Arch/QA/MO)
- Signed updateSigned updateSigned updateSigned update
ProjectProjectProjectProject----briefbriefbriefbrief
- ---- Child CRs for BuildChild CRs for BuildChild CRs for BuildChild CRs for Build
on QA Environ.on QA Environ.on QA Environ.on QA Environ.
PMP Phase 2
‘Feasibility’
PMP Phase 3
Development
End PMP4
Accept. 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
(R) Service Architect
(C) Domain Architect
(A) Project Director
(R) Domain Architect
(C) Service Architect
(A) Project Director
(R) Project PSO-er
(S) Service Validation
Officer
(S) Service Delivery
Manager
(A) Project Director
(R) Security Officer
(R) Service Architect
(A) Project Director
(R) Project PSO-er
(S) Service Validation
Officer
(S) Service Delivery
Manager
(A) Project Director
(R) Business
(R) Service Architect
(A) Project Director
(R) Project PSO-er
PMP5
Implement
Phase
---- Implement ChildImplement ChildImplement ChildImplement Child CR’sCR’sCR’sCR’s
on Productionon Productionon Productionon Production
preferable via Releasepreferable via Releasepreferable via Releasepreferable via Release
ManagementManagementManagementManagement
(A) Project Director
(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 alsoBRS can alsoBRS can alsoBRS 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 & UserUnit testing & UserUnit testing & UserUnit testing & User
acceptance testingacceptance testingacceptance testingacceptance testing
(Service Validation)(Service Validation)(Service Validation)(Service Validation)
stronglystronglystronglystrongly
recommended on QArecommended on QArecommended on QArecommended on QA
EnvironmentEnvironmentEnvironmentEnvironment
- Signed off final MOSigned off final MOSigned off final MOSigned off final MO
AssessmentAssessmentAssessmentAssessment
- Impact & prepareImpact & prepareImpact & prepareImpact & prepare
Child CR’s for PROD.Child CR’s for PROD.Child CR’s for PROD.Child CR’s for PROD.
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 14
FOR INTERNAL USE ONLY
15
Risk assessmentRisk assessmentRisk assessmentRisk assessment
- ArchitectureArchitectureArchitectureArchitecture
assessmentassessmentassessmentassessment
(PSA)(PSA)(PSA)(PSA)
- SecuritySecuritySecuritySecurity
assessmentassessmentassessmentassessment
- ValidationValidationValidationValidation
assessmentassessmentassessmentassessment
(1 or separate(1 or separate(1 or separate(1 or separate
assessments, dependingassessments, dependingassessments, dependingassessments, 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 withIntegration withIntegration withIntegration with
other services andother services andother services andother services and
solutionssolutionssolutionssolutions
- DesignDesignDesignDesign
(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
- ConfigurationConfigurationConfigurationConfiguration
design*design*design*design*
- InfrastructureInfrastructureInfrastructureInfrastructure
design*design*design*design*
- 4 Signed4 Signed4 Signed4 Signed
AssessmentsAssessmentsAssessmentsAssessments
(Sec/Arch/QA/MO)(Sec/Arch/QA/MO)(Sec/Arch/QA/MO)(Sec/Arch/QA/MO)
- Signed updateSigned updateSigned updateSigned update
ProjectProjectProjectProject----briefbriefbriefbrief
- ---- Child CRs for BuildChild CRs for BuildChild CRs for BuildChild CRs for Build
on QA Environ.on QA Environ.on QA Environ.on QA Environ.
Design review report /Design review report /Design review report /Design review report /
BRS;BRS;BRS;BRS; RemarkRemarkRemarkRemark BRS can alsoBRS can alsoBRS can alsoBRS 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 & UserUnit testing & UserUnit testing & UserUnit testing & User
acceptance testingacceptance testingacceptance testingacceptance testing
(Service Validation)(Service Validation)(Service Validation)(Service Validation)
strongly recommendedstrongly recommendedstrongly recommendedstrongly recommended
on QA Environmenton QA Environmenton QA Environmenton QA Environment
- Signed off final MOSigned off final MOSigned off final MOSigned off final MO
AssessmentAssessmentAssessmentAssessment
- Impact & prepare ChildImpact & prepare ChildImpact & prepare ChildImpact & prepare Child
CR’s for PROD.CR’s for PROD.CR’s for PROD.CR’s for PROD.
PMP Phase 2
‘Feasibility’
PMP Phase 3
Development
End PMP4
Accept. 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
(R) Service Architect
(C) Domain Architect
(A) Project Director
(R) Domain Architect
(C) Service Architect
(A) Project Director
(R) Project PSO-er
(S) Service Validation
Officer
(S) Service Delivery
Manager
(A) Project Director
(R) Security Officer
(R) Service Architect
(A) Project Director
(R) Project PSO-er
(S) Service Validation
Officer
(S) Service Delivery
Manager
(A) Project Director
(R) Business
(R) Service Architect
(A) Project Director
(R) Project PSO-er
PMP5
Implement
Phase
---- Implement ChildImplement ChildImplement ChildImplement Child CR’sCR’sCR’sCR’s
on Productionon Productionon Productionon Production
preferable via Releasepreferable via Releasepreferable via Releasepreferable via Release
ManagementManagementManagementManagement
(A) Project Director
(R) Project PSO-er
(S) Release Manager
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 alsoBRS can alsoBRS can alsoBRS 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 & UserUnit testing & UserUnit testing & UserUnit testing & User
acceptance testingacceptance testingacceptance testingacceptance testing
(Service Validation)(Service Validation)(Service Validation)(Service Validation)
stronglystronglystronglystrongly
recommended on QArecommended on QArecommended on QArecommended on QA
EnvironmentEnvironmentEnvironmentEnvironment
- Signed off final MOSigned off final MOSigned off final MOSigned off final MO
AssessmentAssessmentAssessmentAssessment
- Impact & prepareImpact & prepareImpact & prepareImpact & prepare
Child CR’s for PROD.Child CR’s for PROD.Child CR’s for PROD.Child CR’s for PROD.
• 4 Signed Assessments – incl. MO Assessment
• Child Changes for QA-Environment can be created
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 15
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16
Risk assessmentRisk assessmentRisk assessmentRisk assessment
- ArchitectureArchitectureArchitectureArchitecture
assessmentassessmentassessmentassessment
(PSA)(PSA)(PSA)(PSA)
- SecuritySecuritySecuritySecurity
assessmentassessmentassessmentassessment
- ValidationValidationValidationValidation
assessmentassessmentassessmentassessment
(1 or separate(1 or separate(1 or separate(1 or separate
assessments, dependingassessments, dependingassessments, dependingassessments, 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 withIntegration withIntegration withIntegration with
other services andother services andother services andother services and
solutionssolutionssolutionssolutions
- DesignDesignDesignDesign
(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
- ConfigurationConfigurationConfigurationConfiguration
design*design*design*design*
- InfrastructureInfrastructureInfrastructureInfrastructure
design*design*design*design*
- 4 Signed4 Signed4 Signed4 Signed
AssessmentsAssessmentsAssessmentsAssessments
(Sec/Arch/QA/MO)(Sec/Arch/QA/MO)(Sec/Arch/QA/MO)(Sec/Arch/QA/MO)
- Signed updateSigned updateSigned updateSigned update
ProjectProjectProjectProject----briefbriefbriefbrief
- ---- Child CRs for BuildChild CRs for BuildChild CRs for BuildChild CRs for Build
on QA Environ.on QA Environ.on QA Environ.on QA Environ.
Design review report /Design review report /Design review report /Design review report /
BRS;BRS;BRS;BRS; RemarkRemarkRemarkRemark BRS can alsoBRS can alsoBRS can alsoBRS 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 & UserUnit testing & UserUnit testing & UserUnit testing & User
acceptance testingacceptance testingacceptance testingacceptance testing
(Service Validation)(Service Validation)(Service Validation)(Service Validation)
stronglystronglystronglystrongly
recommended on QArecommended on QArecommended on QArecommended on QA
EnvironmentEnvironmentEnvironmentEnvironment
- Signed off final MOSigned off final MOSigned off final MOSigned off final MO
AssessmentAssessmentAssessmentAssessment
- Impact & prepareImpact & prepareImpact & prepareImpact & prepare
Child CR’s for PROD.Child CR’s for PROD.Child CR’s for PROD.Child CR’s for PROD.
PMP Phase 2
‘Feasibility’
PMP Phase 3
Development
PMP Phase 4
Accept. 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
(R) Service Architect
(C) Domain Architect
(A) Project Director
(R) Domain Architect
(C) Service Architect
(A) Project Director
(R) Project PSO-er
(S) Service Validation
Officer
(S) Service Delivery
Manager
(A) Project Director
(R) Security Officer
(R) Service Architect
(A) Project Director
(R) Project PSO-er
(S) Service Validation
Officer
(S) Service Delivery
Manager
(A) Project Director
(R) Business
(R) Service Architect
(A) Project Director
(R) Project PSO-er
PMP5
Implement
Phase
---- Implement ChildImplement ChildImplement ChildImplement Child CR’sCR’sCR’sCR’s
on Productionon Productionon Productionon Production
preferable via Releasepreferable via Releasepreferable via Releasepreferable via Release
ManagementManagementManagementManagement
(A) Project Director
(R) Project PSO-er
(S) Release Manager
When is Service Validation involved?When is Service Validation involved?When is Service Validation involved?When is Service Validation involved?
• Unit Testing & User Acceptance Testing
• Sign-Off MO Assessment
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 16
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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
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
FOR INTERNAL USE ONLY
• 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
• WhenWhenWhenWhen 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
19
The MO AssessmentThe MO AssessmentThe MO AssessmentThe MO Assessment
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
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• HowHowHowHow 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
20
The MO AssessmentThe MO AssessmentThe MO AssessmentThe MO Assessment
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
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THE BENEFITS OF
SERVICE VALIDATION…
21B 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
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The BenefitsThe BenefitsThe BenefitsThe 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
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
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The BenefitsThe BenefitsThe BenefitsThe 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
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
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The BenefitsThe BenefitsThe BenefitsThe 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
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
FOR INTERNAL USE ONLY
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!
25
1111 1111 2222
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
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QUESTIONS
26B 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

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Service Validation Introduction v1.0TJ

  • 1. 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
  • 2. FOR INTERNAL USE ONLY 1 • 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
  • 3. FOR INTERNAL USE ONLY 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 ManagerService Validation ManagerService Validation ManagerService Validation Manager –––– Tijs van VelthovenTijs van VelthovenTijs van VelthovenTijs van Velthoven Service Validation CoordinatorService Validation CoordinatorService Validation CoordinatorService Validation Coordinator –––– 2 Who are Service Validation?Who are Service Validation?Who are Service Validation?Who are Service Validation? 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
  • 4. FOR INTERNAL USE ONLY 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
  • 5. FOR INTERNAL USE ONLY 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 4B 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
  • 6. FOR INTERNAL USE ONLY WHY SERVICE VALIDATION? 5B 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
  • 7. FOR INTERNAL USE ONLY THE PROCESS… - ACTIVITIES 6B 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
  • 8. FOR INTERNAL USE ONLY 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? 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
  • 9. FOR INTERNAL USE ONLY 8 ConsultingConsultingConsultingConsulting Setting & Maintaining Acceptance Criteria On-going Coordination 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 What does Service Validation do?What does Service Validation do?What does Service Validation do?What does Service Validation do? 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
  • 10. FOR INTERNAL USE ONLY 9 • 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 What does Service Validation do?What does Service Validation do?What does Service Validation do?What does Service Validation do? ConsultingConsultingConsultingConsulting Setting & Maintaining Acceptance Criteria On-going Coordination Acceptance Testing Final Acceptance 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
  • 11. FOR INTERNAL USE ONLY 10 • 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 What does Service Validation do?What does Service Validation do?What does Service Validation do?What does Service Validation do? ConsultingConsultingConsultingConsulting Setting & Maintaining Acceptance Criteria On-going Coordination Acceptance Testing Final Acceptance 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
  • 12. FOR INTERNAL USE ONLY 11 • 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 What does Service Validation do?What does Service Validation do?What does Service Validation do?What does Service Validation do? ConsultingConsultingConsultingConsulting Setting & Maintaining Acceptance Criteria On-going Coordination Acceptance Testing Final Acceptance
  • 13. FOR INTERNAL USE ONLY 12 • 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 What does Service Validation do?What does Service Validation do?What does Service Validation do?What does Service Validation do? ConsultingConsultingConsultingConsulting Setting & Maintaining Acceptance Criteria On-going Coordination Acceptance Testing Final Acceptance 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
  • 14. FOR INTERNAL USE ONLY THE PROCESS… - TIMING 13B 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
  • 15. FOR INTERNAL USE ONLY 14 Risk assessmentRisk assessmentRisk assessmentRisk assessment - ArchitectureArchitectureArchitectureArchitecture assessmentassessmentassessmentassessment (PSA)(PSA)(PSA)(PSA) - SecuritySecuritySecuritySecurity assessmentassessmentassessmentassessment - ValidationValidationValidationValidation assessmentassessmentassessmentassessment (1 or separate(1 or separate(1 or separate(1 or separate assessments, dependingassessments, dependingassessments, dependingassessments, 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 withIntegration withIntegration withIntegration with other services andother services andother services andother services and solutionssolutionssolutionssolutions - DesignDesignDesignDesign (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 - ConfigurationConfigurationConfigurationConfiguration design*design*design*design* - InfrastructureInfrastructureInfrastructureInfrastructure design*design*design*design* - 4 Signed4 Signed4 Signed4 Signed AssessmentsAssessmentsAssessmentsAssessments (Sec/Arch/QA/MO)(Sec/Arch/QA/MO)(Sec/Arch/QA/MO)(Sec/Arch/QA/MO) - Signed updateSigned updateSigned updateSigned update ProjectProjectProjectProject----briefbriefbriefbrief - ---- Child CRs for BuildChild CRs for BuildChild CRs for BuildChild CRs for Build on QA Environ.on QA Environ.on QA Environ.on QA Environ. PMP Phase 2 ‘Feasibility’ PMP Phase 3 Development End PMP4 Accept. 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 (R) Service Architect (C) Domain Architect (A) Project Director (R) Domain Architect (C) Service Architect (A) Project Director (R) Project PSO-er (S) Service Validation Officer (S) Service Delivery Manager (A) Project Director (R) Security Officer (R) Service Architect (A) Project Director (R) Project PSO-er (S) Service Validation Officer (S) Service Delivery Manager (A) Project Director (R) Business (R) Service Architect (A) Project Director (R) Project PSO-er PMP5 Implement Phase ---- Implement ChildImplement ChildImplement ChildImplement Child CR’sCR’sCR’sCR’s on Productionon Productionon Productionon Production preferable via Releasepreferable via Releasepreferable via Releasepreferable via Release ManagementManagementManagementManagement (A) Project Director (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 alsoBRS can alsoBRS can alsoBRS 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 & UserUnit testing & UserUnit testing & UserUnit testing & User acceptance testingacceptance testingacceptance testingacceptance testing (Service Validation)(Service Validation)(Service Validation)(Service Validation) stronglystronglystronglystrongly recommended on QArecommended on QArecommended on QArecommended on QA EnvironmentEnvironmentEnvironmentEnvironment - Signed off final MOSigned off final MOSigned off final MOSigned off final MO AssessmentAssessmentAssessmentAssessment - Impact & prepareImpact & prepareImpact & prepareImpact & prepare Child CR’s for PROD.Child CR’s for PROD.Child CR’s for PROD.Child CR’s for PROD. 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 14
  • 16. FOR INTERNAL USE ONLY 15 Risk assessmentRisk assessmentRisk assessmentRisk assessment - ArchitectureArchitectureArchitectureArchitecture assessmentassessmentassessmentassessment (PSA)(PSA)(PSA)(PSA) - SecuritySecuritySecuritySecurity assessmentassessmentassessmentassessment - ValidationValidationValidationValidation assessmentassessmentassessmentassessment (1 or separate(1 or separate(1 or separate(1 or separate assessments, dependingassessments, dependingassessments, dependingassessments, 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 withIntegration withIntegration withIntegration with other services andother services andother services andother services and solutionssolutionssolutionssolutions - DesignDesignDesignDesign (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 - ConfigurationConfigurationConfigurationConfiguration design*design*design*design* - InfrastructureInfrastructureInfrastructureInfrastructure design*design*design*design* - 4 Signed4 Signed4 Signed4 Signed AssessmentsAssessmentsAssessmentsAssessments (Sec/Arch/QA/MO)(Sec/Arch/QA/MO)(Sec/Arch/QA/MO)(Sec/Arch/QA/MO) - Signed updateSigned updateSigned updateSigned update ProjectProjectProjectProject----briefbriefbriefbrief - ---- Child CRs for BuildChild CRs for BuildChild CRs for BuildChild CRs for Build on QA Environ.on QA Environ.on QA Environ.on QA Environ. Design review report /Design review report /Design review report /Design review report / BRS;BRS;BRS;BRS; RemarkRemarkRemarkRemark BRS can alsoBRS can alsoBRS can alsoBRS 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 & UserUnit testing & UserUnit testing & UserUnit testing & User acceptance testingacceptance testingacceptance testingacceptance testing (Service Validation)(Service Validation)(Service Validation)(Service Validation) strongly recommendedstrongly recommendedstrongly recommendedstrongly recommended on QA Environmenton QA Environmenton QA Environmenton QA Environment - Signed off final MOSigned off final MOSigned off final MOSigned off final MO AssessmentAssessmentAssessmentAssessment - Impact & prepare ChildImpact & prepare ChildImpact & prepare ChildImpact & prepare Child CR’s for PROD.CR’s for PROD.CR’s for PROD.CR’s for PROD. PMP Phase 2 ‘Feasibility’ PMP Phase 3 Development End PMP4 Accept. 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 (R) Service Architect (C) Domain Architect (A) Project Director (R) Domain Architect (C) Service Architect (A) Project Director (R) Project PSO-er (S) Service Validation Officer (S) Service Delivery Manager (A) Project Director (R) Security Officer (R) Service Architect (A) Project Director (R) Project PSO-er (S) Service Validation Officer (S) Service Delivery Manager (A) Project Director (R) Business (R) Service Architect (A) Project Director (R) Project PSO-er PMP5 Implement Phase ---- Implement ChildImplement ChildImplement ChildImplement Child CR’sCR’sCR’sCR’s on Productionon Productionon Productionon Production preferable via Releasepreferable via Releasepreferable via Releasepreferable via Release ManagementManagementManagementManagement (A) Project Director (R) Project PSO-er (S) Release Manager 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 alsoBRS can alsoBRS can alsoBRS 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 & UserUnit testing & UserUnit testing & UserUnit testing & User acceptance testingacceptance testingacceptance testingacceptance testing (Service Validation)(Service Validation)(Service Validation)(Service Validation) stronglystronglystronglystrongly recommended on QArecommended on QArecommended on QArecommended on QA EnvironmentEnvironmentEnvironmentEnvironment - Signed off final MOSigned off final MOSigned off final MOSigned off final MO AssessmentAssessmentAssessmentAssessment - Impact & prepareImpact & prepareImpact & prepareImpact & prepare Child CR’s for PROD.Child CR’s for PROD.Child CR’s for PROD.Child CR’s for PROD. • 4 Signed Assessments – incl. MO Assessment • Child Changes for QA-Environment can be created 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 15
  • 17. FOR INTERNAL USE ONLY 16 Risk assessmentRisk assessmentRisk assessmentRisk assessment - ArchitectureArchitectureArchitectureArchitecture assessmentassessmentassessmentassessment (PSA)(PSA)(PSA)(PSA) - SecuritySecuritySecuritySecurity assessmentassessmentassessmentassessment - ValidationValidationValidationValidation assessmentassessmentassessmentassessment (1 or separate(1 or separate(1 or separate(1 or separate assessments, dependingassessments, dependingassessments, dependingassessments, 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 withIntegration withIntegration withIntegration with other services andother services andother services andother services and solutionssolutionssolutionssolutions - DesignDesignDesignDesign (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 - ConfigurationConfigurationConfigurationConfiguration design*design*design*design* - InfrastructureInfrastructureInfrastructureInfrastructure design*design*design*design* - 4 Signed4 Signed4 Signed4 Signed AssessmentsAssessmentsAssessmentsAssessments (Sec/Arch/QA/MO)(Sec/Arch/QA/MO)(Sec/Arch/QA/MO)(Sec/Arch/QA/MO) - Signed updateSigned updateSigned updateSigned update ProjectProjectProjectProject----briefbriefbriefbrief - ---- Child CRs for BuildChild CRs for BuildChild CRs for BuildChild CRs for Build on QA Environ.on QA Environ.on QA Environ.on QA Environ. Design review report /Design review report /Design review report /Design review report / BRS;BRS;BRS;BRS; RemarkRemarkRemarkRemark BRS can alsoBRS can alsoBRS can alsoBRS 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 & UserUnit testing & UserUnit testing & UserUnit testing & User acceptance testingacceptance testingacceptance testingacceptance testing (Service Validation)(Service Validation)(Service Validation)(Service Validation) stronglystronglystronglystrongly recommended on QArecommended on QArecommended on QArecommended on QA EnvironmentEnvironmentEnvironmentEnvironment - Signed off final MOSigned off final MOSigned off final MOSigned off final MO AssessmentAssessmentAssessmentAssessment - Impact & prepareImpact & prepareImpact & prepareImpact & prepare Child CR’s for PROD.Child CR’s for PROD.Child CR’s for PROD.Child CR’s for PROD. PMP Phase 2 ‘Feasibility’ PMP Phase 3 Development PMP Phase 4 Accept. 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 (R) Service Architect (C) Domain Architect (A) Project Director (R) Domain Architect (C) Service Architect (A) Project Director (R) Project PSO-er (S) Service Validation Officer (S) Service Delivery Manager (A) Project Director (R) Security Officer (R) Service Architect (A) Project Director (R) Project PSO-er (S) Service Validation Officer (S) Service Delivery Manager (A) Project Director (R) Business (R) Service Architect (A) Project Director (R) Project PSO-er PMP5 Implement Phase ---- Implement ChildImplement ChildImplement ChildImplement Child CR’sCR’sCR’sCR’s on Productionon Productionon Productionon Production preferable via Releasepreferable via Releasepreferable via Releasepreferable via Release ManagementManagementManagementManagement (A) Project Director (R) Project PSO-er (S) Release Manager When is Service Validation involved?When is Service Validation involved?When is Service Validation involved?When is Service Validation involved? • Unit Testing & User Acceptance Testing • Sign-Off MO Assessment 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 16
  • 18. FOR INTERNAL USE ONLY THE MO ASSESSMENT 17B 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
  • 19. FOR INTERNAL USE ONLY 18 • 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 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
  • 20. FOR INTERNAL USE ONLY • 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 • WhenWhenWhenWhen 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 19 The MO AssessmentThe MO AssessmentThe MO AssessmentThe MO Assessment 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
  • 21. FOR INTERNAL USE ONLY • HowHowHowHow 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 20 The MO AssessmentThe MO AssessmentThe MO AssessmentThe MO Assessment 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
  • 22. FOR INTERNAL USE ONLY THE BENEFITS OF SERVICE VALIDATION… 21B 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
  • 23. FOR INTERNAL USE ONLY 22 The BenefitsThe BenefitsThe BenefitsThe 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 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
  • 24. FOR INTERNAL USE ONLY 23 The BenefitsThe BenefitsThe BenefitsThe 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 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
  • 25. FOR INTERNAL USE ONLY 24 The BenefitsThe BenefitsThe BenefitsThe 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 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
  • 26. FOR INTERNAL USE ONLY 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! 25 1111 1111 2222 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
  • 27. FOR INTERNAL USE ONLY QUESTIONS 26B 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