Category: Delivery and operation

Subcategory: Service management

Service acceptance - SEAC

Managing the process to obtain formal confirmation that service acceptance criteria have been met.

Levels:

Level 3:
Description: Applies standard service acceptance criteria and participates in service acceptance testing. Collaborates with delivery teams to ensure service deliverables meet the required standards. Documents and communicates the outcomes of service acceptance activities. Identifies and reports issues or non-conformances, assisting with their resolution.

Level 4:
Description: Engages with delivery teams to confirm that products developed meet the service acceptance criteria and are to the required standard. Assesses risks related to service acceptance and suggests actions to address identified risks. Facilitates the communication of acceptance criteria across teams to maintain alignment and consistency throughout the process. Provides input into change control processes.

Level 5:
Description: Engages with delivery teams to ensure correct products are produced in a timely fashion. Leads the assessment of complex or critical service deliverables, ensuring they meet both current and future operational needs. Leads comprehensive risk evaluations identifying and prioritising risks that may impact service readiness. Provides authoritative advice on service acceptance practices. Provides recommendations for enhancing service readiness and improving service acceptance processes. Evaluates the quality of project outputs against agreed service acceptance criteria.

Level 6:
Description: Develops the organisation's approach for service acceptance, owns the transition process and defines the acceptance criteria for service transitions. Ensures risk management activities are aligned with the organisation's broader risk management framework. Promotes and monitors project quality outputs to ensure they are fit for purpose and fit for use within operational services. Actively engages with stakeholders to promote awareness and compliance with service transition quality plans and processes. Agrees the service acceptance criteria with delivery teams.