Outcomes
As a result of the successful implementation of this process:
-
Stakeholders agree before deployment that all requirements have been met
-
The solution's capability to meet service level agreements is validated
-
Transition of the solution into live service presents minimum risk
-
The production environment remains stable and predictable after incorporating this solution
-
Those responsible for delivering service and support are properly prepared to do so
Scope
ITIL® defines acceptance as: "Formal agreement that an IT Service, Process, Plan, or other Deliverable is complete,
accurate, Reliable and meets its specified Requirements. Acceptance is usually preceded by Evaluation or Testing and is
often required before proceeding to the next stage of a Project or Process."1
This process operates throughout and beyond the lifetime of a solution realization project. An instance of examining
the acceptance of a service can be triggered post-deployment, perhaps as part of a pilot rollout.
Includes
-
Periodic review of solution project performance to date and status in respect of solution acceptance criteria
-
Involvement of all relevant stakeholders, such as:
-
-
Solution customer
-
Solution developer
-
Provider of service for the solution once deployed—this includes operational staff as well as
management
-
Interested parties in relation to non-functional concerns, like security, compliance, conformance to
architectural and development guidelines)
-
Users
-
Assisting in the development of approved solution plans and commitments
-
Obtaining the customer perspective on prototype work products and accepted solutions
-
Working with the customer to facilitate acceptance of the solution
-
Working with the customer to facilitate acceptance of solution shutdown and retirement
-
Documenting how the confirmed requirements are met in the accepted solution and in interim milestones
-
Identifying and tracking of all acceptance review results and issues
Excludes
-
Testing (Solution Test)
-
Providing education and training (Deployment Management)
-
Establishing service levels (Service Level Management)
1ITIL V3 Glossary
|
