Service testing and pilots

The testing activities are coordinated through test management, which plans and controls the testing execution that is described in section 4.5. Testing aims to build confidence in the service capability prior to final acceptance during pilot or early life support. It will be based on the test strategy and model for the service being changed.

The test criteria reflect the anticipated conditions in which the service is expected to operate and deliver benefit. However, these surrounding circumstances may change, and in many modern situations such change is almost inevitable and often unpredictable. These changes and their impact on service testing and acceptance must be observed, understood and documented. Their consequences need to be expressed in terms of changed Acceptance Criteria and updates to the service package, including the SLP. This will need the collaboration and input of the business, customers and other affected stakeholder s, which may well include suppliers and operations. The Service Design er will be involved in making any amendments since this knowledge may assist in building in additional and relevant flexibility to designs of future new or changed services.

Figure 4.22 Example of service testing through Service Transition

An example of tests that can be executed during release and deployment is shown in Figure 4.22. Further details of these tests are described in section 4.5 on validation and testing. In practice, the test types overlap the different levels of testing to provide a full range of testing across the service life.

A service release test checks that the service component s can be integrated correctly and that the release can be installed, built and tested in the target environment.

Service Operation s readiness testing ensures that a service and its underlying application and technology infrastructure can be transferred into the production environment in a controlled manner. It provides a level of confidence that the new or changed service will provide the level of service specified in the service requirement s and service level requirement s. However, it is too early to finalize the SLA at this point. The SLA is finalized in the pilot or more usually in early life support before the Service Transition is closed. The service operational readiness test aims to:

• Determine whether a service and its underlying service asset s can be released into the production environment, the first time and for subsequent deployments
• Ensure that the business process es, customers, user s and service provider interfaces (SPIs) are capable of using the service properly
• Ensure that the service teams are capable of operating the service and using the Service Management system s properly.

Tests that are conducted as part of service operational readiness test include:

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