Confirms that products and services, once new or changed, satisfy the requirements set for them. Service value is defined during design and transition from customer input, business objectives and regulation, and turned into measurable quality and performance indicators that underpin assurance criteria and test requirements. Service validation sets the acceptance criteria for deployment and release, which testing then verifies. Testing follows a test strategy that covers utility, or functional, tests (unit, system, integration, regression) and warranty, or non-functional, tests (performance and capacity, security, compliance, operational tests, warranty requirements, user acceptance). Measures like defects that escape into live use, how much is covered by tests, and results against SLAs drive improvement, and involving stakeholders in testing raises engagement and adoption. The practice is closely tied to service design, knowledge, performance, deployment and release management; connects to external sourcing of services and to project and software development under waterfall and Agile methods; and records known errors for the service desk and incident management, while escaped defects are fed back into acceptance criteria.
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