Service acceptance SEAC

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

Levels of responsibility for this skill

Updates for SFIA 9

There is an updated version of this skill for SFIA 9.
Theme(s) influencing the updates for this skill: Making SFIA easier to consume (enhance readability/guidance/descriptions), Making SFIA easier to consume (new levels).
New levels have been added at level 3.
Content changes have been made to levels 4, 5, and 6.
You can move to SFIA 9 when you are ready - SFIA 8 skill descriptions will still be available to use.
Previous SFIA assessments or skills mapping may be impacted by this change.

Guidance notes

Service acceptance criteria are used to ensure that a service meets the defined service requirements, including functionality, operational support, performance, safety, security and quality requirements. Acceptance criteria include both utility/functional and warranty/non-functional tests.

Activities may include — but are not limited to:

engaging with a variety of stakeholders and delivery life-cycle activities such as — but not limited to — external service providers, technical design, software development and project management
implementing service acceptance practices to support iterative/agile working
ensuring the service provider is ready to operate the new service when it has been deployed.

Understanding the responsibility levels of this skill

Where lower levels are not defined...

Specific tasks and responsibilities are not defined because the skill requires a higher level of autonomy, influence, and complexity in decision-making than is typically expected at these levels. You can use the essence statements to understand the generic responsibilities associated with these levels.

Where higher levels are not defined...

Responsibilities and accountabilities are not defined because these higher levels involve strategic leadership and broader organisational influence that goes beyond the scope of this specific skill. See the essence statements.

Developing skills and demonstrating responsibilities related to this skill

The defined levels show the incremental progression in skills and responsibilities.

Where lower levels are not defined...

You can develop your knowledge and support others who do have responsibility in this area by:

Learning key concepts and principles related to this skill and its impact on your role
Performing related skills (see the related SFIA skills)
Supporting others who are performing higher level tasks and activities

Where higher levels are not defined...

You can progress by developing related skills which are better suited to higher levels of organisational leadership.

Click to learn why SFIA skills are not defined at all 7 levels.

Show/hide extra descriptions and levels.

Level 1

Level 1 - Follow: Essence of the level: Performs routine tasks under close supervision, follows instructions, and requires guidance to complete their work. Learns and applies basic skills and knowledge.

Level 2

Level 2 - Assist: Essence of the level: Provides assistance to others, works under routine supervision, and uses their discretion to address routine problems. Actively learns through training and on-the-job experiences.

Level 3

Level 3 - Apply: Essence of the level: Performs varied tasks, sometimes complex and non-routine, using standard methods and procedures. Works under general direction, exercises discretion, and manages own work within deadlines. Proactively enhances skills and impact in the workplace.

Service acceptance: Level 4

Level 4 - Enable: Essence of the level: Performs diverse complex activities, supports and guides others, delegates tasks when appropriate, works autonomously under general direction, and contributes expertise to deliver team objectives.

Engages with delivery teams to confirm that products developed meet the service acceptance criteria and are to the required standard.

Provides input into change control processes.

Service acceptance: Level 5

Level 5 - Ensure, advise: Essence of the level: Provides authoritative guidance in their field and works under broad direction. Accountable for delivering significant work outcomes, from analysis through execution to evaluation.

Engages with delivery teams to ensure correct products are produced in a timely fashion.

Evaluates the quality of project outputs against agreed service acceptance criteria.

Service acceptance: Level 6

Level 6 - Initiate, influence: Essence of the level: Has significant organisational influence, makes high-level decisions, shapes policies, demonstrates leadership, promotes organisational collaboration, and accepts accountability in key areas.

Develops the organisation's approach for service acceptance, owns the transition process and defines the acceptance criteria for service transitions.

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.

Level 7

Level 7 - Set strategy, inspire, mobilise: Essence of the level: Operates at the highest organisational level, determines overall organisational vision and strategy, and assumes accountability for overall success.