The global skills and competency framework for the digital world

Service acceptance SEAC

(unchanged)

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

SFIA 9 is in development

  • SFIA 9 beta due in early July 2024
  • SFIA 9 planned for publication October 2024

This is a prototype for SFIA 9. It is subject to change before publication.

Guidance notes

(new)

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 reponsibilities.

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 with tasks (generic examples are provided by the essence statements for each level)

Where higher levels are not defined...

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

Levels

Defined at these levels: 3 4 5 6

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.

Service acceptance: 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.

(new)

Applies standard service acceptance criteria and participates in service acceptance testing.

Collaborates with delivery teams to ensure that 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.

Service acceptance: Level 4

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

(new)

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 achieving workgroup objectives and managing work from analysis to execution and evaluation.

(new)

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, fosters organizational collaboration, and accepts accountability in key areas.

(new)

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.

Keywords
New level