Validate the service system to ensure that it is suitable for use in the intended delivery environment and meets stakeholder expectations.


The validation methods, procedures, and criteria are used to validate selected services, service system components, and any associated maintenance, training, and support processes using the appropriate validation environment. Validation activities are performed throughout the service system lifecycle.

Validation of overall service system operation should take place in an environment that provides enough similarities to the delivery environment to confirm the service system will fulfill its intended use. The delivery environment is the complete set of circumstances and conditions under which services are actually delivered in accordance with service agreements. Sometimes validation can be effectively performed in a simulated environment but in other contexts it can only be performed in a portion of the delivery environment. In the latter cases, care should be taken to ensure that validation activities do not perturb ongoing service activities to the point of risking failures of agreed service delivery. (See the definition of “delivery environment” in the glossary.)

Example Work Products

  1. Validation reports and results
  2. Validation cross-reference matrix
  3. Validation deficiency reports and other issues
  4. Change requests for validation methods, criteria, and the environment
  5. User acceptance (i.e., sign off) for service delivery validation
  6. Focus group reports


1. Perform functionality and quality attribute validation on selected service system components to ensure that they are suitable for use in their intended delivery environment.

The validation methods, procedures, criteria, and environment are used to validate the selected service system components and any associated maintenance, training, and support services.

2. Analyze the results of validation activities.

The data resulting from validation tests, inspections, demonstrations, or evaluations are analyzed against defined validation criteria. Analysis reports indicate whether the needs were met. In the case of deficiencies, these reports document the degree of success or failure and categorize probable cause of failure. The collected test, inspection, or review results are compared with established criteria to determine whether to proceed or to address requirements or design issues.