Service Acceptance Criteria for Releasing a Critical Service
Anna Kamunen · Tampere University Institutional Repository (Tampere University) · 2013
An IT Service is an information system run on a supported environment that meets specific quality requirements. Service management, an integrated process approach enables the controlled delivery of live services that satisfy the customer’s expectations. The ITIL framework offers best practices to manage the entire service lifecycle. The case study organization Insta DefSec Oy provides a critical service that will be delivered in 2015 to be used in all Emergency Response Centers in Finland for handling 112 notifications. The requirements for availability and reliability of the ERICA service are high as it must be operational at all times and under various conditions. This thesis work presents the service acceptance criteria incorporated with a RACI matrix and suitable metrics for releasing the ERICA service. Three professionals in the senior management evaluated the built artifacts. The results of the study indicate that the leadership regards downtime and uptime, response time and Mean Request for Change Turnaround Time as the most useful metrics. Another finding is that the professionals emphasize different metrics due to their expertise and position in the organization. Keywords: IT service management, ITIL, service acceptance criteria, metrics, release management, emergency response center, 112