- Validation and Test management - This consists of planning and managing/controlling and then reporting on the activities that have taken place during all phases to ensure they are fit for purpose/use.
- Planning and Design - Test planning and design activities take place in the early stages of the Service Lifecycle. These correlate to resources, supporting services, scheduling milestones for delivery and acceptance.
- Verification of Test Plan and Design - Test plans and designs are validated to ensure all activities are complete (this also includes test scripts). Test models are also verified to minimise the risks to the service.
- Preparation of the Test environment - Prepare and make a baseline of the test environment.
- Testing - Tests are carried out using manual or automated testing techniques and procedures. All results are registered.
- Evaluate Exit Criteria and Report - Actual results are compared with projected results.
- Clean up and Closure - Ensure the test environment is cleaned. Learn from previous experiences and identify areas for improvement.
If the validation and testing identifies a failing an informed decision can be taken to either back-out the Change or possibly continue with the Change in production and manage the identified issue accordingly. Such decisions are based around risk to the production environment and its customers.
Wherever possible validation and testing should be undertaken and not left to the 'User' of the service to tell you that it has failed, doing so often results in reactive as opposed to proactive activities having to take place, potentially at the expense of other customers - often a prime example of a 'Major Incident'. All this is very stressful, costly and damaging to any organization.
I would support your comment, but would also say that it does depend on the maturity of the organization in question.