User Acceptance Testing

[jbright]

Is there any documentation available for conducting user acceptance testing around Incident Management (actual use case scenarios)? I looked on the wiki but did not find anything. I would think there would be a baseline we could use to start!

Thank you

[ozzie]

The method I used for UAT was to define the process in a swim lane flow diagram. Then had all the process owners and sponsors to agree to disagree this was the process.
I got a use case from each level of support , then had a representative from each level and a Management and Customer Representative run through the use cases using the process maps.
Once the gaps were fixed , we ran UAT using Service-Now. The use cases also were used as training tool .