Client overview
Our Client, founded in 1898, is a long-established leader in the media services industry. With a strong commitment to its core values, it has evolved into a global enterprise with 50,000 employees and $23 billion in revenue. Despite its growth, it remains a private, family-led business, now in its fourth generation. The company focuses on the communications and automotive industries, leveraging its extensive expertise and deep-rooted values.
Achieving 100% coverage with ServiceNow quality engineering
Our Client faced a critical challenge: achieving 100% testing coverage for their ServiceNow platform, a business-critical system integrated with HR and other third-party solutions. This demand was driven by limited in-house SNOW expertise, go-live time constraints, and the necessity to build business confidence due to criticality of impacted programs. The challenge was compounded by the complexity of integrating with systems like HR Workspace Agent, Alert Media, and KIOSK-based Walkup Experience.
Without the capacity to onboard a large team of testing resources, the Client required a solution that would ensure comprehensive coverage in a shorter timeframe while bridging the knowledge gap in ServiceNow testing and integration.
Some of the key challenges that were faced by our Client included:
- They had very limited in-house expertise in ServiceNow testing, which required minimal onboarding for external support.
- High Coverage Demand: The Client needed 100% test coverage across functional, backend, and automation testing areas to address business-critical integrations and instill confidence in the solution.
- Complex Integration Landscape: Key third-party systems, including HR solutions, required thorough testing to validate their compatibility and performance.
- Time and Resource Constraints: The Client needed to achieve high-quality results within tight deadlines, without the ability to onboard a large workforce.
Comprehensive quality engineering by Qualitest
To address these challenges, we introduced a dual-faceted solution focusing on automation and application expertise:
- Automation-First Approach: Leveraged test automation to significantly reduce manual effort, accelerate testing cycles, and ensure consistent coverage for future upgrades.
- Domain Expertise: Deployed ServiceNow specialists to bridge the Client’s in-house capability gap, ensuring rapid onboarding and seamless integration testing.
This approach delivered comprehensive end-to-end testing of ServiceNow with third-party integrations while meeting the high demand for coverage in a condensed timeline.
In addition, our Client benefitted from a bug-free production release and automated regression testing for each ServiceNow update through the development and implementation standardized test script template for efficient test management.
Phase 1: ServiceNow Functional, Backend, and API Testing
In this phase, the focus was on gaining an in-depth understanding of the Client’s existing production environment and integrations.
During this phase a detailed analysis of ServiceNow modules including ITSM, Integrated Risk Management, and Configuration Management was conducted with over 100 test cases developed for comprehensive end-to-end testing. Critical bugs were also identified and resolved while executing tests in the QA environment.
New Features Tested:
- ServiceNow Agent Chat
- HR Agent Workspace
- Alert Media Integration
- KIOSK-based Walkup Experience (this was tested using a simulator)
This resulted in a high-quality, bug-free product which was delivered for our Client that exceeded their expectations.
Phase 2: Test Automation with Tosca
The second phase focused on automating the testing process using the Tosca tool, which was critical for streamlining future testing cycles. A comprehensive testing plan was developed using QTest Manager to identify existing test cases for automation.
Once this stage was completed, the test environment and configurations for automated script execution was completed and test scripts were implemented using the Tosca tool, while prioritizing key business workflows. Finally, the automated tests were executed and error reports analyzed to gain a quick resolution to any issues raised.
Efficient automated testing for every ServiceNow upgrade was achieved, reducing any manual effort and increasing testing accuracy.
Key benefits
The successful execution of this project provided the Client with several tangible benefits:
- Comprehensive testing: delivered end-to-end functional testing, identifying numerous defects resolved through regular sprint releases.
- Proactive risk management: detected a critical issue that could have disrupted other production systems, preventing major business impact.
- Detailed root cause analysis: provided in-depth insights to the development team, optimizing their debugging efforts.
- High test coverage: achieved 100% requirement coverage, uncovering over 60 defects and meeting all Client expectations.
- Enhanced automation: implemented a robust automated regression suite, reducing manual testing time and increasing release confidence.
As a result of the high-quality delivery that was achieved, our Client extended the contract for ongoing support. The continued partnership focuses on expanding the automation suite using the Tosca tool, ensuring long-term efficiency and quality in ServiceNow testing processes.
