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ServiceNow Testing

Website: https://www.servicenow.com/

ServiceNow is a leading cloud-based platform that offers a wide range of enterprise IT service management (ITSM) and business process automation solutions. Founded in 2004, ServiceNow has gained popularity for its robust features, flexibility, and scalability, making it a preferred choice for organizations of all sizes across various industries.

At its core, ServiceNow provides a centralized hub for streamlining and automating IT service delivery, helping businesses enhance efficiency, reduce costs, and improve customer satisfaction. The platform offers a comprehensive suite of tools and modules that cover a broad spectrum of ITSM processes, including incident management, problem management, change management, asset management, and service catalog management. These capabilities enable IT departments to efficiently manage and resolve IT-related issues, track assets, and provide services to end-users.

Beyond ITSM, ServiceNow extends its functionality to other areas of the enterprise through its expansive portfolio of modules and applications. This includes IT operations management (ITOM), which focuses on infrastructure and application monitoring, event management, and operational intelligence. By integrating with various monitoring tools and systems, ServiceNow allows organizations to gain real-time insights into their IT environments and automate remediation processes.

Another critical aspect of the ServiceNow platform is its IT business management (ITBM) suite, which helps organizations align their IT resources and investments with their business objectives. It provides tools for demand management, project portfolio management, resource management, and financial management, enabling businesses to optimize resource allocation, track project progress, and manage budgets effectively.

ServiceNow also addresses the needs of non-IT departments with its extensive range of modules for human resources (HR), customer service management (CSM), and security operations. For example, the HR service delivery module streamlines employee onboarding, offboarding, and other HR processes. At the same time, CSM focuses on improving customer satisfaction and service experiences. Finally, the security operations module integrates security incident response, vulnerability response, and threat intelligence to detect and respond to security threats proactively.

One of the key strengths of the ServiceNow platform is its ability to support workflow automation and integration across different systems and departments. It employs a low-code development approach, allowing users to create custom applications and workflows without extensive coding knowledge. In addition, the platform’s robust integration capabilities enable seamless connectivity with various third-party systems and applications, facilitating data exchange and process automation.

For ServiceNow implementation, you have several complex implementations that modify the system's default behavior to fit your processes. Therefore, as a part of rolling out and updating this implementation, you want to ensure that any previously made changes still function as expected.

Often you'd start with manual validation. Then, some assigned individuals would go through the existing functionality to ensure it works correctly.

Eventually, however, you'll realize that the validation volume is so high that it takes much time, hindering efforts to move forward efficiently. Also, humans are prone to making errors and sometimes missing important issues.

This is where you start to think about automation for your manual validation activity.

However, it is challenging for several reasons:
  • You need to hire a QA Engineer to build automation (these are hard to come by and very costly).
  • Once you start automating, you'll discover that as soon as ServiceNow releases a new version, your test automation breaks because of subtle new changes in the release. This makes the majority of your tests fail, defeating the whole purpose of automation in the first place.
Meet testRigor. testRigor is a human emulator that understands English and executes tests from an end-user perspective. This way, you can achieve two goals at the same time:
  • Empower your existing employees who are now focused on manual testing to be able to build test automation regardless of their skill level.
  • testRigor automation won't break between releases because it just doesn't rely on details of implementation like all other systems do.
An example of a test could be:

If you'd like to try it out and see a demo of how it works on ServiceNow, please fill out the form below.

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