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Deutsch TestIT supported the expansion and enhancement of a market-leading enterprise’s ServiceNow system.
About the Project
Client Profile
Industry
Banking and Financial Services
Location
Headquarters in Hungary with international subsidiaries
Company Size
10,000+ employees
Client Request
Testing the implementation, maintenance, and continuous enhancement of the IT Service Management (ServiceNow) system, as well as supporting its rollout to subsidiary banks
Involved Professionals
- Mid-level manual testers
- Automated testers (junior, mid-level, test architect)
- Senior test manager
Key Challenges
Multilingual operations, subsidiary-specific extensions and requirements, parallel testing, use of a shared test pool, a large number of test cases, and the design and maintenance of access management
Technologies used
- SpiraTeam test management tool
- ServiceNow IT Service Management tool
- RobotFramework test automation tool
Required Expertise and Skills
- Test automation architecture (framework setup)
- Test management experience
- Manual and automated process-based regression testing
- User story–based test design
- Agile testing methodology
- Bug tracking
- Acceptance Tests (UATs)
- Flexibility
- Fast response capability
1. Background of the IT Development
The ServiceNow enhancement supported by TestIT was built on a previously successful implementation, with the goal of extending the platform’s functionality and achieving full enterprise-wide integration.
Thanks to the earlier project, the ServiceNow application was already operational within the bank. However, it was primarily used as a ticketing system, leaving many valuable features underutilized. The goal of the enhancement was therefore to roll out, demonstrate, and gain adoption of the platform’s near full functionality across the organization.
After the successful upgrade, employees were able to:
- manage complex contract, problem and change management processes
- leverage additional advantages of the system, such as multilingual usage
- and standardize workflows across all business units.
To achieve truly efficient operations, it was essential during the rollout to align existing processes with the platform’s native “out-of-the-box” logic — a significant challenge for an organization of this size that required structural transformation on multiple levels.
2. Project Preparation: What Approach Did We Take During the Development of the Bank’s Service Management System?
Early involvement in the testing phase: As an independent testing service provider, TestIT was engaged from the early stages of the project, contributing to planning, risk identification, and test execution. Our approach was consistently based on process- and requirements-driven testing. Using this methodology, we ensured in every phase of the project that both the business and technological needs of the bank were met according to client expectations.
High-level software quality assurance: Beyond meeting the project’s fundamental testing requirements, we placed strong emphasis on enhancing methodological elements of software quality assurance and introducing new, innovative procedures and tools.
3. What Were the Main Challenges During the ServiceNow System Enhancement?
The complexity of the project was amplified by several factors, notably the need to comply with strict banking security requirements and to coordinate the work of multiple development teams.
Core System Development and Expansion
The greatest challenge in this project was coordinating the development and group-wide expansion of the core system, which required continuous parallel testing at both the parent company and its subsidiaries. These challenges were ultimately resolved through the coordination of a flexible testing team — involving significant organizational effort and careful alignment in executing complex, cross-company processes.
Access Management
Another major challenge during testing was the continuous administration and maintenance of access rights. In banking processes, approvals and rejections were tied to specific roles, meaning that real user permission changes often disrupted or overrode the smooth execution of test processes — particularly in automated testing.
4. How Did We Overcome These Challenges in the Project?
Coordination Challenges During Parallel Testing: Flexibility and Scheduling
We addressed the coordination challenges arising during parallel testing through a carefully planned and consistently maintained schedule, a flexible and scalable test pool team, and a high degree of test automation. Thanks to this approach, we successfully completed the project in line with the expected outcomes, despite the inherent complexity of the testing processes.
Access Management: Use of Fictional Personas
To simplify access management, we created complex fictional personas for each role level, designed to fully mirror live operations but without being tied to real users. This approach effectively eliminated testing risks caused by real-world role changes. Although creating these test users posed significant challenges from both an audit and administrative standpoint, their long-term use proved highly effective, drastically reducing the bank’s exposure to access right changes arising from ongoing BAU (Business-as-Usual) operations.
5. Measurable Results Achieved in the Project
Over the course of the project:
- spanning 7 quarters
- 40 successful releases were delivered, during which
- 1,200 user stories were tested, including
- 570 end-to-end test cases, of which
- 300 were automated.
The automated components of the regression test suite were executed in full at least once during each sprint cycle, significantly reducing manual testing time and related costs. Through automated regression testing, numerous defects were identified and resolved before go-live, contributing to secure and stable system performance and improved client satisfaction.
Beyond these quantitative results, the project also provided valuable professional and methodological insights — particularly in the implementation of international ITSM systems and in the effective organization and execution of large-scale, international User Acceptance Testing (UAT) processes.
6. Key Takeaways: How to Start Implementing Enterprise Workflow-Based Systems
Apply a Tailored Methodology
The tailored testing methodology and structured test management approach we implemented — built on our extensive experience in enterprise IT system development — ensure and continuously improve the long-term quality, predictability, and efficiency of testing activities.
Develop Personas
For workflow-based systems, using personas is an effective approach to establish role-accurate testing. This method accelerates testing, brings structure, and makes the entire process more predictable and consistent.
Build Tester Pools
Managing multiple concurrent projects is greatly enhanced by establishing a unified, methodology-driven tester pool. This setup allows for flexible, scalable resource planning and allocation, ensuring efficient support for varying project demands.
Leverage Automation Wherever Possible
In enterprise system development, implementing at least regression test automation is always recommended. It significantly boosts efficiency, enhances quality, and accelerates the entire testing process.
We Help with More Than Just Testing
There’s no successful testing project without good planning — and no good planning without expertise. At TestIT, we don’t just support test automation ; we also help you establish effective test management practices.
Still unsure whether investing in test automation is worth it? Here we’ve summarized the measurable, ROI-driven benefits of test automation.
