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6 ServiceNow best practices to help you drive testing efficiency and quality

4 min read

Sandra Abone • 05/03/2024

For most of us, ServiceNow is integral to our daily work lives; it is the foundation for many business-critical processes. Like clockwork, the ServiceNow platform churns in the background to eliminate manual tasks and create a more intuitive user experience so we can focus on what truly matters. But ‘good things don’t come easy’, so to truly realise the full potential of ServiceNow, you have to double down on driving testing efficiency and quality to reap the full value of your investment. 

In our recent webinar co-hosted with FlyForm, Seamus Scullion, Chris Bruno, and Pamela Waterhouse explored actionable testing best practices that you can adopt to maximise your ServiceNow outcomes. Here are my top 6 takeaways… 

Say goodbye to manual testing

#1 – Say goodbye to manual testing 

This comes as no surprise but if you haven’t already, it’s time to ditch manual testing. The case for test automation is clear, with all three panellists asserting their arguments. From Pamela reminding us how it helps customers “effortlessly upgrade their ServiceNow implementation twice a year” to Seamus explaining how it “streamlines compliance with stringent regulations” and Chris asserting how it “reduces risks and costs”.   

The bottom line is that automated testing has the upper hand. With automation, customers can accelerate the software development lifecycle, which is critical to keeping up with the dynamic and ever-evolving ServiceNow environment.  


#2 – Don’t go “automation crazy” from the jump 

We get it; once you get your hands on a test automation tool, your entire Development team will be excited and raring to go. They’ll want everything automated now, not later. But as strongly advised by Chris Bruno, Director of Quality Assurance, the best practice is to “not set out to automate the entire platform straight away. Instead, prioritise processes critical to upgrades, and operations with repeatable actions to alleviate the manual testing pain”.  


#3 – Use persona users, don’t impersonate   

Once you’ve implemented your automation tool and decided which areas to automate, the next obstacle is to figure out the best approach to begin testing. As echoed by the industry, we recommend you avoid impersonation and create persona users instead. Personas are placebos representing real users within your system and simulating real-life scenarios and environments. As a result, this approach yields more accurate test results than impersonation without compromising security. 

Use persona users, don't impersonate

#4 – Pick your test environment wisely  

On ServiceNow, you have an abundance of choice; there are many environments to pick from to execute your tests. However, running tests in environments that match production is imperative. This is crucial because it simulates the end users’ experience and allows testers to identify probable defects that the user will encounter. Notably, identifying defects before they enter production is a massive cost-saving strategy, because the issue is easier to rectify if found earlier in the development cycle. Therefore, running tests frequently is vital, especially when changes to your instance are introduced.  


#5 – Test maintenance is key 

It’s great to be able to build tests quickly, but that capability can quickly become a headache if your tests aren’t effectively maintained. Test maintenance can be easier said than done, especially if you have a large ServiceNow implementation with many customisations. So, to help, we recommend using reusable components that automatically update the appropriate tests across the system based on the changes made. This avoids testers needing to repeat the same manual steps. 

Also, an important maintenance strategy that often gets overlooked is assigning someone responsible for monitoring test results and flagging any problems so they can be rectified quickly. Without having someone who’s on-the-hook to keep things moving forward, you can easily have things go unnoticed or be missed by the broader team.  


#6 – Don’t forget about Documentation 

As the software cycle has accelerated over the years, documentation has become an increasingly harder task to fulfil. To the point where many processes don’t have corresponding documentation, or if they do, they are outdated and futile. Automating the documentation process drives efficiency by generating easy step-by-step guides for users to follow and encourages knowledge sharing. 

To learn more about how you can drive ServiceNow testing efficiency and quality, check out the full webinar ‘Driving efficiency and quality: ServiceNow automated testing best practices’.


The value ServiceNow can yield is undeniable, but it can pay dividends with an effective automation tool and by following testing best practices. If your organisation is ready to level up your ServiceNow testing strategycontact us today to learn how AutomatePro’s suite of Test Automation, DevOps and Documentation tools can transform your business. 

Sandra Abone • 05/03/2024

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