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Case Study

Global leader in pharmaceuticals enjoys 99% reduction in regression testing effort

4 min read

sandra-abone • 06/07/2023

Operating in a highly regulated industry, this globally recognised pharmaceutical has been struggling to choose an effective toolset to combat ServiceNow upgrades, patches and releases, all whilst being weighed down by the compliance anchor. By combining automated testing and compliance-ready documentation, they solved both sides of the delivery equation. They have saved time, resources, costs and ultimately improved the quality and vision of ServiceNow.

The Challenge

There was a need to enhance visibility and gain a comprehensive understanding of the current state of their ServiceNow platform. The aim was to achieve a state of readiness for upgrades and releases, which would contrast with their existing sluggish delivery approach.

Additionally, test documentation is critical for any highly regulated company, particularly in the pharmaceutical industry, where the stakes are high, and the consequences of errors can be severe. Accurate and up-to-date documentation is essential for demonstrating to regulatory bodies that the company has followed proper procedures and that its products are safe and effective. The objective was to leverage automation to drive testing efficiencies and cost reduction, resulting in better, more productive, and high-value use for employee resources.

The Solution

After a lengthy search and an intense validation process, AutomatePro was chosen to overcome the pharmaceutical’s testing and documentation burdens on ServiceNow.

AutomatePro hit the ground running by building 450+ end-to-end business process test scenarios covering 30 ServiceNow modules. A systematic approach was taken to review and update each test script whilst working closely with various Process Owners and Developers. The testing process included state management workflows and a rigorous approvals process. Once approved, the tests were designated as ‘gold standard tests’ and locked down for future reference. The entire process was seamlessly integrated with ServiceNow e-signatures, ensuring a streamlined and efficient workflow.

“I saw AutomatePro and I remembered what I used to have to do to approve a script when I was in Quality. I saw this as an opportunity to address the things that plagued me in my former position and caused additional expense”.

The other half of the project was documentation. In the pharmaceutical industry, documentation is essential to track progress, identify potential issues, and take corrective actions promptly, reducing the risk of mistakes and ensuring products are safe and effective. AutomatePro utilised their ‘AutoDoc’ module to create up-to-date test evidence at the touch of a button. The tool automatically captured relevant, timestamped screenshots of each step in the testing process, making it easy to refer back to specific points in the process. This not only saved time but also reduced the risk of errors and ensured that the documentation was accurate and complete.

Global pharmaceutical company benefit from ServiceNow testing thanks to AutomatePro

By automating the manual testing into a repeatable regression pack, 13 man-days of manual testing effort were reduced to 3 hours. This allows the test packs to be run daily, where the Test Results can be monitored via dashboards.

Additionally, the overall Test Quality has improved. When automating the Test Scripts, AutomatePro used its QuickStart AI functionality to generate hundreds of comprehensive form validations for various modules, enhancing the depth of the testing. Processes were wrapped up into re-usable ‘Model Blocks’, enabling users to quickly mass update Test Plans throughout the Repository following process changes.

The time taken to test, document and sign off ServiceNow upgrades has been significantly reduced. Historically, an overwhelming amount of work was needed to prepare for and complete an upgrade. However, the most recent ServiceNow upgrade was far more straightforward with the AutomatePro application. The client expects the time and costs to be reduced by 70% for their next upgrade. Therefore, they can now achieve twice as many upgrades with the equivalent of 60% effort it used to take for just one upgrade. It is important to note that the ability to conduct two ServiceNow upgrades per year offers significant benefits to the organisation. It ensures improved platform performance by addressing bugs and enhancing overall efficiency. It allows the business to leverage the latest functionality through regular upgrades, optimising productivity and streamlining processes. Finally, these upgrades include essential security updates, safeguarding the platform and the business against emerging threats.

The automated tests identified numerous Defects in the system. These were captured by automatically raised Defects which provided clear failure reasons with attached screenshots. By capturing defects earlier in the process, the team has significantly reduced the total cost per defect. Not only that, but they have also successfully accelerated the release and fix times, leading to faster turnaround and improved quality of production. Instead of being a reactive team that relies solely on end-user input to identify issues, the business has now taken a proactive approach, actively identifying and addressing defects before they impact the client’s users. This transformation has saved valuable resources and ensured a smoother and more reliable experience for their customers.

“Implementing AutomatePro is saving us time and money, helps us maintain compliance, and provides better outcomes“.
Director, DCM, ServiceNow Capability

Outcome Highlights:

  • 99% Reduction in regression testing effort. Reduced to 3 hours by executing the Test Packs in parallel for maximum efficiency.
  • 30-40% Time and cost Reduction with the first ServiceNow upgrade. The customer can now upgrade twice a year, which was previously impossible.
  • 73% Reduction in defects. Defects are captured automatically with clear failure reasons and screenshots.
  • 76% Increase in test coverage and 83% reduction in Testers. Our QuickStart AI functionality generates hundreds of comprehensive form validations, improving the depth and quality of testing.

Interested to know more? Book a demo with one of our product specialists to see how AutomatePro can help you speed up ServiceNow platform upgrades.

Book a demo

sandra-abone • 06/07/2023

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Interested to know more? Book a demo with one of our product specialists to see how AutomatePro can help you speed up ServiceNow platform upgrades.

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