AutoPlan. Capture requirements right.
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Since becoming a ServiceNow customer in 2012, Rentokil has progressively expanded its use of ServiceNow modules and customisations, consequently increasing its requirement for Quality Assurance and Testing. Rentokil’s reliance on manual testing left them with no option but to use a risk-based testing approach rather than a comprehensive regression suite. Today, like many other ServiceNow customers, Rentokil has embraced technology to serve their evolving needs.
Rentokil embarked on an IT modernisation program. Following a thorough analysis process, they highlighted their ServiceNow upgrades and overall delivery speed as areas for improvement. Staying on the latest ServiceNow upgrade is essential to capitalise on the software’s full potential, such as improved security and stability, increased ‘out of the box’ functionality, greater performance, and return on investment. That being said, upgrading ServiceNow is rarely as easy as it seems, especially when relying on manual testing.
Manual testing is time-consuming, inconsistent, inaccurate and not as comprehensive when compared to automated alternatives. As a result, Rentokil had to adopt a risk-based testing approach rather than a comprehensive regression suite due to insufficient time and resources. However, involving each process owner in the testing schedule extended the testing window to a lengthy 12-week freeze period, stalling all development work on the platform and ultimately slowing Rentokil’s mission to increase ROI and productivity gains expected from the ServiceNow platform.
Notably, alternative Test Automation solutions were considered, including ServiceNow’s native Automated Testing Framework (“ATF”). Still, it was ruled out as a solution due to insufficient coverage and in-depth tests checking basic elements rather than business process testing.
AutomatePro and Rentokil have worked together to streamline the upgrade process while increasing testing consistency, quality, and comprehensiveness through our scalable, ServiceNow-specific Test Automation module, AutoTest.
leveraging advanced features such as QuickStart AI and Model Blocks, Rentokil created comprehensive, end-to-end business process tests faster than manual testing or using ATF. Via QuickStart AI, an existing record built over 90% of tests adhering to Rentokil’s unique business processes and rules. Moreover, Model Blocks are AutomatePro’s answer to automation rot, they allow test steps to be grouped and re-used in other tests, accelerating test building and automatically updating test steps throughout the system.
“Continuous testing means we can more quickly catch issues when we make a changes that breaks a process that we had forgotten would be impacted somehow; no business uses the Now Platform out-of-the-box, so inevitably we have lots of customization too and it’s easy to lose track of a customization we did many years ago.“
Rentokil uses AutomatePro’s ‘Upgrade Comparison Report’ – a complete examination of the before and ‘as is’ situation. To review previously raised defects, functionality changes, and assess problems resolved by ServiceNow. To provide prioritisation guidance on where to focus development efforts.
AutomatePro’s scalable, parallel architecture allows Rentokil to schedule its regression pack weekly rather than the original ‘upgrade only risk-based’ approach, and has significantly reduced the execution time from 50 effort days to less than 2 hours. Also, it captures any defects immediately for the ServiceNow team to fix, accelerating the speed at which these issues are resolved.
Since AutomatePro tests ‘how an end-user would’, Process Owners have peace of mind that their process is entered into the weekly regression suite, thus requiring no involvement from them at upgrade time. Offering them time-back to focus on important configuration and development work.
“Having AutomatePro run the tests has taken away the constant battle of chasing Process Owners to do their manual testing and the worry that we could potentially break Production if the manual tests had not been performed."
Whilst not in the original business case, AutomatePro’s ability to test against all ServiceNow Environments enables parallel testing and streamlines patch testing and upgrades. Significantly, these combined enhancements to the Rentokil upgrade process have reduced a 6-week code freeze period to zero.