Roq Delivers 1500% ServiceNow Project Time Saving for Multinational Legal Organisation

The Client 

Our client is a multinational law firm. It is a member of the "Magic Circle" of elite London-headquartered law firms. It currently employs over 2,800 lawyers with offices in 20 countries.  

Roq’s client wanted to improve the user experience and was looking to improve their existing IT Service Management (ITSM) processes and to migrate to using ServiceNow as their ITSM system. The system was implemented by a third party, who also managed the instance and performed some limited testing. Given the importance of the new system to the Client’s business, the client wanted an additional independent layer of testing to be applied in order to increase their confidence in new releases and engaged Roq to develop an automated regression test pack to cover their critical workflows. 

Roq’s Solution

Roq developed an automated regression test pack as part of their longstanding Managed Test Service, with a resultant 1500% time saving compared to running manual tests. 

Initially, Roq developed an automated regression test pack for the IT Infrastructure Library (ITIL) modules (Incidents, Calls, Problems, Knowledge, Change Requests, Service Portal, etc.). To confirm that the testing of the most critical functionality of the ServiceNow system was covered, Roq worked closely with some of the end users of the application, to enable the Roq team to understand how they and the customers use the system. d. This resulted in an automated regression test pack, which Roq built using C#, Selenium, Nunit, SpecFlow and MailKit (for testing email workflows). 

During the project, Roq identified that most existing tests for ServiceNow were covered by ServiceNow’s built-in Automated Test Framework (ATF). However, it was identified that this did not test from the end users’ perspective, nor does it test every part of the system e.g. several elements/versions could not interact with the Service Portal (the key customer-facing part of ServiceNow). Furthermore, the ATF tool could not interact well with some of the more complex parts of the backend of the system. The Roq team, therefore, built a Selenium-based automated regression pack solution that complemented the ATF tool, to provide greater test coverage and reduce risk on implementation. 

The Outcome  

The automated regression pack has now been in place for over two years, and during that time the pack has been used for 25 scheduled releases, two major environment upgrades, and the addition of two custom applications added to the ServiceNow instance. 

Other benefits of the implementation of Roq’s automated regression pack include: 

• The client now has an automated regression test pack that is executed for every release, which tests the system’s critical functionality as part of continuous delivery 

• The Client now has an increased level of confidence in the updates; and 

• A 1500% time saving when compared with running the tests manually. 

Following the success of the initial regression test pack (and of ServiceNow as a whole), the client then looked to integrate their accounts payable function into ServiceNow. For this, Roq provided manual testing and a UAT phase, and added automated tests for this new functionality to the existing automated regression test pack. Roq developed this pack in such a way that they were able to parameterise tests and execute for all the in-scope offices with a minimal amount of scripting required. 

Roq’s most recent project associated with ServiceNow relates to another business-critical custom application being developed for the Client by a third-party supplier which was then to be integrated into ServiceNow. For this, Roq was an integral part of the Client’s project team, and they developed automated tests as new features were developed (in an agile methodology). Roq’s contribution to the success of the project included the creation and execution of more than 130 tests involving the new application. 

If you’d like to find out more about how Roq can support your business, please email us at ask@roq.co.uk.