About The Client

A global leader in precision optics and optoelectronics, the client upholds a century-long legacy of innovation and a global workforce of 40,000+ employees. Operating across sectors including medical technology, semiconductor manufacturing, and industrial metrology. The company relies on ServiceNow to drive digital efficiency across its complex, global operations.

This case study highlights how Saksoft partnered with the client to drive strategic scaling, adopt agile practices, and transform QA operations—enabling them to manage the complexities of ServiceNow with a high-performing QA team that blends manual and automated testing, fully aligned with business priorities.

Business Challenge

To manage complex business needs across departments, the client leveraged ServiceNow’s powerful workflows and automation capabilities. However, their growing application landscape brought a new set of challenges for the QA function.

  • Frequent Requirement Changes
    Rapid and ongoing changes in business and technical requirements led to scope creep and made it challenging to maintain test coverage and consistency.

  • Lack of QA Processes
    There were no standardized QA planning processes within Service Now, leading to lack of visibility into testing efforts, resource utilization, inconsistent estimations and traceability gaps.

  • Multiple Releases Management
    Managing small releases along with a major annual upgrade created additional strain on resources and test planning.

  • Complex Multi-Product Landscape
    Different products followed inconsistent testing methodologies, leading to inefficiencies.

  • Poor CI/CD Integration
    Limited integration between ServiceNow and automation or DevOps toolchains, reducing test efficiency.

  • Access Control Issues
    Inadequate role-based access control made it hard to manage QA users globally with different compliance needs.

Our Solution

We conducted a thorough evaluation of the existing ServiceNow environment, workflows, and user role mappings and implemented a uniform test estimation and planning framework tailored for ServiceNow projects.

Challenges Overcome During Implementation

Our engagement scaled from 2 to 21 team members, including QA Engineers, Automation Developers and Solution Architects, successfully leading the Service Now QA transformation journey.

  • ServiceNow Newness

    • ServiceNow was newly adopted, and internal teams were still gaining expertise. Coordination efforts required clear ticketing and follow-ups.
    • Fixes required coordination with ServiceNow’s own support teams, which slowed down progress.

  • Handling Unclear Requirements

    • User stories lacked clarity and feasibility, impacting initial test planning.
    • Team worked closely with client developers and QA to bridge gaps in understanding and clarify ambiguous requirements.

  • Understanding QA Processes

    • Existing QA workflows were fragmented and lacked structured automation.
    • Needed end-to-end process optimization for better traceability and faster cycles.

Strategic QA enhancements

Establishing a mature, transparent QA model across global business units.

  • ATF Enablement
    Developed and maintained Automated Test Framework (ATF) scripts aligned with evolving business use cases.

  • Update Set Management
    Handled deployment of ATF and related artifacts from development to test environments with version control.

  • Regression Strategy
    Built agile-compatible regression suites, categorizing older and upcoming features to manage regression testing effectively across releases, improving release readiness.

  • Access Control Optimization
    Configured advanced Role-Based Access Control (RBAC) to support secure and compliant global QA operations.

  • Custom Dashboards
    Created performance-optimized dashboards and reports for improved visibility into test pipelines and KPIs.

  • Comprehensive Documentation
    Created end-to-end process documentation for each module, covering all critical use cases to ensure full functional coverage.

Benefits and Impact

Our long-term partnership, strong collaboration and deep domain expertise across multiple ServiceNow modules and third-party platforms led to faster release cycles and dependable upgrade support on Service Now.

  • 20–30% Reduction in Rework
    Standard estimation model significantly reduced rework and planning conflicts.

  • 25% Boost in Test Planning Efficiency
    Unified framework led to faster and more accurate planning cycles.

  • 40% Improvement in Traceability
    Enhanced links between requirements, tests, and defects improved defect resolution.

  • Integrated Test Automation
    Improved visibility of ATF and automation progress within broader planning workflows

  • Faster Dashboards
    Achieved sub-2-second load times for large-volume reports and dashboards.

  • Scalable QA Operations
    QA teams successfully managed testing for over 10 product lines concurrently.

Related Case Study

LET’S WORK TOGETHER

Let’s Talk About How We Grow Your Business