New Tricentis ServiceNow testing advances enterprise application testing leadership


Sandeep Johri

Board member, former CEO Tricentis

For years, Tricentis has been leading the way in enterprise application testing. Gartner recognizes it. IDC recognizes it. Forrester recognizes it. And SAP recognizes it – which is why we’ve partnered to become the go-to solution for SAP testing.

Now, Tricentis is expanding our support for testing ServiceNow, the leading IT service management platform provider in response to the growing popularity, complexity, and frequency of ServiceNow enterprise deployments. We’re extending our industry-leading testing across SAP, Oracle, Salesforce, and all other top packaged applications with a dedicated solution for testing ServiceNow.

The new Tricentis Test Automation for ServiceNow product is designed for enterprises who want a specialized solution for ServiceNow – seamlessly integrated into the ServiceNow interface as well as the DevOps CI/CD pipeline. For customers who need a comprehensive end-to-end testing platform that spans ServiceNow and 160+ technologies, we’ll continue to provide ServiceNow testing within Tricentis Tosca. In other words, no change is required, but a new ServiceNow testing option is now available to those who are interested.

The addition of Tricentis Test Automation for ServiceNow is a reflection of Tricentis’ ongoing commitment to provide enterprises with modern testing solutions that boost quality, accelerate delivery speed, and reduce costs. We are excited to offer a one-stop shop with cutting-edge test automation for critical enterprise applications and end-to-end business processes, plus test management with real-time Jira integration and next-gen analytics capabilities that provide a single view into quality across the enterprise.

The Challenge with ServiceNow Testing

Many organizations underestimate the ongoing challenges associated with ServiceNow deployments. Getting ServiceNow up and running is a critical first step to effective ITSM…but it’s really just the start.

One of the biggest ongoing challenges with ServiceNow is keeping pace with frequent releases. Major releases are rolled out twice a year. If you’re a large company, you’ll have thousands of catalog items, in addition to applications and workflows, to test each time. In addition to every major release, there are required quarterly patches to apply as well. Starting with the “Orlando” release (released on Jan 24, 2020), ServiceNow will support only N-1 releases and customers can skip only one version. At this rate, customers will have to test on a regular basis (almost monthly) to try and keep up with every release and patch.

Each release and patch introduces countless ways for the core system to break a workflow. There are constant changes, additions, and removals across API, UI, UX, and security components. For example, Service Portal, one of the main user interfaces, is constantly in flux with the introduction and deprecation of widgets. ServiceNow has a reputation of being flexible with customizations, whether through applications or workflows. However, the change in every release could significantly impact the ongoing functionality of these customizations.

About Tricentis Test Automation for ServiceNow

Tricentis Test Automation for ServiceNow helps teams ensure that customizations to ServiceNow applications and workflows continue to meet business expectations as the ecosystem evolves. It makes sophisticated ServiceNow testing accessible to business users while offering advanced features for developers and other technical users. Any team member can participate in test creation through the intuitive test designer, test case creator, and recorder. Advanced options also enable teams to script tests via a flexible API, orchestrate test execution sequences, and define notification/review flows that suit their priorities and preferences. Different levels of continuous testing can be embedded across the DevOps pipeline to provide the right feedback to the right stakeholder at the right time.

This product has already helped some of ServiceNow’s largest customers – including Comcast, Expedia, Mayo Clinic, Cisco, Siemens, and the Commonwealth Bank of Australia – substantially reduce manual testing efforts. For example, Tricentis Test Automation for ServiceNow has helped one customer reduce 40 hours of manual testing down to one hour. It helped another cut testing time from seven days of manual testing down to 77 minutes.

The majority of Tricentis customers have ServiceNow deployed in their organization. If you’re among them, I am confident that adding this product to your Tricentis solution will help you meet your organization’s digital transformation goals faster, and with increased confidence.


Sandeep Johri