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Customer Success Story

Global IT consultancy use Leapwork to migrate to a modern IT Services Management System

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IT customers stories

USE CASE

End-to-end regression testing and CI/CD integration for IT Service Management system migration

94%

automation coverage

492

from risk-based automation to 492 tests automated

7000+

automation runs since the project began

For competitive reasons, the client has decided to participate anonymously in this story. Should you decide to go through the sales cycle with Leapwork, we are able to provide a reference call.

Challenge

Modernizing and migrating enterprise software is a huge undertaking. It requires months, sometimes years of planning. It is resource intensive, expensive, and needs stakeholder buy-in at every level.

Our customer - a global leader in IT consultancy, digital transformation, and technology services – relied on a legacy IT Service Management (ITSM) system to track, handle and report on incidents, changes, and service requests across its client portfolio. Service Level Agreement (SLA) compliance was measured on response times and other key performance indicators were calculated with data from the system.

However, this legacy system was a ‘burning platform’ both in terms of hardware and support. Customizations were also so complex and fragile that it became impossible to run an upgrade. Testers couldn't get the required coverage and the risk of something breaking was too high.

Solution

To support the ITSM system migration, the team integrated Leapwork’s visual test automation, enabling quick automation of critical regression tests. Leapwork’s intuitive interface facilitated collaboration between stakeholders, ensuring accurate data mapping and smooth customizations.

With 60 tests running daily and the full regression suite executed after every modification, the team moved from a risk-based approach to frequent, comprehensive testing. This ensured the quality of the migration and ongoing system maintenance.

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"Previously we would have applied a risk-based approach to testing. Now we have the tools to test more often and much more broadly. From a future maintenance perspective, this will have an enormous benefit."

Impact

Leveraging its extensive internal knowledge, the organization began a substantial 1:1 system replacement project.

The new ITSM system was implemented by an external vendor, but requirement mapping, testing and verification was done by the in-house project team that included IT Ops personnel, business analysts, and functional testers.

As well as complex workflow requirements, the system and project team had to handle comprehensive technical infrastructure, integration, and user interface needs. Everything had to be specified in detail, TDS and compliance documentation was essential, and extensive testing and reporting was required along the way.

With Leapwork, test automation formed a key part of the migration process. Leapwork’s visual approach enabled fast and easy collaboration between stakeholders to ensure data ends up in the right place, every customization works as expected, and critical business processes haven’t been impacted. 60 tests now run every day, and the full regression pack can be executed after every modification. To the customer, this has ensured the quality of configuration throughout the system replacement project.

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"Leapwork's intuitive, visual approach transformed our testing process. It allowed us to quickly automate critical regression tests, ensuring we could migrate to the new ITSM system without compromising quality. The speed and ease of implementing automated tests has drastically improved both our efficiency and the coverage of our testing."

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