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IBM / ABNAMRO upgrade to Madrid family

Bart van Muyen
Account Manager


Recently we celebrated the Go Live of our project at ABN AMRO. We upgrated the Service Now platform to Madrid version. ABN AMRO was using a heavilly customized instance with multiple interfaces. This made the regression testing complex and time consuming.
How did we cope with existing and new functionalities? Check it out!

▶ Challenge

Following the upgrade strategy of both ServiceNow and IBM we upgraded the Instance from Kingston to Madrid release. This IBM instance is used for ITSM and Project Portfolio to serve the AAB account. This instance is heavily customized and is using multiple interfaces to exchange data to and from different sources. This makes the regression testing complex and time consuming.

▶ Solution

As this upgrade is annually executed, we started last year to standardize the approach. The starting point is to implement a so called “like for like” upgrade. This means that all functionality in the current version will work in the new version. New functionality coming with the new SN release is presented to the customer and analyzed by the project team. An impact analysis will show the possible functional or technical impact on the current version and will give insight on what functionality is interesting for the customer to be put in a near future release or on the portfolio roadmap.​

In the approach we use the same tools and people involved in previous upgrade projects. We use existing and up to date test cases for regression testing and used the automated testing framework where possible.

▶ Results

IBM is very happy with the results. Their own investments of making reusable documents and test scripts payed off in this project. All issues discovered during the testing phase were solved on time and hardly any incident was raised after Go Live.

Would you like to know more about this solution and what we possibly can do for you?
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