Reliable Testing Prepares Service Management System for Worldwide Use

Although the Company needed to replace its existing Helpzilla ticketing system with a new state-of-the-art ServiceNow IT service management system, the Company was missing the domain knowledge it needed to make the complete change.

Prolifics was able to institute the testing regimen the new system required. It was rigorously tested for use in collaboration with its 1200 user groups around the world. Prolifics overcame tight testing timelines, short delivery cycles, regular Master Service Level data updates, and frequent live upgrades that needed to be tested with a minimum of downtime.

The result is an increase in the number of tickets logged, enhanced self-service capabilities, better workflow transparency, and higher customer satisfaction, along with various other benefits. Read the case study to find out more about how the Prolifics testing team delivered a solution that enabled the highest degree of system quality.