Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
· Home
· Content
· Feedback
· News
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account


The five ITIL books can be obtained directly from the publisher's website:

Or as downloadable PDFs: HERE

Current Membership

Latest: DoloresGwo
New Today: 10
New Yesterday: 47
Overall: 236358

People Online:
Visitors: 179
Members: 1
Total: 180 .



Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.

Related Resources

Service related resources
Service Level Agreement

How to set up
IT Change Management
Process Info-Graphic

NOTE: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


Select Interface Language:

Please contact us via the feedback page to discuss advertising rates.

The Itil Community Forum: Forums

ITIL :: View topic - Request Fulfillment Testing
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Request Fulfillment Testing

Post new topic   Reply to topic    ITIL Forum Index -> ITIL Service Delivery
View previous topic :: View next topic  
Author Message

Joined: Jun 13, 2017
Posts: 1

PostPosted: Wed Jun 14, 2017 8:18 am    Post subject: Request Fulfillment Testing Reply with quote

We are currently migrating from Remedy to ServiceNow and are trying to decide the best way to test the truckload of Service Requests built for the go live. Our current Remedy requests are awful at best and most of the time asked "Please describe what you need" as the only end user input question. We've enhanced as best we could with our limited timeframe but were able consolidated over 500 requests into 150 requests. How do we test? During the creation, we only made sure the request match the workbook provided, nothing more and no engagement with the Request owner. Now, what is the best way to test this many new requests?

We've thought about spot testing 10-20 request but that seems inadequate. We've also discussed testing all new requests but the time commitment is staggering if we use our current testing team' s methodology. They wish to create a specific test case for each of the 150 requests, schedule a meeting with the owner, record the session while the owner tests and then capture/report defects. This option is not going to fly with our leadership which causes everyone to say "we can only do spot testing"

I'm leaning towards creating 150 generic test cases (named for each request and owner) and have the owners test on their own and report back any defects by a certain date. We don't need to record the session and we don't babysit each Request owner. If they don't test, it's on their head if the request isn't what they wanted for go live. Has anyone tested this way before? Did it work? How would you test? We also have several hundred requests backlogged for creation after go live so we won't have a lot of time to fix Day 1 requests on the fly.
Back to top
View user's profile
Senior Itiler

Joined: Sep 16, 2006
Posts: 3607
Location: London, UK

PostPosted: Thu Jun 15, 2017 4:52 pm    Post subject: Reply with quote

Same boat I am in.

So, I am looking to have all 'unclassified' Requests go to the ServiceDesk group as part of Auto Assignment

I also am looking at the some of the requests in the system and trying to group them so I can set up a Service Catalogue Request fulfilllment

Requests like - Account Management - add user, remove user, change user
Database related
Back Up / Restore related

Then the rest will be miscellaneous
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> ITIL Service Delivery All times are GMT + 10 Hours
Page 1 of 1

Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003

Forums ©


Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.