Modernizing QA Governance for ServiceNow Excellence

Client Snapshot:

• A Canadian insurance and financial services organization
• Operates nationally with regional offices throughout Canada
• Over 6,000 employees supporting individuals and communities nationwide

The Challenges

The client needed to modernize their ServiceNow QA processes to improve platform reliability:

• Lack of standardized testing practices and governance
• Time-consuming, manual User Acceptance Testing (UAT)
• Fragmented coordination across business and technical teams
• Inconsistent outcomes affecting release reliability and delivery speed

The Solution

Coreio provided an experienced QA Lead to:

• Rework and standardize the QA process across the platform
• Introduce Agile and Scrum-based QA methodologies
• Lead UAT activities across stakeholder groups
• Develop test strategies for complex catalog items and REST API integrations
• Deliver knowledge transfer and embedded long-term best practices

Key Outcomes

• 40% reduction in testing time through streamlined test planning and improved UAT execution across stakeholders

• Standardized QA governance with structured Agile processes that improve repeatability, coverage, and traceability

• Improved testing consistency and reliability by formalizing test strategies for catalog items and API integrations

• Client-recognized leadership and best practice implementation in QA modernization and collaboration