Transforming ServiceNow QA in Agile Delivery for a Leading Healthcare Technology Provider

Background: 

A leading U.S.-based independent clinical asset management company delivering healthcare technology management and cybersecurity solutions embarked on a digital transformation journey. With ServiceNow at the core of its operations across more than 10 value streams, the organization needed to scale its QA maturity to support Agile delivery and maintain continuous quality assurance across frequent upgrades and feature rollouts. 

To meet these goals, the company sought a trusted partner who could drive automation at scale and deliver sustained QA outcomes in a fast-paced environment. 

Challenges: 

• Frequent quarterly ServiceNow upgrades demanded rapid and reliable regression testing. 

• Transition from waterfall to Agile required embedded QA across Scrum teams. 

• Manual testing led to increased QA cycle time and inconsistent test coverage. 

• The ServiceNow UI migration necessitated test script modernization. 

• Multi-stream complexity required a scalable automation strategy. 

Solution: 

Narwal partnered with the organization to transform its QA landscape through: 

• Embedded QA teams with an Automation First approach across Agile sprints. 

• Migration of 500+ automated scripts to align with the new ServiceNow UI. 

• Achieving ~85% automation coverage across core and supporting value streams. 

• Nightly execution of 2500+ automated tests integrated into Azure DevOps CI/CD dashboards. 

• End-to-end testing using Tricentis TOSCA and performance validation using NeoLoad. 

• Emphasis on in-sprint automation, exploratory testing, and report/dashboard validations. 

Business Outcomes: 

• 85% Automation Coverage across ServiceNow modules. 

• 2500+ Automated Tests Executed Nightly, ensuring continuous validation. 

• 50% QA Cycle Time Reduction, accelerating release velocity. 

• Zero Defect Leakage into production through early defect detection. 

• 6+ Years of Strategic Partnership with QA embedded as a core capability. 

Conclusion: 

By partnering with Narwal, this healthcare technology leader transformed its QA practice into a robust, automation-driven engine. With a strong foundation in Agile delivery and enterprise-wide test automation, the organization now delivers rapid, high-quality ServiceNow releases with confidence and scalability. 

Partner with Narwal today to implement automation-driven Quality Engineering solutions that accelerate delivery, ensure scalability, and build lasting business confidence.