<CLIENT> Transition Test Plan

“Testing shows the presence, not the absence of bugs” Dijkstra (1969)

<NAME>
<ROLE> <dd mmmm> 2014
Agenda

• Scope
• Test Approach
• Foundation Data Validation
• Operational Testing
• Reporting
• Defect Management
• Roles
• Risks
• Test Material
• Process
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In-Scope

• All groups and services defined in the SoW as a complete

end to end business process
• UAT will provide a level of coverage over the length and
breadth of the services
• BAU (STEADY STATE) Service
– Validating the service is ready for a Steady State
– KM, Training, Tools, Technology, Base Foundation Data

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Out of Scope

• Any Services or Products jointly agreed by

Unisys/<CLIENT> to be “not available” for testing
• Due to logistics, costs and effect on steady state operations,
testing will not involve making changes to live users
hardware or software that will affect normal operations or
incur unnecessary costs, e.g. ordering and buying a new
mobile phone just for testing

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Test Approach

• Follow the On-Boarding from Initiation through to BAU

(STEADY STATE)
• Simulated customer with life like data
• Foundation Data Validation (FDV)
• Dry Run, Also known as Factory Acceptance Testing (FAT)
[i.e. Deployment Accepting the service from the Factory]
• Operational testing (UAT) [The user here being all Support
teams, Contact Center, Field Services, Customers, etc.]

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Test Flow
Next Steps

Validates the
Checks Doc’s and Verifies that the service is fit for
Processes against Checks the data tool is configured Steady State
list of Test has been loaded and works as Operations
Scenarios as required designed

Baseline: Service - Move to Production .

Documents and Processes Dev and load Load
Baseline: Foundation Data .

Dry Run, AKA

Specification Functional/FD
Factory Acceptance
Verification Verification
Testing (FAT)
Baseline: Designs .

Operational
Validation (UAT)

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Foundation Data Validation

• Without a sound base of valid data, any following user test

results cannot be considered reliable
• Static test by comparing the foundation data and transaction
data from the Foundation Data templates with a report
• Spot checking of data using the GUI
• Responsibility of the Delivery Team
– The expected groups exist
– Group membership is as expected
– Product and Operational Categorisations are present and correct
– IA Numbers, Site data etc. are present and match both ITSM and
SRMS
– Help Files and Manuals exist and provide coverage
– Etc.

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Operational Testing
Dry Run

• Dry Run (FAT) is to assess the fitness of the services

delivered from the ‘Factory’
– Ad-hoc and first run of formal tests
– Early familiarisation of the services and tools
– Agreed with the Customer and Account Team
– Most important or highest risk
– The purpose of this is to ensure that; the tests themselves are correct
and have enough detail for execution, the tests will pass, and all
teething problems are resolved before we move to Production and
enter Operational UAT

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 Operational Testing
UAT

• UAT will be performed on Production

• Repeat of Dry run as full End to End test
• A meeting will be arranged to measure readiness against the
Entry Criteria
• Two parts; formal execution of the Operational Test
scenarios and Regression Testing**
• A meeting will be arranged to measure success against the
Entry Criteria and input to readiness for Go-Live

** If required

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Reporting

• End of UAT report discussing

– Tests Run
– Issues Outstanding
– Action plan and mitigations
– Risks
• Daily Check Point calls
• Daily reporting on status of testing
– Using ‘Magic 4’ Standard
• Totals Pie Chart
• Totals broken to category (Work stream etc.)
• Defect progress
• Test Progress

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Defect Management

• Defects recorded and tracked in SharePoint

• Defect Severities will be defined as:
Level Severity Impact
Critical Severely impacts functionality leaving the service Delay to test stage exit.
1 unusable or user experience significantly impaired.

High impact on functionality where workarounds have to be Possible delay to test phase exit, defects to be discussed and
2 employed which are unsustainable. resolution path to be agreed by both parties.

Medium Low impact on core service functionality/availability. Possible delay to test phase exit, defects to be discussed and
3 resolution path to be agreed by both parties.

Low or no impact on service functionality. Will not delay test phase exit, defects to be fixed in future
4 releases.

Change Request This is a change to the original requirements or baseline

5 foundation data

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Roles

• Test Manager
– Pulls together best practices and documents/manages the UAT
• Stakeholders
– Management teams that have sign off on the delivery
• SME’s
– Technical: Experts in each product or service
– Process: Expert in business process
• Test Coordinators
– Provides; input to the Test Plan, details of Test Scenarios, attends
meetings, coordinating the agents/engineers/verification activities
• Engineers/Resolvers/End Users
– Users of the delivery that will be utilised to test the services.
© 2014 Unisys Corporation. All rights reserved. 12
Risks

Impact
ID Description Mitigation % 1 -Low, 2- Owner
Med, 3-
High
TP-01 Any change in scope either due to -All requirements and scope are signed of and 25 3 Transition
change in requirements or oversight will tracked throughout the project. Managers
require re-planning and re-scoping of -All changes must be controlled and use the
Testing. agreed Change Control processes.
TP-02 Generally Test Coordinators and -Balance of pragmatic risk assessments and 75 2 Test
Testers have a day job. If they cannot prioritising requirements and tests and scheduling Manager/Test
dedicate time to the test activities the with built in contingency Coordinators/Tra
schedule will suffer and either delivery -Early notification of resource constraints nsition
dates will slip or scope will be compress -Ongoing decisions on rescheduling of milestones Management
with requirements coverage gaps v’s requirement gaps.
inevitable.
TP-03 To successfully complete UAT we For the first UAT/Go-Live we may need to ‘borrow’ 90 3 Contact Center
require Contact Center agents. The agents from other accounts. We will be testing the Lead
nature of this project means that we will training and processes, but not the actual agents
not have a customer on-board for the that will be servicing the account.
first UAT/Go-live to justify agents.
TP-04 Experience shows that customers do -Workshops with the customer to build the data 95 3 Data
struggle with Unisys requirements for -Validation of the foundation source Analysts/SME’s
quality Foundation Data. -Careful verification against requirements. E.g.
SLA notification data against JRM and Designs etc

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Test Material

Test Strategy
Guiding principle and methods for Deployment VVT, applicable to all projects.

Test Plan
High level test plan defining scope and approach of VVT for the Transition

SoW

PID Test Scenario Definition

List Test Scenarios, Relationships between Test Scenarios, VVRM

Pre Go-Live Test and Issues Log

Provides Test Management tracking:
Test Progress, Issues Log, Gate Checks, Metrics and Test Dashboard

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Process
Next Steps

UAT Management (Plan)

Customer

No
Management
Account

No Project Plan

Start Finalise Test Scenarios SharePoint Book Meetings

Acceptance

Test Plan Scenarios Surveys

Logs (Kick-Off,
Planning Plan/ Test and
Service

Testing

Approved (Approved) Logs Checkpoints)

Approach Input to Select and Issues Log
Test Scenario
Yes Detailed rework Test
Workshop
Test Plan/ Test Project Plan Scenarios Build Test
Yes Deploy
Approach Scenarios Management
1 (Pool) artefacts
(Released) 1
BAU Teams/
SD/CM/PM/
SRM/MIM/
EUPS

This process can be handled

off-line of by a series of
workshops/daily meetings
Operations
Field
Implementation
Teams/KM

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Approvals

Approval
Role Name Company
(Y/N/C)
Account Manager <NAME> Unisys

Transition Director <NAME> Unisys

Transition ITIL Lead <NAME> Unisys

Transition Field Lead <NAME> Unisys

<STAKEHOLDER> <NAME> <CLIENT>

© 2014 Unisys Corporation. All rights reserved. 16

Backup Slides

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 Detailed Test Plan doc.

Insert Test Plan here

18
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Glossary

Def. /Acr. Description

AM Asset Management

BAU (STEADY STATE) Business As Usual

CC Contact Center. AKA Service Desk

CM Change Management Module

Core Core technologies are internal to ITSM, such as the application module Incident Management

CSAT Client Satisfaction Survey

CSIS Customer Satisfaction Incident Survey

Defect A defect is a failure in the tool or configuration that means the requirements are not met

ECG Enterprise Computing Group

EDI Electronic Data Interface. <CLIENT>’s term for Unisys B2B interface.

EMEA Europe, Middle East, Africa

FDV Foundation Data Validation

© 2014 Unisys Corporation. All rights reserved. 19

Glossary

Def. /Acr. Description

FAT Factory Acceptance Testing (i.e. accepting from build)

IM Incident Module

A potential defect. That has yet to be confirmed as a defect. This may turn out to be user error, ‘By Design’,
Issue
Query for clarification, etc.

ITSM IT Service Management

KM Knowledge Management

PM Problem Management Module

SCO <CLIENT> Customer Order

SD Service Desk. AKA Contact Center

SDM Service Delivery Manager

SLM Service Level Management Module

SoW Statement of Work

ToR Terms of Reference. Description of the role and responsibilities.

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Glossary

Def. /Acr. Description

UAT User Acceptance Testing

VVT Verification and Validation Testing

Wrap Core Wrap technologies are external to ITSM, although these can interface with ITSM, such as the portal.

© 2014 Unisys Corporation. All rights reserved. 21

References

File/Document Description
Test Strategy High Level Test Strategy for UAT phases of validation

Test Plan Word Document supporting this presentation

Test Scenario Definitions Excel Workbook containing the Scenarios with high level details and test resources

Foundation Data Excel Workbooks containing all data that describes the account

Pre Go-Live Report Excel Workbook that tracks FAT/UAT. Providing a record of progress, status of issues and Entry/Exit checklist

Test Coordinator ToR Terms of Reference describing expectations and requirements for the Test Coordinator role

Tester ToR Terms of Reference describing expectations and requirements for the Tester role

Test Manager ToR Terms of Reference describing expectations and requirements for the Test Manager role

© 2014 Unisys Corporation. All rights reserved. 22

Tools and Inventory

Purpose Tool Source

Planning Word Documents: Deployment standard Templates.
 Test Strategy
 Test Plan

Excel Workbook
 Test Scenario Definitions
Execution Excel Work Book: Deployment standard Templates.
 <CLIENT> Pre Go-Live Test and Issues Log
Unisys standard platforms.
UAT Platforms
Production Platforms
Ongoing Management Excel Workbook: Deployment standard Templates.
 <CLIENT> Pre Go-Live Test and Issues Log
 Test Scenario Definitions

SharePoint List
Reporting Excel Workbook Deployment standard Templates.
 <CLIENT> Pre Go-Live Test and Issues Log
 Test Scenario Definitions

Word Document
 <CLIENT> Test Report

© 2014 Unisys Corporation. All rights reserved. 23

The V-Model

© 2014 Unisys Corporation. All rights reserved. 24