Self Service Testing

Wed, 15 Sep 2021 10:13:33 GMT

We have a strategy for the increased use of self service on our newly implemented cloud based service management system to improve response times, reduce cost etc.

Being cloud based the system is updated, automatically, on a quarterly basis and as a result a testing programme is being developed for the processes, services for functionality and performance.

We recognise that the self service area has not been addressed yet and is now our focus.

Are other organisations doing this (test approaches), specifically for self service for 'look n feel', functionality, performance etc?

If so is that something which could be shared?

Any thoughts, advice, pointers, methodologies would be very much appreciated.

Many Thanks

Mark

Tue, 21 Sep 2021 14:20:51 GMT

Hi Mark, interesting question re self service testing. Most places I have worked do the initial design of the self service portal, do basic testing and user interface testing and then never repeat it when updates are done as their argument is Users were happy with it initially and we have not really changed that much, however, how often do you get a UI update on your phone that you hate :-).

I am sure there are a number of UX designers out there that may have a different opinion especially in the area of .gov websites but again how often they return to review / retest the interfaces I could not say. I know the .gov.uk website have service design manuals and guidance documents as well as a blog but whether they cover what you are asking I do not know. Failing that there are other social media platforms where you could ask this question or we could consider having the topic of cloud based service testing as an itSMF Management of Service Community of Practice future meeting user self service portal testing could then be raised as one of the questions. Further details of the Communities can be found on this website under forums.

Wed, 22 Sep 2021 09:24:42 GMT

Hi Richard, thanks for your thoughts on this. As you have done in the past we did do an amount of initial testing as we moved from one ITSM (on premise) to another (cloud based) with major improvements. So from that aspect we were very successful.
However the issue is the now continuous updates (which again is good) and we either accept that all will be well or we do an element of basic testing to re-assure ourselves. I prefer the basic testing approach and I will take your advice and have a look at the guidance on the .gov site to see if there is something there we could use.
I think this area (self-service) is more concerned with a 'media approach' rather than coming at it from a traditional ITSM 'processy' angle.

Many thanks for your advice Richard

Mark