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THE ROLE OF SOFTWARE TESTING IN THE ORGANIZATION’S VALUE ASSURANCE

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THE ROLE OF SOFTWARE TESTING IN THE ORGANIZATION’S VALUE ASSURANCE

  1. 1. The role of testing in the organisation’s value assurance itSMF Belgium – 22 April 2022 Wim Demey – Solution Architect Testing (CTG)
  2. 2. The facets of value “ someone’s perception of the worth of a product or a service ” Product Value User Experience Customer Experience
  3. 3. The facets of value “ someone’s perception of the worth of a product or a service ”
  4. 4. IT Service Management Software Testing Value… priceless like a diamond
  5. 5. IT Service Management ITIL 4 Service Value System
  6. 6. Software Testing The impact of its history Quality assurance vs value assurance How does testing deal with subjectivity? History of testing Triangle of testing Value drivers How does testing relate to value?
  7. 7. “application of a patch for a particular bug as a phase within the stage of software development” 1947 – 1956 | Debugging History of testing
  8. 8. 1957 – 1978 | Demonstration “demonstrate that the program did what had previously been said to be done, using expected and recognisable parameters” (after Charles Baker) History of testing
  9. 9. 1979 – 1982 | Destruction “testing as the process of executing a program with the intent of finding errors” History of testing
  10. 10. 1983 – 1987 | Evaluation “testing as a methodology which includes analysis, review, and testing activities” History of testing
  11. 11. 1988 – now | Prevention “testing becomes focused on preventing program failures before they occur” History of testing
  12. 12. Triangle of testing Quality Assurance Quality Control Value Assurance “Activities focused on providing confidence that quality requirements are fulfilled” (definition according to ISTQB - https://glossary.istqb.org)
  13. 13. Quality Assurance Quality Control Value Assurance “A set of activities designed to evaluate the quality of a component or a system ” (definition according to ISTQB - https://glossary.istqb.org) Triangle of testing
  14. 14. Quality Assurance Quality Control Value Assurance “ The process of checking that projects make the right (value) commitments to the business and deliver on these objectives ” Triangle of testing
  15. 15. REQ 1: The washing machine has multiple programs REQ 2: Any program can be selected by switching the button to the left or to the right REQ 3: Each program has a unique pictogram PROMO TITLE : Even a baby can use our washing machine Triangle of testing
  16. 16. Value Drivers *Extract of World Quality Report 2020-2021, page 11 … Be part of the business. IT can also help itself by getting closer to the business, learning its skills and taking time to understand its objectives. … Listen more to users. ”Is this working for you? Tell us what you think.” Asking and listening will make things better, and will make customers happier. … QA orchestration in agile and DevOps
  17. 17. Value Drivers (Source: https://agilemanifesto.org) Agile Manifesto (2001)
  18. 18. Value Drivers Behaviour Driven Development (BDD) Business Domain Driven Design “ A collaborative approach to development in which the team is focusing on delivering expected behaviour of a component or system for the customer, which forms the basis for testing “ Technology Test Driven Design BDD (Source: https://glossary.istqb.org/en/term/behavior-driven-development)
  19. 19. Value Drivers Behaviour Driven Development (BDD) (Source: https://www.testbytes.net/blog/behavior-driven-development)
  20. 20. Value Drivers Behaviour Driven Development (BDD) (Source: https://www.testbytes.net/blog/behavior-driven-development) Feature : returned items go back to the stock In order to keep track of the stock As a store owner I want to add items back to the stock when they are returned Scenario: refunded items should be returned to the stock Given a customer previously bought a pair of shoes from me And I currently have 50 pairs left in the stock When the customer returns his pair of shoes for a refund Then I should have 51 pair of shoes in the stock
  21. 21. Value Drivers User (Acceptance) Testing User Interface User Experience Customer Experience “ We have to understand that we don’t inherently understand other people. Even if another person is like us in every obvious way, they are unlike us in one very special way “ (1993, Dan Norman)
  22. 22. Value Drivers User (Acceptance) Testing
  23. 23. Value Drivers User (Acceptance) Testing
  24. 24. Value Drivers User (Acceptance) Testing
  25. 25. Value Drivers Testing in production Modern QA is not about if you test in production, but when you do it Complex environments Performance & scalability Usability over functionality Chaos Engineering
  26. 26. Value Drivers Testing in production 50% users 50% users 25% conversion 40% conversion A/B Testing 85% users Version A Version B 15% users Canary release
  27. 27. Value Drivers Crowd testing (Link: https://we-are-testers.com)
  28. 28. Value Drivers Exploratory testing (Link: https://medium.com/agile-outside-the-box/exploratory-testing-quick-start-942bbf6a738a)
  29. 29. Challenges in value measurement IT Service Management Software Testing Watermelon effect Subjectivity
  30. 30. Impact of user testing Traditional metrics: - Total number of test cases - Number of test cases passed/failed/blocked - Number of defects found - Number of defects according to their status (e.g. new/fixed/closed/rejected) - Number of defects according to their severity (e.g. cosmetic – minor – major – blocking) - ….
  31. 31. Shrink the effect - User acceptance testing - User acceptance testing - Exploratory testing - Crowd testing - User acceptance testing - (Value based) exploratory testing - (Value based) crowd testing
  32. 32. Shrink the effect (Source: https://www.happysignals.com/)
  33. 33. Shrink the effect Platform that increase level of self-servicing for employees Do the employees use more self-services with the new platform? How do you rate the user interface of the new platform? Are the services self- explaining? How is the interaction with the Service Desk when you have a question? UX Design Team Customer Team How do you rate the available features of the new platform? Service Desk Team Application Team # usability issues # completed customer surveys # performance issues # calls with CT # calls with SDT Success rate of provisioning self- services CSAT – NPS score Talk time # First time right answers # positive SDT reviews # application issues # updates/fixes # releases Test related metrics Desired Experience XLA question X- data SLA related team SLA/KPI data
  34. 34. The new normal Soft Subjective Data Hard Objective Data
  35. 35. The new normal Soft Subjective Data Hard Objective Data
  36. 36. The new normal ISO 25010 – Product quality model
  37. 37. The new normal Machine Intelligence quality characteristics (Source: https://www.sogeti.com/explore/blog/machine-intelligence-quality-characteristics-for- better-ai-solutions//)
  38. 38. Testing doesn’t create value but supports confidence in the value pursued by an organisation Wim Demey – Solution Architect Testing (CTG) wim.demey@ctg.com https://www.linkedin.com/in/wimdemey/
  39. 39. References to icons used in this presentation: • Diamond icons created by Freepik – Flaticon • Product icons created by Freepik – Flaticon • User experience icons created by Freepik – Flaticon • Diamond icons created by Freepik – Flaticon • Facts icons created by Freepik - Flaticon • Diamond icons created by bqlqn – Flaticon • Lightning icons created by Good Ware – Flaticon • Summer icons created by Smashicons - Flaticon Wim Demey – Solution Architect Testing (CTG) wim.demey@ctg.com https://www.linkedin.com/in/wimdemey/

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