TELUS Implements End-to-End Testing to Ensure Customer First Strategy and Customer Satisfaction

TELUS Implements End-to-End Testing to Ensure
Customer First Strategy and Customer Satisfaction
Hugo Sampaio
DevOps: API Management and Application Development
TELUS
Director, Agile Transformation Team
D03X111S
@hugosampaio
#CAWorld

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Abstract
Complete customer satisfaction is an imperative
for any organization in today’s application
economy. Learn how (and why) TELUS adopted
CA Service Virtualization to allow it to overcome
roadblocks and challenges associated with
performance testing. This strategy ultimately
improved the availability of its software testing
environments, cut testing costs and increased
customer and partner satisfaction.
Hugo
Sampaio
TELUS
Director, Agile
Transformation Team

Agenda
TELUS OVERVIEW
THE CHALLENGE
Q&A
THE SOLUTION: CA SERVICE VIRTUALIZATION
IMPLEMENTATION DESCRIPTION
RESULTS AND EXAMPLES
1
2
3
4
5
6

TELUS Overview
 TELUS Corporation
– Telecommunications provide in Canada:
 Wireless services and wireline services
including voice and data, hosting, managed
IT, cloud services, television and more
 13.9 million customer connections
 8.3 million wireless subscribers
 1.5 high-speed Internet subscribers
 Founded in 1993, based in Vancouver,
Canada
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The Challenge
 Achieve predictable release dates (no delays)
 Increase productivity
 Improve availability of applications for testing
 Improve test coverage (leading to better quality)
 Remove constraints with testing environments and
data
 Improve autonomy to get more control over
deliverables
Improving Customer & Partner Satisfaction
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In scope items: Development, Product Testing, Performance Testing

The Solution
 CA had a solution that addressed some of
TELUS’ testing challenges
– Create and deploy virtual services to replace stubs
– Apps not under test replaced by virtual services
– Reduce data synchronization challenges
– Replace applications with virtual services to
improve testing uptime and productivity
– Reduce dependency on real-live apps during early
testing stages
CA Service Virtualization
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TELUS compared various applications and decided to go with CA. This was due to a) features and
functionality delivered by the tool b) access to a very knowledgeable professional services organisation
c) successful use within other large enterprises

CA Service Virtualization Implementation at TELUS
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Install &
Setup
(<5 days)
Pilot
services
created &
tested (2-5
days)
Enablement
phase (3-6
months)
Benefits
realised (9-
12 months)
Support
adoption &
growth
(multi-year)
With support from
CA setting up a VSE
and Workstations
was very
straightforward
Record & Playback of
Web Services can be
done quickly and
efficiently as a first
validation step
Focus on processes to
support service
virtualisation and training
of team members
Measure effects of
changes on key
operational outcomes
(e.g. cycle time, cost,
defect avoidance)
Use and train new users
Upgrade

Service Virtualization Deployment – Detailed Use Case
 The problem: end to end testing
requires setup and
synchronization of data across
multiple applications.
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Improving availability and quality of test data through the simplification and
virtualization of our testing environments.
The solution:
1. Architect new solution where as
many components as possible that
are not under test are virtualized
2. Remove all dependencies on the
OSS stackBSS OSS
Systems under test
6 months to fully implement ~80 services to remove all
dependencies on the OSS components. Development
of actual services was straightforward and testing
involved 2 major releases

Other Use Cases
 Reduce dependency on
Mainframe or Legacy
components
 Expose services to external
parties for their dev and test(e.g.
non TELUS stores/channels)
 Billing and mediation
components if not relevant to
functional testing
 To support frontline training by
replacing back-end systems with
virtual services
 Replace stubs created by
development teams
 Replace 3rd party or external services
(e.g. credit checks)
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There are many other uses for Service Virtualization!

Operating Model
Centralized Functions
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We utilize a centralized factory based model
The Solution Architects
Tool Support
Training
Processes
Distributed Functions
Application Architecture
Service Virtualization
Developers

Benefits gained from the adoption of Service
Virtualization
 Reduced downtime in testing environments
– Decommissioned testing environments freeing up
infrastructure, storage and labor
 Improved testing productivity with the
availability of 300 virtual services
– Used to test 8 major releases each year, removing
dependency on real apps
 Simplified testing data needs and complexity
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Total annual savings of $800K - $1 million/year or >2.5% of QA costs

Learnings
Learning Action
Complex services require greater knowledge
and analysis
- Develop solution architects
- Leverage CA’s professional services
Teams can be reluctant to adopt service
virtualisation in place of real live apps
- Work directly with application architects
to formulate strategies (testing
environments, test strategy)
- Training / lunch and learns
- Capture quality metrics
Expansion will lead to challenges for teams
using the services in a distributed fashion
- Consider all aspects of scaling solution
but leveraging a central team
- Define processes around use of VSEs,
version control of services and
deployment of services to environments
and best practices. Pick a champion
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Q & A

Recommended Sessions
SESSION # TITLE DATE/TIME
DO3X113S
Case Study: DBS Shares Its Continuous Delivery Journey
as a Global Financial Institution
11/19/2015 at 3:00 pm
DO3X114S
Freeing the World from Slow: How Service Virtualization
and the Concept of S.P.E.E.D. Will Steer You Away from
Committing Continuous Delivery Suicide
11/19/2015 at 3:45 pm
DO3T22S
Business Transformation: DevOps for a 10-Year-Old
(Codebase)
11/19/2015 at 4:30 pm
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Must-See Demos
Service
Virtualization
DevOps
Theater 3
DevOps Sim
DevOps
Theater 3
SV on
Demand
DevOps
Theater 3
SV
Innovations
DevOps
Theater 3
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Follow Conversations At…
Smart Bar
DevOps
Theaters 3 & 4
Tech Talks
DevOps
Theaters 3 & 4
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For More Information
To learn more, please visit:
http://cainc.to/Nv2VOe
CA World ’15

TELUS Implements End-to-End Testing to Ensure Customer First Strategy and Customer Satisfaction

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TELUS Implements End-to-End Testing to Ensure Customer First Strategy and Customer Satisfaction