KM Implementation UAT Plan
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1 KM Implementation UAT Plan Sample Excerpt Prepared by: The Knowledge Compass, Inc.
2 Document Metadata Project Name Knowledge Management Solution (KMS) Implementation Project General Information Document Location Associated Documentation Project Management Office KMS System Delivery Specification KMS Project Plan KMS Testing Strategy & Plan Function Name Dept. Date Author Kevin M. O Sullivan TKCI Review Approval Function Name Dept. Date Approver Version Reason for Change Date Effective Document Version History This document is an example of a User Acceptance Test (UAT) created for a client implementation of a packaged Knowledge Management software solution with select pages included for viewing. Please contact Kevin M. O Sullivan [email protected] for additional information on KMS implementation services. Page 2 of 10
3 Table of Contents Document Metadata... 2 Introduction... 4 Purpose... 4 Definition... 4 Objectives... 4 Scope & Approach... 4 Document Contents... 5 Quality Standards... 5 KMS Test Dependencies... 5 Information Reference Client... 6 Information Reference KNOVA Software... 6 UAT Testing Plan... 7 KMS Agent - Test Scenarios... 8 KMS Agent Test Scripts Page 3 of 10
4 Introduction Purpose The purpose of the document is to present the KMS UAT Plan, instructions, and Test Scripts for: KMS Agent KMS Architect KMS System Administrator Individual UAT tests will be conducted for each of the above KMS components. Testers will only receive a copy of the test scripts applicable to their test. Definition The UAT provides a validation that the KMS Application meets TKCI Client user needs in the operational environment. Objectives The key objectives of the UAT include: Confirm that the key functionality and capabilities of KMS are available and produce the expected results. Identify critical faults that could adversely impact the use of the application in the production environment. This document supports the KMS Testing Strategy and Plan that provides the guidance, policy and standards for development of the KMS UAT Scripts and conducting of the KMS UAT. Scope & Approach The UAT Test will include testing the key functions and capabilities of the KMS. The approach is as follows: Launch KMS via HP Service Desk Test Environment System Conduct UAT test using the structured Test Scripts Conduct additional ad hoc knowledge base searches based upon tester preferences (optional) Complete test functionality and capability evaluations (on Test Script Template) Complete E-Questionnaire Feedback Template (see forward section) Page 4 of 10
5 Document Contents This document contains the below information for KMS UAT tests. Roles & Responsibilities Dependencies Purpose Approach Functions Tested Testing Dates Hardware Requirements Test Data Location Testing Lead Quality Standards The UAT is guided by the following standards: Summit D Project Management Methodology. KMS Implementation Project Quality Plan The UAT is supported by the following documents: KMS Agent Module Test Scripts and Assessment Template E-Questionnaire Feedback Template KMS Test Dependencies The dependencies for conducting successful KMS UAT tests are as follows: Installation and testing of temporary servers in corporate Data Center Installation and testing of KMS Application Software and Database on temporary servers Configuration of KMS System Administration to Requirements for targeted users. Development, testing, implementation and integration of Service Desk changes for KMS integration by Service Desk Engineering and Software Vendor Engineering Team Implement changes to JRUN Web application for Service Desk integration Identification and input of KMS user names and roles into KMS System Administration Access Control facility Import of Right Answers and local data base knowledge content into KMS Knowledgebase Development of KMS Agent and SME E-Learning Training Courses UAT Testers completion of KMS E-Learning Course. Page 5 of 10
6 Information Reference Client The below were used as reference material in the preparation of this document: KM Assessment Deliverable Implementation & Support Plan Knowledge Management Solution (KMS) Project Charter Knowledge Management Solution (KMS) Project Plan Knowledge Management Solution (KMS) Technical Plan KMS & Service Desk Integration Plan Business Process & Knowledge Touch Point Analysis Business Requirements and Functional Specifications Alignment KMS Deployment Plan KMS Configuration Model KMS Testing Strategy and Plan Pilot Plan, Instructions and Test Scripts Information Reference Software Vendor The below were used as reference material in the preparation of this document: Knowledge Desk Summary Sheet Knowledge Desk & ITIL System Administration Manual Agent User Manual Architect User Manual Installation Guide Agent Functional Overview Knowledge Base Segmentation Visibility Knowledge Desk Integration With HP Service Desk 4.5 Page 6 of 10
7 UAT Testing Plan The KMS UAT as described in the KMS Testing Strategy and Plan is outlined in the below table. Component Purpose Approach Functions Tested Testing Dates Hardware Requirements Data Center Software Requirements Test Data Location Testing Lead Quality Assurance Description Test all KMS Software on the KMS business requirements and functional representations. Create test scripts based upon the approved business requirements and functional representations. Test to be conducted by a cross-section of planned KMS users throughout PGI. 1) Agent Module 2) Architect Module 3) System Administration Module Agent Module Architect Module System Administration Module Database Server (RKAMS 318) Web / Application Server (RKAMS 317) Data Center Software Vendor Knowledge Desk Agent Module, Architect Module and System Administration Module KMS System Administrator Configuration Settings Right Answers Knowledge Content The UAT Testers will perform the tests at their business location. Kevin M. O Sullivan Agent Testing Architect Testing System Administration Testing UAT Test Process Test Results & Assessment Testers will be provided Instructions and Test Scripts to support the testing process for the Agent, Architect, and System Administration Modules. UAT testers will return their test results to Kevin M. O Sullivan for analysis and determination of actions to mitigate identified problems and / or create problem notices and change requests to Software Vendor Results will be returned by and physical mail. Page 7 of 10
8 KMS Agent - Test Scenarios Test Scenarios KMS Launch From Service Desk KMS Collaboration Pane Navigation Knowledge Session Management Knowledge Base Contribution Knowledge Object & Concept Feedback 006 Help Assistance Review & Approval of KMS Agent Test Scenarios and Test Scripts Role Responsibility Name Signature Date KMS Project Manager KMS IM Technical Lead Asst. Technical Lead Service Desk Engineer QA / Validation KMS System Owner Author Approver * Review only includes KMS / Service Desk Integration Functions Page 8 of 10
9 Test Scenario Module Test # KMS Launch From Service Desk Agent KMS Objective KMS Launch (from Service Desk) and set off initial text search. Test Scripts Launch KMS Agent from Service Desk Conduct Initial Search in KMS Narrow Search Save Knowledge Session Experience Resume View of Search Experience from Service Desk to KMS Testing Scenarios s & Approver Role Responsibility Name KMS Project Manager KMS IM Technical Lead Asst. Technical Lead Service Desk Engineer QA / Validation KMS System Owner Approver Signatures of the above are on the summary sheet. UAT Pre-Requisites Pre-Requisites Plan Complete Actual Complete 1. KMS and Service Desk Applications are installed in a controlled test environment 2. Technical and KMS project management personnel are trained and available to support the testers. 3. KMS and Service Desk integration changes have been implemented and successfully tested in the Development Environment. 4. Test Scripts are completed and have been successfully pre-tested. 5. Testers have been provided the necessary KMS Role and permissions within KMS Agent. Page 9 of 10
10 KMS Agent Test Scripts Test KMS 001 KMS Launch from Service Desk with Initial Search Test Script Details Expected Result Launch KMS Application From Service Desk 1. Open New Call Ticket Display New Call Ticket 2. Select Template Category: Highlight CALL in Pop-up CALL 3. Select Name: GGGAA, default CA 4. Fill-in Call Ticket Highlight GGGAA, default CA Actual Results & Comments Test Result Pass Fail a. Requester your name b. Service select any service c. Impact select any impact d. Description enter user problem, as shown below: Unable to open MS Word Attachment a. Requester, Service, Impact fields populated with data, as entered: b. Description Field populated with: Unable to open MS Word Attachment (Note: Data in the Description Field is the search string for searching the KMS Knowledge Base) 5. Change the Default Workgroup to your own workgroup 6. Save Call Ticket click on Save Button 7. Record Call Ticket #on Post- It Workgroup changed to your group Call Ticket is Saved in Service Desk Call Ticket #recorded for later use. Page 10 of 10
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