UAT is Make or Break in ServiceNow

Testing is one of the most important phases in any ServiceNow implementation. 

It’s what ensures that the platform you’ve worked so hard to build actually works the way your business needs it to.

There are several types of testing along the journey—unit testing, peer testing, smoke testing, and, finally, User Acceptance Testing (UAT).

Unlike other phases, UAT is owned by the client. That means your team is responsible for creating test scenarios, writing scripts, and executing those scripts. And let’s be honest: UAT can feel overwhelming. If you’ve been there—or are about to start—you’re not alone.

The challenges with UAT are real, and they’re common. Here are some of the most frequent obstacles our clients face:

• Lack of Clear Requirements
• Poorly Structured Test Planning
• Insufficient User Engagement
• Unrealistic Test Environment
• Resistance to Change
• Communication Gaps
• Inaccurate or Poor Test Data
• Limited Time for Testing
• Gaps in Test Coverage
• Vague Success Criteria

How to Get UAT Right

User Acceptance Testing doesn’t have to be overwhelming. With the right approach, you can turn it into a structured, engaging, and even confidence-building part of your ServiceNow implementation. Here are three key ways to set your UAT up for success:

1. Identify the Right Audience

The success of UAT starts with choosing the right testers. These should be business users who understand the processes inside and out, not just IT staff or developers. Involve them early, so they’re prepared and invested when it’s time to test.

2. Build Test Scenarios Around Real Business Processes

Instead of testing features in isolation, build scenarios that mimic real-world workflows. For example, if you’re testing Incident Management, don’t just create a ticket—walk through the full lifecycle, from logging an issue to resolution.

This approach ensures testing validates how ServiceNow supports the actual work being done and gives users confidence that the system will meet their needs. It also improves adoption by connecting the dots between “new technology” and “my daily job.”

3. Conduct a Kickoff and Group Testing Sessions

A structured kickoff meeting sets the tone. Use it to review goals, walk through the test plan, and answer questions so everyone feels prepared.

From there, consider running group testing sessions. Bringing users together in the same (virtual or physical) space keeps energy high, fosters collaboration, and often uncovers issues faster than when testers work in isolation.

4. Provide Clear Instructions and Support

Your testers aren’t professional QA specialists—they’re business users. Give them the tools they need to succeed, including:

• Easy-to-follow test scripts
• Clear entry and exit criteria
• A simple way to log defects and feedback
• Provide a support channel—whether a dedicated chat, email, or point of contact—for quick answers during testing.

5. Use a Realistic Test Environment

Testing should happen in an environment that mirrors production as closely as possible. Data, configurations, and integrations should be set up to reflect reality. The closer UAT is to the real system, the more accurate the results.

6. Set Priorities and Manage Time Wisely

End-users are busy, and UAT is usually not their only responsibility. Prioritize test cases that validate critical business processes to make the best use of limited time. If time allows, expand into edge cases and “nice-to-have” scenarios.

7. Define Clear Success Criteria

Without clear acceptance criteria, it’s hard to know when UAT is truly complete. Work with business stakeholders to define what success looks like—what must pass for the system to be considered ready for go-live. This ensures alignment and avoids last-minute confusion.

UAT isn’t just a checkbox—it’s a critical step that validates your ServiceNow implementation and prepares your people for the transition. By identifying the right testers, building meaningful scenarios, and supporting users with structure and clarity, you can transform UAT from a daunting task into a valuable, confidence-building milestone.

UAT is one of the most critical steps in ensuring your ServiceNow implementation delivers real value. With the right planning, the right people, and the right support, it becomes less of a hurdle and more of a launchpad for success. If you need guidance building your UAT strategy—or hands-on support to make it a smooth process—our team is here to help. Contact us to learn how we can support your ServiceNow UAT journey.