Testing to reduce support calls

by DragonBe

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TESTING TO REDUCE SUPPORT CALLS Michelangelo van Dam

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MICHELANGELO VAN DAM I'm a senior #php architect, co-founder and #ceo of @in2itvof, #community leader at @phpbenelux, coach at @CoderDojoBelgium, #MVP, #digitalnomad, likes #coffee. Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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I’M ACTIVELY INVOLVED IN THE COMMUNITY … DevOps  Community Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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To be successful at testing you need to be able to look beyond the walls of the imaginary room! Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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WHY TESTING? ➤ Ensure business/regulatory requirements are met ➤ Prevent (serious) issues when used by customers ➤ Protect against loss of revenue or reputational damage ➤ Gain competitive advantage ➤ Receive trust and respect Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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HOW DO I START? Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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Even though F5 testing is easy to do, please adopt a more robust form of testing that can be shared with your team members Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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Be mindful that automated acceptance tests are sensitive for changes in layout of your application! Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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Feature: Meetup group has events In order to participate in an event As a participant A meetup group must have public events Scenario: Search for events of a user group Given the meetup group "GroningenPHP" exists When I search for meetup group "GroningenPHP" Then I should see at least "1" event listed Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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Feature: Meetup group has events In order to participate in an event As a participant A meetup group must have public events Scenario: Search for events of a user group Given the meetup group "GroningenFoo" exists When I search for meetup group "GroningenFoo" Then I should see at least "1" event listed Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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Behat tests that business requirements are met, not that correct logic is implemented! Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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LEGACY APPLICATIONS Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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If you measure code coverage, ensure that the core of your application is 100% covered with tests, even though it only is 1% of the whole code base! Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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USER EXPERIENCE TESTING Keep in touch with your users/customers Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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UNDERSTAND THE “BUSINESS VALUE” Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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WRITE OUT THE REQUIREMENTS Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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DRAW OR USE WIREFRAMES Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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START WITH A POC Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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CODE IN PROD FROM DAY 0 Use feature toggles to perform A/B testing immediately Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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GIVE USERS A WAY TO PROVIDE FEEDBACK EASILY Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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KEEP DEVELOPMENT CYCLES SHORT AND AGILE Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe) Agile Lean Kanban

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Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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PROTIP: KEEP TRACK OF… Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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OTHER FORMS OF TESTING Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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PERFORMANCE TESTING Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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SECURITY TESTING Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe) Sqlmap®

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RESILIENCE TESTING Chaos Engineering Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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MANUAL TESTING Not all things can be automated Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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EXPLORATORY TESTING Looking at the application from every angle to discover ﬂaws in functionality, design or behaviour. A.K.A. BlackBox Testing Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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PENETRATION TESTING Finding and exploiting weaknesses, ﬂaws or poor conﬁgurations in your application to gain privileged access or syphon data out of your business. Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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LEGAL TESTING & AUDITING In regulatory industries, legal testing and auditing is a must Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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Use the right tool for your testing requirements. Nothing worse than to waste time configuring a testing tool that provides no value! Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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AUTOMATED TESTING? Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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AUTOMATE WHAT’S POSSIBLE ➤ If it’s repetitive, automate it ➤ Prevents someone’s “bad day” to cause issues ➤ Helps when under stress or pressure ➤ Provides documentation and insights to everyone ➤ Can be ﬁne-tuned over time Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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If I have to do the same thing more than once, I automate it! Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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WILL IT PREVENT FAILURE? Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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WHEN FAILURE DOES HAPPEN… FAILURE RESOLUTION REVIEW REMEDIATION ANALYSIS BEST PRACTICES AUTOMATION ADOPTION Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe) Credits: Josh Evans, Mastering Chaos at Netflix

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WILL THIS REDUCE SUPPORT CALLS? Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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LET’S SUMMARISE ➤ We test functional requirements with Selenium ➤ We test business requirements with Behat ➤ We test code requirements with unit and mutation tests ➤ We let our target audience test our work early ➤ We test performance, security and resilience of our application ➤ We run all this in a continuous integration tool ➤ And we have regular manual exploratory and penetration tests ➤ We understand failures can still occur, but we address them as a team and adopt a culture of continuous learning & automation Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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Bring tests closer to the point where code is created and you already win time and money! SHIFT LEFT Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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WILL THIS REDUCE SUPPORT CALLS? YES Between 40% and 65% less support calls or bug reports* Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe) (*) Review of in2it customers in 2018

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RESOURCES 1/3 ➤ PHP User Groups: php.ug ➤ Ministry of Testing: ministryoftesting.com ➤ Belgium DevOps Community: meetup.com/Devops-Belgium ➤ Belgium Cyber Security Coalition: cybersecuritycoalition.be ➤ Azure User Group Belgium: azug.be ➤ Global Open Source Initiative: opensource.org ➤ Selenium: seleniumhq.org ➤ Katalon Studio: katalon.com ➤ SauceLabs: saucelabs.com ➤ Behat: behat.org ➤ PHPUnit: phpunit.de ➤ Infection: infection.github.io ➤ Usabilla: usabilla.com ➤ Apache Bench: httpd.apache.org ➤ Apache JMeter: jmeter.apache.org ➤ Joe Dog Siege: joedog.org/siege-home ➤ MySQL Slap: dev.mysql.com Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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RESOURCES 2/3 ➤ NeoLoad: neotys.com/neoload ➤ LoadNinja: loadninja.com ➤ OWASP Zed Attack Proxy: owasp.org ➤ Vega Vulnerability Scanner: subgraph.com/ vega ➤ Burp Suite: portswigger.net/burp ➤ SonarQube: sonarqube.org ➤ RIPS Tech: ripstech.com ➤ SQLMap: sqlmap.org ➤ Arachni: arachni-scanner.com ➤ Netﬂix Chaos Monkey: techblog.netﬂix.com ➤ Jenkins: jenkins.io ➤ JetBrains TeamCity: jetbrains.com/ teamcity ➤ Atlassian Bamboo: atlassian.com/ software/bamboo ➤ GitHub: github.com ➤ GitLab: gitlab.com ➤ Atlassian BitBucket: bitbucket.org ➤ Phabricator: phacility.com/phabricator Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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RESOURCES 3/3 ➤ Microsoft Azure: azure.microsoft.com ➤ Amazon Web Services: aws.amazon.com ➤ Google Cloud Platform: cloud.google.com ➤ Travis CI: travis-ci.org ➤ CodeShip: codeship.com ➤ Semaphore: semaphoreci.com ➤ Buddy: buddy.works ➤ Go CD: gocd.org ➤ NeverCode: nevercode.io ➤ Strider CD: strider-cd.github.io Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)

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Improving quality one test at a $me Slides available at in2.se/reduce-support-calls Tes$ng to reduce support calls by Michelangelo van Dam (@DragonBe)