Global fintech leader Fiserv needed to standardize its testing processes across hundreds of acquired applications and business lines. By implementing Tricentis Tosca, qTest, and Tosca Data Integrity, Fiserv established a unified, scalable testing strategy. This led to a 65% reduction in major incidents in one year, with a further 68% year-to-date reduction the following year, all while enhancing test coverage and speed to market.

Fiserv is a global leader in payments and financial technology, processing trillions of dollars in transactions annually for financial institutions, businesses, and consumers. With a 30-year history marked by growth and approximately 250 acquisitions, the company manages a complex portfolio of around 3,500 applications.

Rob Larsen, VP of Quality Engineering at Fiserv, oversees the firm’s quality initiatives. With an executive mandate for “top quality,” his focus is on ensuring the stability, performance, and reliability of Fiserv’s systems. “If you don’t have quality or stability and performance in the system, you get a bad reputation, you lose existing customers, it’s hard to sell new products,” Larsen explains. Given that Fiserv’s services must be available 24/7, any outage can have significant consequences, from a consumer being unable to use their credit card to major disruptions in back-office processing for financial institutions.

Industry: Financial services
Organization size: 40,000 employees
Location: USA
製品：

Scaling across teams, tools, and methodologies

Fiserv’s rapid growth through acquisitions created a highly fragmented technology landscape. The company inherited hundreds of disparate applications built on various technologies, from modern Java and .NET frameworks to legacy COBOL systems on mainframes. This diversity extended to their testing practices. “Envision acquiring all these different business lines and companies over a period of ten years,” says Larsen. “Not everyone’s immediately using Tosca, just not everyone’s using Playwright or Selenium.”

This lack of standardization posed several significant challenges:

Inconsistent tooling: Teams used a wide array of testing tools and frameworks, making it impossible to establish a unified quality engineering strategy or share resources effectively. The company was using 63 separate instances of Jira, complicating traceability and integration efforts.
Scalability issues: With 3,500 test engineers spread across different business lines, training and upskilling teams on various platforms was inefficient and costly. There was no single, consistent approach to automation.
Inadequate data testing at scale: Fiserv settles approximately $30 billion daily. Testing these massive data reconciliation processes with traditional transactional tools was not feasible. “It would take all day… or multiple days,” notes Larsen, highlighting a critical gap in their testing capabilities.
Maintaining quality at speed: As the company embraced DevSecOps and continuous testing to accelerate delivery, the reliance on manual testing and fragmented automation became a major bottleneck, threatening both speed and quality.

Fiserv needed a solution that could bring order to this complexity. It required a single, scalable platform that could handle end-to-end testing across its diverse application portfolio and uphold the company’s number one goal: quality.

To address its challenges, Fiserv established a Testing Center of Excellence (TCoE) to centralize research, development, and vendor relationships. This team selected Tricentis as its enterprise standard for test automation and management, leveraging qTest, Tosca, and Tricentis Data Integrity to create a unified ecosystem

Standardizing on a single platform

The first step was consolidating processes. Fiserv mandated qTest as its primary test management tool, integrating it with a single enterprise instance of Jira. “We have the enterprise version of qTest, and it’s really easy to set up the integration, so I can show traceability of building a test plan, pulling down the requirements, writing test cases, linking it,” says Larsen. This provided enterprise-wide visibility into test coverage and results. “qTest is kind of your central repository,” Larsen says. “Everybody’s using Jira, and then we have qTest sitting in the middle, and then we use the back end for automation…it ties into your DevSecOps pipeline.”

Scaling automation with codeless testing

For automation, Fiserv chose Tricentis Tosca as its “one-stop shop for teams to do end-to-end testing.” Tosca’s codeless nature and its broad support of various technologies—including UI, API, and even mainframe systems—made it the ideal solution to unify testing across Fiserv’s 3,500 applications. “A low-code, no-code solution for 3,500 test engineers in our company goes a long way,” Larsen notes. “It has certifications. It is something that, if people transfer within the company, they already have the basic knowledge of Tosca.”

Conquering large-volume data testing

To solve the challenge of testing massive financial settlements, Fiserv piloted Tricentis Data Integrity (DI). The pilot focused on a back-office settlement system responsible for reconciling billions of dollars daily. “The scalability and the performance of DI allows you to test hundreds of thousands of records, source to target,” Larsen states. The pilot was a resounding success. Tests which previously took days could now be run in minutes. This capability has since been expanded to support S/4HANA migrations and other data-intensive projects.

Embracing the future with AI

Fiserv is now at the forefront of adopting AI in testing. With recent approval from its internal AI council, Larsen’s team is piloting Tricentis AI capabilities to generate test cases from requirements in qTest and move toward autonomous testing with Tosca. “I believe AI-assisted testing will provide a 25% uplift, even if the test case isn’t perfect right off the bat,”

Larsen predicts. This forward-thinking approach ensures Fiserv is prepared to maintain quality while matching the accelerating pace of AI-assisted development.

Result

By standardizing on the Tricentis platform, Fiserv has achieved transformative results that directly support its core business objective of delivering top-quality service. The most significant outcome has been a dramatic improvement in system stability.

“I’m proud to say I’ve had a three-year journey of reducing our outages,” Larsen reports. “We’ve reduced by 65% last year, and we’re on pace to reduce year-to-date 68% today.”

These metrics underscore the direct impact of a robust, standardized testing strategy on Fiserv’s most critical business goal: ensuring 24/7 system availability for its global clients.

Key benefits of the Tricentis implementation include:

Drastic reduction in major incidents: A 65% year-over-year reduction in major incidents, with a continuing downward trend.
Enterprise-wide standardization: A unified testing toolchain across 3,500 applications, enabling consistent quality governance and resource mobility.
Accelerated large-scale data testing: The ability to validate billions of dollars in daily transactions in minutes instead of days using Tricentis DI.
Foundation for future innovation: A scalable platform ready to integrate emerging technologies like agentic AI, positioning Fiserv to keep its competitive edge.

Tricentisを使い始める

始めましょう