Build Agent vs. Custom SKU

[nateweldon]

I'm not sure if this is the most appropriate forum for this but figured I'd start in App Engine. I've started tinkering with the Build Agent and I quickly came to realize what I actually needed was a custom SKU of existing products vs. building a full custom scoped app. 

Some backstory, I've been in Professional Services for over 10 years and I figured I'd start with what I already knew was a problem. Partners I've worked with did their best to "Drink their own Champaign" and run the business on top of ServiceNow as much as possible. So thereinlies my reasoning for starting there. 

As I start prompting and giving context I quickly realized a lot of what I needed in my "App" already existed in other products in ServiceNow. I can keep track of my deals in CRM & convert them to demands and projects in SPM. I can also use rate cards and time entry to keep track of all my various project billing scenarios. Invoicing and making sure we got paid, that was always an issue but there's an AR feature in CSM now too. 

My question to the community is why build all of this? Wouldn't it be easier to try and get a custom SKU? 

Also, the build agent did not once alert me that I'm trying to build product that already exists elsewhere in the platform. I'm gonna keep going to see how comprehensive of a PSA app I can build but wondering what other folks think about the buy vs. build conundrum we are about to encounter. What if Vibe coding really did take off? Are we just competing with Replit and Loveable then? 

[Jennifer Metz]

Hello @nateweldon,

I think this really comes down to intent and ownership.

Some people genuinely prefer an OOTB solution that requires very little configuration. They want something they can turn on, get value from quickly, and not worry about long term maintenance. In those cases, buying an existing product and staying close to standard makes the most sense.

At the same time, ServiceNow clearly provides tools for customers who want to own a more customized experience. App Engine, Build Agent, Flow Designer, and Integration Hub all exist because not every organization operates the same way or fits neatly into a single product model.

Now that vibe coding and agent driven development are here, it will likely lower the barrier to building those experiences. But what it also means is that we need to be more intentional and aware of the bigger picture. Just because something can be built doesn’t always mean it should, especially when strong OOTB options already exist.

From what I’ve seen, the best results usually come from a blended approach. Start with OOTB where it fits well, orchestrate across products when needed, and only build something new when there’s a clear reason to do so.

So I don’t really see this as buy versus build. It feels more like buy and build, depending on where an org falls on that spectrum.