What are the future impacts of extensive customization in Incident Management?

[SunilKumar_P]

I am seeking to understand the potential long term impact of the high level of customization within the ServiceNow Incident Management module.

Specifically, I am concerned about what could be missed in future if we continue with the customizations rather than returning to OOB features?

[Dr Atul G- LNG]

Hi @SunilKumar_P 

The major challenge is Upgrade. Either it is big or small customization the upgrades become hectic and time consuming. also if customization done, it should be with best practice. Also customization can impact the further integration of another or SN modules as well/. 

[Mahathi]

Hi @SunilKumar_P ,

Customization can be challenging to maintain over time, especially in terms of testing and upgrades, as @AG - LearnNGrow highlighted.

For the Incident module, adhering to the out-of-the-box (OOB) workflow and limiting changes to drop downs and other form fields in alignment with customer's requirements is a sustainable approach. This minimises future maintenance and supports smoother upgrades.

The more customisation we add, the more complex it becomes to manage upgrades, integrations, and testing effectively.

Attaching a customisation best practices document  suggested by ServiceNow for your reference.

If my answer helped in any way, please mark it as ✅Correct & 👍Helpful.

Thanks,
Mahathi

[Sajilal]

Does not matter Incident/ any other modules. ramifications are common, here is an article you can read to get an idea from Upgradeability, Manageability, Performance, User Experience what all can be impacted but then you can always outweigh business value vs technical impact to make a decision.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0553407

If this was helpful, do give a thumbs up/mark it as Correct to close the Thread, Thanks