Any consequences of customizing the choice lists on Business Applications for example?

[Suggy]

Hi, Our customer is using an EAM (Enterprise architecture management tool) which captures Business Services, Offerings, Applications, Capabilities etc

We want to bring that data into ServiceNow.

What we have seen is, that EAM tool has got most of the fields that is there in ServiceNow but the choice/dropdown values are very much different. Ex- Fields like 'Architecture Type', 'Platform', 'Criticality' etc are having different values in compared to ServiceNow.

Question - Is it fine to deactivate all the choice lists in ServiceNow and create the same values that is present in other tool?

or Should we just add those values are new entries in ServiceNow and retain OOB values in ServiceNow?

Any consequences with either of the above approach?

PS - asking this question especially when dealing with conceptual and logical tables in ServiceNow as we have not done this before.

If it was Incident management for example, I know that there is no impact when we completely customize Category, Subcategory, Resolution notes etc.

[Suggy]

@CMDB Whisperer if you could provide your inputs on this please 🙂

[Suggy]

Anyone?

[Derrick-FMR]

The problem with changing the choice lists is when ServiceNow uses the choice list field for other integrations/automations/etc....  I would look to translate the values from your EAM tool to the SN values when pulling the data into SN.  You can also create a custom field if you need to have a copy of what your EAM tool uses.

[Stig Brandt]

Hi

In all cases, where you remove / add - choices in any choice list, be aware of that some attributes are used in OOTB scripts/business rules, dashboards, reporting etc. so my suggetion is to be very careful, and maybe consider to adopt to ServiceNow, add values that have no consequences for now, but this you will not know for the future releases. Maybe also consider add custom fields to support the Architectecture tools attributes. Criticality is critical to change, so here I would be cautious.

br

Stig