Please advise on OOTB customization

[M_Tomy]

Dear Experts

We want to prevent developers from unintentionally customizing OOTB settings and ensure we remain within ServiceNow's support scope.

Question:
Please advise if there is a way for platform administrators to verify that unintended out-of-the-box settings have not been modified.
We are considering incorporating this verification into our change management process before applying update sets.

Thank you in advance.

[Nikhil Bajaj9 · Accepted solution]

Hi @M_Tomy ,

I don't see any direct way but you can track it by periodically review against OOB features. Although During upgrades - skip items and upgrade monitors may help you in tracking it. Also Health scan checkup will provide you a report that what was customize and whether it was as per best practice or not. 

If my answer helped you, please makr it- solution accpeted. It will help future Readers as well.

Regards,

Nikhil Bajaj

[Nikhil Bajaj9 · Accepted solution]

Hi @M_Tomy ,

I don't see any direct way but you can track it by periodically review against OOB features. Although During upgrades - skip items and upgrade monitors may help you in tracking it. Also Health scan checkup will provide you a report that what was customize and whether it was as per best practice or not. 

If my answer helped you, please makr it- solution accpeted. It will help future Readers as well.

Regards,

Nikhil Bajaj

[Ankur Bawiskar · Accepted solution]

@M_Tomy 

the platform admin can do this

1) use combination of baseline tools, record comparisons

2) always review the update set and the customizations captured in it

All customizations create entries in the Customer Updates (sys_update_xml) table.

Review this table to see which objects have been modified, including OOTB ones.

good article below

Identify changes to OOTB/baseline records 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@M_Tomy 

Thank you for marking my response as helpful.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Nikhil Bajaj9]

Hi @M_Tomy ,

If my answer helped you, please makr it- solution accpeted. It will help future Readers as well.

Regards,

Nikhil Bajaj