Buy or Build: What to do?

[Derek32]

A common question when evaluating how to execute demands. Do I build or buy? Often, customers only think of the initial investment and what is the path with the least amount of friction. Often, not always, the tactical and technical needs overpowers and dominate the more strategic approach. Customer miss if  the solution is really aligning to the strategic direction of the business. Is strategy driving the technology? Or is the technology driving the strategy.

In these cases, leaders must decide where to place place their investment. They must always use a decision framework--- Is this differentiating? Is there an existing OOTB capability (even if not 100%)? What is the total cost of ownership?

For "common" processes (password reset, standard provisioning), its should be simple. Policies should be to use OOTB capability, configuration, and very minimal customization if absolutely needed.

For truly unique use cases and processes (industry requirements, complex workflows), consider the "build." Focus on business smart customizations, documenting the tech debt, and having an "exit plan" to repay. All of this should be validated through stringent governance processes. 

Now when to buy? Point solutions using the "power of the platform" are perfect example to buy. However, application should be well governed, and vendors should be able to articulate how they keep their apps in compliance, communicate change, and adhere to ServiceNow best practices. The solutions should be in alignment with your strategic long-term vision and create harmony as additional versions are released. Get this upfront. You need to avoid purchasing applications that originally meet your strategic need but divert further from your vision over time. Ensure support by the vendor is articulated and defined processes are in place if/when issues arise. 

Lastly, maintain internal platform acumen for architecture, guardrails, data structure, and and regulatory requirements among others....even if the implementation is outsourced. Set the framework to continually revisit governance of existing architecture as new capabilities are built, extended, or purchased.