Configuration vs Customization definition

[Cheryl Leach]

Greeting,

My organization will be implementing ITSM (early fall), as the BA on the team, I am looking for a good definition to use to clearly identify the different from configuration vs customization. Is there a knowledge article available that I can review.    

This information will help with creating best practices within the organization, as well as introducing the correct jargon for  the ServiceNow platform.

Thanking you in advance,

Cheryl 

[Sarah36]

I found this definition awhile back and it's helped me. Can it be done without coding? It's a configuration.

Customize: To write new code (programs, class files, scripts) to in the software that meets specific requirements.

Configure: To use tools in the application to meet specific requirements without the use of code.

Verbatim from MITRATECH.

[Cheryl Leach]

thank you Sarah!

[Mark Roethof]

Hi there,

A slide from ServiceNow on Configuration and Customization:

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020, 2021 ServiceNow Community MVP
2020, 2021 ServiceNow Developer MVP

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[Nia McCash · Accepted solution]

@Robert Fedoruk discusses this in his podcast: https://podtail.com/en/podcast/cj-the-duke/ep015-the-truth-about-customization-vs-configurati/

Here's the link to Travis's blog post on it: https://codecreative.io/blog/configuration-vs-customization-which-is-it/

Here's another resource from ServiceNow that might be helpful: https://www.servicenow.com/lpwbr/customization-vs-configuration.html