Configuration vs Customization definition

Cheryl Leach · ‎08-10-2021

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

Nia McCash · ‎08-10-2021

@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

View solution in original post

Mark Roethof · ‎08-13-2021

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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Kind regards,

Mark Roethof

Independent ServiceNow Consultant

10x ServiceNow MVP

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Greg20 · ‎09-20-2021

Understanding the difference between Customization and Configuration is important, but I often provide additional guidance to my clients. I have had some clients who made a 'rule' that there would be No Customization. I try to guide them away from that stance, and instead to put in governance that the business case has to support the action. There are examples where something that is considered Customization is totally acceptable given the benefits of the functionality it will be enabling. Therefore, we counsel clients to put a method in place to evaluate the costs (both initial development AND continued maintenance) against the anticipated benefits of any Customization, Configuration, or even enabling types of Personalization in the platform.

Let me know if you want to discuss.