Hi @ShontuB,
there's no universal answer to this. Every single organisation will manage this differently depending on their tools/product/industry/maturity in ServiceNow they have achieved. Even the same company will most likely give you different answer today and in a year :))
Customisations will make your process, needs and requirements more personalised but on the contrary it makes the maintenance more difficult. So it shall be a healthy compromise and the customisation shall be selected only if it has some big benefit. If you customise a half of the platform for a group of 20 people then it was not worthy (exaggeratng but you got my point right).
When I was enrolled to the ArchX class, there was one or two activities on this topic, how to communicate and explain it. Also there was recommended methodology called Business-smart customisation, you can read about it to get some ideas suggested by ServiceNow.
Let me know what do you think about it.
PS: my technical experience is that heavy customisations are almost always bringing more troubles than benefit, at least from my understanding :)))
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100 % GlideFather experience and 0 % generative AI
