Custom Applications vs. OOB

[thuskey76]

I would like to ask how many SN admins are asked to customize a module to fit the companies needs instead of syncing the process to what is already Out of Box for ServiceNow?

[Nikhil Bajaj9]

OOB processes have some limitations so many times, we all are getting requests to customize the ServiceNow modules/ processes and functionalities. Although ServiceNow's motto is Low code or no code so we should try to be as close as possible to OOB but still we can't avoid customization, although we can minimize. I guess you wanted to hear this answer only. 🙂

[Brian Lancaster]

What does customize mean to you? Let use get our definitions correct. If you are just adding workflow or extra fields I would call that configuration. 

[ersureshbe]

Hi,

I acknowledge that the out-of-the-box (OOB) solutions meet certain aspects of your business requirements; however, they do not provide complete coverage. In instances where OOB solutions fall short, it is advisable to customize the items within the system while keeping the following considerations in mind:

1. Adhere to best practices in coding and ensure field reusability.
2. Establish governance for the customizations implemented, particularly during version upgrades and patch installations.
3. Given the complexities of testing, leverage the Automated Test Framework (ATF) to create reusable test scripts.
4. Strive to avoid overriding OOB scripts and functionalities; instead, develop your customizations without adversely affecting the OOB features.
5. Regularly utilize the 'Health Scan report' on a quarterly basis to identify areas for improvement.

Customization should be viewed as optional and is contingent upon specific business needs. As a technician, it is imperative to follow best practices when implementing any customizations.