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Customization best practices for ServiceNow

Why this is important

Our successful customers limit their customization to clear, demonstrated business needs and avoid the management pitfalls that lead to excessive, unsustainable customization. To do this, you should build governance policies and structures that promote business-smart customization and use our recommended development mechanisms and tools to minimize your technical complexity.

Steps covered

1. Define business case guidelines
2. Establish governance
3. Define the development model
4. Learn customization demands

Key takeaways

The most important things to know

  • Get to business-smart customization—establish guidelines to define customization that delivers business value.
  • Define the right governance models to effectively meet and deliver on demands for customization.

The payoff of getting this right
Avoiding customization pitfalls minimizes your technical debt and ensures faster testing cycles during upgrades. Excess customization that doesn’t serve a clear business purpose can actually inhibit your ability to take advantage of new innovations available with upgrades.

What you need to get started

A governance structure to administer the policies you put in place for business-smart customization

When you should start this activity

Put customization policies in place as you set up governance and demand management.

More resources to check out

Success Workbook

Business-smart customization

Learn how to promote business-smart customization to manage demand and innovate at scale.

Success Video

Business-smart customization

Watch our seven-minute video about how to balance value and risk with platform customizations.

Executive Briefing Deck

Business-smart customization

Get a quick overview of a business-smart approach to customization.

Frequently Asked Questions

Business-smart customization

Get answers to common questions about a business-smart approach to customization.

On-Demand Webinar

Avoid customization pitfalls

Learn how to make sure your configuration and custom app development is business smart.

Success Quick Answer

What are the best practices for customization?

Learn about the best practices and criteria to consider when evaluating customizations.

Success Quick Answer

How does HealthScan help me manage my instance health?

Learn how HealthScan can help you get maximum value from the platform and your apps by assessing and improving your instance health.