CCDT0026 Presented at ServiceNow's Knowledge 19 Conference
Session Description: Customization: the most dreaded word on the ServiceNow Platform. But what exactly makes a configuration a configuration and a customization a customization? The rules aren't always clear. In this session, we will move beyond the traditional argument and instead explore criteria by which we can properly assess the risk of an implementation choice.
Objective: To teach developers and implementers how to properly evaluate the risk of an implementation decision rather than rely on definitions of configuration and customization.
CCDT0026
Configuration vs customization: which Is It?
Session Description: Customization: the most dreaded word on the ServiceNow Platform. But what exactly makes a configuration a configuration and a customization a customization? The rules aren't always clear. In this session, we will move beyond the traditional argument and instead explore criteria by which we can properly assess the risk of an implementation choice.
Objective: To teach developers and implementers how to properly evaluate the risk of an implementation decision rather than rely on definitions of configuration and customization.
A configuration is tailoring an instance using ServiceNow best practices and API to meet your requirements without making changes to code that is part of the baseline installation of an instance.
With this in mind, I want to provide simple steps to evaluate an implementation decision
Here I refer to negative risks as threats and positive risks as opportunities
When identifying risks in ServiceNow, look for the positive and negative effects mentioned on this slide. The risk effects are fairly universal across most organizations. By looking for the more universal effects, you can more easily identify
Here is a list of potential sources that can introduce negative risk into your implementation.
Note that this matrix is very similar to our Change Management and Incident Management risk and priority assessments.
Probability: What is the likelihood of risk occurrence
Severity: What is the significance of the consequence if the risk occurs
In addition to transferring and accepting the threats, we can also mitigate our threats. This slide gives some examples of how we might accomplish that by isolating the records that we own from the records that ServiceNow owns through clearly defined interfaces.
The key to mitigating threats in ServiceNow customization: Isolate your customizations and limit the number of dependencies between your customizations and ServiceNow’s code. Dependencies are where processes break.