Custom Apps vs. Configuration: When to Build, When to Adapt in ServiceNow

ServiceNow is a powerful platform, renowned for its ability to streamline workflows and automate processes. Its flexibility stems from a unique balance between configurable features and the ability to develop custom applications. Knowing when to leverage configuration versus building custom apps is critical for successful ServiceNow implementations and maximizing your ROI. This post delves into the nuances of this decision, providing practical examples and guidance to help you make the right choice.

Understanding the Core Concepts

Before diving into the decision-making process, let’s define what we mean by “configuration” and “custom applications” within the ServiceNow ecosystem.

• Configuration: Refers to modifying the existing functionalities of ServiceNow modules using built-in tools. This involves adjusting settings, creating workflows, defining business rules, configuring forms, and modifying UI elements. Configuration primarily relies on ServiceNow’s native capabilities without writing extensive code.

• Custom Applications: Involves developing entirely new applications from scratch using ServiceNow’s Studio environment and scripting languages like JavaScript, GlideScript, and AngularJS (legacy) or React (modern). These applications are designed to address unique business needs that cannot be met by simply configuring existing modules.

The Decision Framework: A Step-by-Step Approach

The key to deciding between custom applications and configuration is understanding your requirements and evaluating how well ServiceNow’s existing features can meet them. Here’s a structured approach:

1. Requirement Gathering and Analysis: This is the most crucial step. Clearly define your business needs. What problem are you trying to solve? What are the desired outcomes? Document the requirements thoroughly, including functional and non-functional aspects.

2. Evaluate Existing ServiceNow Modules: Explore whether the necessary functionality already exists within ServiceNow’s pre-built modules (ITSM, HRSD, CSM, etc.). Can a standard module, with some configuration, meet your needs? Don’t underestimate the power of ServiceNow’s built-in features.

3. Assess Configuration Options: If an existing module seems promising, investigate the available configuration options. Can you modify the workflow, add fields to a form, or create a business rule to achieve the desired behavior? Experiment in a development instance to test your configurations.

4. Identify Gaps: After exploring configuration options, identify any remaining gaps between your requirements and what ServiceNow can offer “out-of-the-box” or with configuration. These gaps represent potential candidates for custom application development.

5. Consider the Trade-offs: Weigh the pros and cons of building a custom application versus working around the limitations of configuration.

   • Custom Application Pros:

     • Precisely meets unique business needs.
     • Greater flexibility and control over functionality.
     • Potential for competitive advantage.

   • Custom Application Cons:

     • Higher development costs.
     • Longer development time.
     • Increased maintenance burden (upgrades, bug fixes).
     • Potential compatibility issues with future ServiceNow releases.

   • Configuration Pros:

     • Lower development costs.
     • Faster implementation time.
     • Leverages ServiceNow’s existing infrastructure and support.
     • Generally more resilient to ServiceNow upgrades.

   • Configuration Cons:

     • May require compromises and workarounds.
     • Limited by the existing functionality of ServiceNow modules.
     • Potential for performance issues if configurations are poorly designed.

6. Make the Decision: Based on your analysis and the trade-offs, decide whether to proceed with configuration or custom application development. If the gaps are significant and the benefits of a custom solution outweigh the costs, then build a custom app. Otherwise, prioritize configuration.

Real-World Examples

Let’s illustrate these concepts with some practical examples:

• Example 1: Incident Management Workflow Enhancement (Configuration)

  • Requirement: Automatically assign high-priority incidents to specific technical teams based on the CI (Configuration Item) associated with the incident.
  • Solution: This can be achieved through configuration. You can create a business rule that triggers when a new incident is created with a high priority. This business rule would then look up the CI associated with the incident and assign the incident to the appropriate team based on a pre-defined mapping (e.g., stored in a custom table). No custom application is needed.
  • ServiceNow Docs Ref: https://docs.servicenow.com/bundle/quebec-platform-administration/page/scripting/business-rules/concept/c_BusinessRules.html 

• Example 2: Custom Vendor Onboarding Portal (Custom Application)

  • Requirement: A dedicated portal for onboarding new vendors, including collecting vendor information, managing contracts, tracking compliance, and facilitating communication. The standard Vendor Management Workspace doesn’t offer the level of customization required.
  • Solution: This is a good candidate for a custom application. You can build a custom portal using ServiceNow’s Service Portal or UI Builder, design custom forms to collect vendor information, create custom workflows to manage the onboarding process, and integrate with other systems (e.g., finance, legal).
  • ServiceNow Docs Ref: https://docs.servicenow.com/bundle/quebec-application-development/page/build/service-portal/concept/sp-overview.html 

• Example 3: Employee Recognition Program (Hybrid Approach)

  • Requirement: Implement an employee recognition program where employees can nominate their peers for outstanding contributions, and managers can approve nominations and award points that can be redeemed for rewards.
  • Solution: A hybrid approach might be best. You could leverage the existing HR Service Delivery module to manage employee data and create a custom application (using Service Portal) for the nomination and reward redemption process. This allows you to integrate with HR data while providing a tailored user experience for the recognition program.

Visualizing the Decision Process

Here’s a flowchart summarizing the decision-making process:

Best Practices for Both Approaches

Regardless of whether you choose configuration or custom application development, follow these best practices:

• Use a Development Instance: Always develop and test your changes in a non-production environment.
• Version Control: Use Git or a similar version control system to track changes and collaborate effectively.
• Document Everything: Document your configurations and custom applications thoroughly.
• Performance Testing: Conduct performance testing to ensure that your changes don’t negatively impact the platform.
• Follow ServiceNow Best Practices: Adhere to ServiceNow’s recommended coding standards and development guidelines.
• Regularly Review and Refactor: Periodically review your configurations and custom applications to ensure they are still meeting your needs and are optimized for performance.

Upgrade Considerations

ServiceNow regularly releases new versions with updated features and security patches. When planning an upgrade, consider the impact on your configurations and custom applications. Custom applications may require more extensive testing and remediation to ensure compatibility with the new version. Configurations are generally less prone to compatibility issues, but it’s still important to test them thoroughly.

Conclusion

Choosing between custom apps and configuration in ServiceNow is a strategic decision that should be based on a thorough understanding of your business requirements, the capabilities of the platform, and the trade-offs involved. Prioritize configuration whenever possible to leverage ServiceNow’s existing features and minimize development and maintenance costs. However, don’t hesitate to build custom applications when they are necessary to address unique business needs and achieve strategic goals. By following a structured decision-making process and adhering to best practices, you can maximize the value of your ServiceNow investment.