When it comes to ServiceNow implementations, there is a widely promoted mantra: "Use Out-of-the-Box (OOTB)." The idea is that by leveraging the platform’s pre-built capabilities, you can save time, reduce complexity, and avoid reinventing the wheel. However, through my years of experience implementing solutions—particularly within the HRSD space—I’ve come to realize that this belief is often misguided. In fact, for most organizations, OOTB is simply not enough.
The thoughts and perspectives shared in this post are based on my personal experience and professional observations while working on various ServiceNow implementations. Especially within the GPS space. I recognize that this may not apply to every situation and that other professionals may have differing opinions or experiences. I am also aware that this is a controversial topic within the ServiceNow community, as many developers and architects strongly support OOTB solutions. My intent is to spark discussion and provide insight based on the challenges I have encountered in real-world implementations.
In theory, OOTB solutions are supposed to cover the majority of business needs, providing a ready-made framework for various use cases. But in reality, most clients have unique, complex, and unpredictable requirements. No two organizations are the same, and neither are their workflows, processes, or needs. As a result, OOTB can rarely deliver a solution that fully meets the expectations of a client.
What happens when OOTB can’t handle these intricacies? Customization becomes inevitable. The question then arises: Is a solution still considered OOTB when it's been customized? This "hybrid" state can create confusion. Some argue that meticulous documentation of customizations will mitigate issues down the road. However, over time, documentation upon documentation can create a problem in itself—leading to information overload and a cumbersome maintenance process.
The OOTB fallacy doesn’t just impact developers—it extends to clients as well. Many clients come into the process with the expectation that OOTB solutions are ready to go and will immediately meet all of their business needs. This creates a false sense of expectations. Often, clients are not fully aware of the complexity behind their requirements and the limitations of OOTB functionality. As a result, they might assume that the solution will work "out of the box" without the need for customizations or additional effort.
Adding to this, clients often pay handsomely for these OOTB modules, expecting them to provide comprehensive solutions. When they realize that additional customizations are required—and come with added costs—it can lead to significant frustration. This is especially true when things aren’t clearly communicated upfront, and the client has a false sense of understanding about what OOTB can actually deliver.
In my experience, this can lead to frustration and misalignment between the client and the development team, especially when it becomes clear that customization is necessary to deliver on their full vision. It’s important to educate clients early in the process, helping them understand that while OOTB can serve as a solid foundation, real-world requirements often demand customization. Setting realistic expectations upfront can help avoid dissatisfaction later on and ensure that the project is aligned with their actual business goals.
One of the most significant issues I’ve seen is the false sense of security that OOTB creates for developers. ServiceNow promotes OOTB so heavily that developers often become rigid in their thinking. They start believing that OOTB offerings are the ultimate solution, leading to confusion and stagnation when they encounter requirements that can’t be addressed with the platform’s pre-built features.
This rigidity results in a development culture that is unsustainable. Developers shy away from customizations or alternative solutions out of fear that stepping outside the OOTB boundaries will cause more harm than good. But this mindset simply doesn’t reflect the real-world complexity of most implementations. Eventually, as more customizations are introduced—often in an ad-hoc, reactive manner—the platform becomes harder to maintain and technical debt builds up.
When these ad-hoc, reactive customizations arise, developers often find themselves hacking away at the system because architectural changes are too late in the process. At this stage, they’re forced to make quick fixes that deviate from best practices, and over time, these "hacks" muddy the environment. What was once a structured approach devolves into a wild west, where consistency and maintainability are sacrificed for short-term problem-solving. This creates a chaotic environment where the platform becomes difficult to manage, upgrade, or extend, and long-term scalability is compromised.
So, how can we balance the benefits of OOTB with the need for custom solutions? The answer lies in adopting a hybrid (the correct hybrid) approach—leveraging the core capabilities of ServiceNow OOTB, but not being afraid to customize when the business need demands it. However, it’s crucial to make these customizations thoughtfully and strategically.
Benefits of the Proposed Hybrid Approach
Adopting the hybrid approach as outlined in my proposal offers several advantages, particularly in ensuring flexibility, scalability, and maintainability within ServiceNow implementations. By strategically customizing on top of OOTB capabilities, you create a more robust and adaptable solution that addresses both immediate and long-term needs. Here are the key benefits:
The key to sustainable development on ServiceNow lies in shifting the mindset of developers and architects. Rather than being constrained by the false security of OOTB, developers need to be empowered to think critically and creatively. Customization should not be seen as a "failure" to stick to OOTB but as a necessary step toward delivering truly effective and tailored solutions for complex client needs.
By striking the right balance between OOTB and customization—through approaches like abstract layers and modular design—we can build solutions that are not only powerful and flexible but also sustainable in the long run. The future of ServiceNow development hinges on adopting this balanced, thoughtful approach—one that doesn’t fall prey to the OOTB fallacy.
While OOTB solutions offer an excellent starting point, they are not the end-all solution for complex business needs. By encouraging flexibility, strategic customization, and sustainable practices, we can create an ecosystem where ServiceNow is truly aligned with the ever-evolving demands of modern enterprises.