How do you define customization vs

configuration?

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Customization vs Configuration webinar will start at three minutes after

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Customization vs Configuration
Britta Koch Sr Marketing Manger
Chuck Tomasi Sr Developer Advocate
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This presentation may contain “forward-looking” statements that are based on our beliefs and
assumptions and on information currently available to us only as of the date of this presentation.
Forward-looking statements involve known and unknown risks, uncertainties, and other factors that
may cause actual results to differ materially from those expected or implied by the forward-looking
statements. Further information on these and other factors that could cause or contribute to such
differences include, but are not limited to, those discussed in the section titled “Risk Factors,” set forth
in our most recent Annual Report on Form 10-K and Quarterly Report on Form 10-Q and in our other
Securities and Exchange Commission filings. We cannot guarantee that we will achieve the plans,
intentions, or expectations disclosed in our forward-looking statements, and you should not place
undue reliance on our forward-looking statements. The information on new products, features, or
functionality is intended to outline our general product direction and should not be relied upon in
making a purchasing decision, is for informational purposes only, and shall not be incorporated into
any contract, and is not a commitment, promise, or legal obligation to deliver any material, code,
or functionality. The development, release, and timing of any features or functionality described
for our products remains at our sole discretion. We undertake no obligation, and do not intend,
to update the forward-looking statements.

© 2023 ServiceNow, Inc. All Rights Reserved. Confidential. 4

Introductions
26 years of ServiceNow experience!
Poll #1
How comfortable do you feel about your understanding of
customizations versus configurations?

© 2023 ServiceNow, Inc. All Rights Reserved. Confidential. 6

Defining Customization vs
Configurations
Let’s look at some examples!
Risks & Rewards of Customization
Break code but make an awesome app
Risks Specific to Upgrades
Reviewing changes
Changing baseline items
Old vs. new recommendation
Pre-2016 Recommendation
Original

Active

© 2023 ServiceNow, Inc. All Rights Reserved. Confidential. 11

Pre-2016 Recommendation
Original Copy

Active Active
Make a copy

© 2023 ServiceNow, Inc. All Rights Reserved. Confidential. 12

Pre-2016 Recommendation
Original Copy

Active Active
De-activate
original

© 2023 ServiceNow, Inc. All Rights Reserved. Confidential. 13

Pre-2016 Recommendation
Original Copy

Active Active
Make your
changes to
the copy

© 2023 ServiceNow, Inc. All Rights Reserved. Confidential. 14

Pre-2016 Recommendation
Upgraded Copy

Active Active
But then… an
upgrade
comes along
to the
original

© 2023 ServiceNow, Inc. All Rights Reserved. Confidential. 15

Pre-2016 Recommendation
Upgraded Copy
You don’t
Active Active
get the
benefits of
the upgrade

© 2023 ServiceNow, Inc. All Rights Reserved. Confidential. 16

Current Recommendation
Original

Active
Modify the
original
(if you must)

© 2023 ServiceNow, Inc. All Rights Reserved. Confidential. 17

Current Recommendation
Original Upgraded

Active Active
Now when
an upgrade
happens,
you get
notified and
have options

© 2023 ServiceNow, Inc. All Rights Reserved. Confidential. 18

Poll #2
• How does your organization manage customization?
– Full governance program
– CAB
– Code Reviews
– Other
– Needs help

© 2023 ServiceNow, Inc. All Rights Reserved. Confidential. 19

Upgrade tools
For faster time to value on the latest release
Upgrade Center

© 2023 ServiceNow, Inc. All Rights Reserved. Confidential. 21

Automated Test Framework

© 2023 ServiceNow, Inc. All Rights Reserved. Confidential. 22

Instance Scan

© 2023 ServiceNow, Inc. All Rights Reserved. Confidential. 23

What if I’m working with an
implementation partner?
How do I manage customization?
Custom Apps
Are they customization?
Poll #3
How confident do you feel now about your understanding of
how to handle customization versus configuration?

© 2023 ServiceNow, Inc. All Rights Reserved. Confidential. 26

Resources
More help on specific topics
Learn more about ATF!

Date Times Time Friendly Title

2-Nov 7:00 AM PST AMS/EMEA Using ATF to streamline your next upgrade

14-Nov 9:00 AM PST AMS/EMEA Using ATF to streamline your next upgrade

17-Nov 8:00 AM IST APAC Using ATF to streamline your next upgrade

© 2023 ServiceNow, Inc. All Rights Reserved. Confidential. 28

Resources
• Configuration or customization? -- Wrong Question
• Manage customizations in your platform
• Partner selection and management
• ATF resources
– Getting started with ATF
– Using ATF Test Generator with Cloud Runner
– Introduction to Test generator
• Upgrades and Releases page

Don’t forget to Register for more Welcome webinars !

© 2023 ServiceNow, Inc. All Rights Reserved. Confidential. 29
Q&A
Don’t be shy!
Accelerate value and further your goals with these
resources
Built on the Now Platform®, ServiceNow Impact
helps you realize value faster across your business
with proactive insights, prescriptive guidance,
tailored training and recommendations, and
ServiceNow premium technical support and tools
Impact Learn more on the Impact Community

Upskill your team by using Learning Credits in Now

Learning to leverage on-demand courses, hands-
on labs and certifications
Training and
Certification Review the Technical Training Guide

Expert Services guides your implementation

with leading practices to accelerate time to
value while reducing risk
Expert Services Check out the solution brief
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Join us at future webinars and 360s

See the schedule

Link will be shared

in today’s chat

© 2023 ServiceNow, Inc. All Rights Reserved. Confidential. 32