Configuration Vs Customization In ServiceNow

Configuration versus Customization

Configuration:

In ServiceNow one requirement can be done in multiple way so it is important to choose the best solution without hampering the performance. These changes/solutions can be done through configuration and customization.

Configuration uses the ServiceNow interface to set up rules, conditions, and other configurations, like global system properties and filters. This is often made by using a series of drop-down lists.

Example: we can see filter conditions and the values to set based on the filter. This configuration example uses no code and is preferable to customization. This type of filtering is seen across the ServiceNow platform.

Customisation:  

If things is not possible via configuration on that case we can go for customization.

A customization might be to write a script to add a date validation on a field and show a message or clear the field if an incorrect value is entered. Custom scripts are to be managed by the creator, as ServiceNow is not responsible for the code. Therefore, if you start to move into the customization route, make sure you know what you are doing.