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The Customization Decision: Do We Really Need a Custom Pattern?

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In this lesson, you will learn:

  • The cost of a custom pattern
  • The questions to ask first
  • SNWR’s decision for the archiver

🔁 Quick look back: Last time: Reviewing the Commands a Pattern Runs. You learned how to review pattern commands against the privilege matrix.

1 The Problem: Custom Patterns Are Easy to Start and Hard to Maintain

Building a pattern takes days. Keeping it working takes years:

  • Every app update can break it.
  • Someone at the client must understand it.
  • It isn’t updated by ServiceNow.

🎯 The problem: Custom patterns are easy to start and hard to maintain.

👉 The fix: Ask whether it’s really needed before building anything.

Table of decision questions.
Figure 1. Questions before building a custom pattern.

2 Questions to ask

  1. Does current ServiceNow content already cover it?
  2. Does anyone actually need this CI?
  3. Would a simple manual CI be enough?
  4. Who will maintain the pattern after you leave?

3 The cost

  • Build and test time.
  • Retesting after every app or content update.
  • Skills at the client to maintain it.

⭐ Remember: Customization is the last option, not the first.

4 Project Clear View: How We Implemented It

📍 Situation: The archiver has no ServiceNow pattern.

🧭 Decision: Ask the four questions with Hana and Arjun before building.

🛠️ Steps we took:

  1. Checked current content: nothing covers it.
  2. Arjun confirmed the Service Desk needs it for email incidents.
  3. Agreed a manual CI would go stale.
  4. Hana agreed her team will maintain it after training.

✅ What we verified:

  • All four questions have written answers.
  • Hana approved building it (DD-D06).

📁 Evidence: The decision note, attached to DD-D06.

5 Quick recap

  • Custom patterns cost time now and effort later.
  • Check content, need, manual option and maintenance first.
  • Customization is the last option.
  • Get the client to own the maintenance.

6 Check yourself

Think of your answer first. Then tap to check.

1 Name two costs of a custom pattern. Show answer

Any two of: build and test time, retesting after updates, skills to maintain it.

2 Why not use a manual CI for the archiver? Show answer

It changes with updates, so a manual CI would go stale.

3 Who maintains the archiver pattern after go-live? Show answer

Hana’s team.

Nice work! SNWR decided with open eyes. 🎉
Next up: Checking Current ServiceNow Pattern Content First

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