This month, I began working with a new client who exercised tight control over any customizations made to their ServiceNow platform. It seems there's a growing trend within the ServiceNow community where users have developed a heightened sensitivity to customization. And while ServiceNow has effectively highlighted the potential pitfalls of tweaking their out-of-the-box (OOB) features, the question remains: is any customization truly that bad? The reality is more nuanced. It’s not about avoiding customization altogether but about making smart, informed decisions that add genuine business value. In this blog, I'll explore the ways we can evaluate customization efforts, ensuring that the modifications we make are both strategic and beneficial. Not all customizations are created equal—some are low-risk changes, while others may align with future ServiceNow updates. Ultimately, establishing a robust governance framework will help manage these customizations without inflating technical debt. Join the conversation and share your experiences as we work to shift the narrative to recognize that not all customizations are detrimental.