One of the most common pieces of advice in the ServiceNow ecosystem is:

“Stick to out-of-the-box (OOB) to avoid technical debt.”

Sounds wise, right? But here’s the reality: OOB isn’t always enough.

And blindly following this mindset can lead to another kind of debt: process compromise.

In my experience building custom apps, scoped applications, and service portals, I’ve seen this play out time and time again:

• OOB workflows force teams to bend their processes, reducing efficiency.

• UI limitations lead to poor user experiences, hurting adoption.

• OOB modules are often too generic to solve specific industry or organizational needs.

The better approach?

Start with OOB – but architect thoughtful customizations when it creates real value.

• Scoped apps can be built with upgrade paths in mind.

• Custom portals can drastically improve engagement.

• Business-aligned solutions often outperform rigid standard implementations.

Customization isn’t the enemy – bad customization is.

When done right, it reduces friction, boosts performance, and accelerates business outcomes.

Let’s stop treating customization like a liability – and start treating it like a strategy.

Curious to hear from others in the field:

Where have you seen smart customizations outperform OOB?