The following is a summary of the Configuration vs Customization: Which Is It? session that I presented at Knowledge 19. The Official Guidance (Slide 1) Intro “We don’t want any customization.” It’s one of the first things I hear on almost any project. We all know and have been taught that we should avoid ServiceNow customization. The ideal is a purely configured instance. But by day 3 or 4, “maybe just this one customization”.