ServiceNow provides powerful out-of-the-box (OOTB) applications designed to meet common business needs. However, many organisations find that these standard applications do not always align perfectly with their unique workflows, integration needs, or scalability requirements. As a result, organisations choose to build custom applications using ServiceNow App Engine and custom application scopes, which are part of the Creator Workflow suite of products. This article explores the key reasons behind this preference and the benefits of custom development on the ServiceNow platform.