When is ServiceNow IRM Customization the right call?

This episode explores how to differentiate between genuine system gaps and knowledge gaps that lead to unnecessary customizations. The discussion emphasizes the importance of understanding customer needs, the risks of customizing baselines, and strategic approaches to IRM implementation within ServiceNow.Main Topics Covered:Recognizing whether a change request addresses a real gap or a knowledge gapThe importance of discovery processes before customizationWhen customization is appropriate versus when best practices should be followedRisks associated with customizing baseline features and how to mitigate themThe significance of understanding the platform's out-of-the-box capabilitiesStrategies for guiding clients towards realistic expectations and minimizing technical debtIn this episode:How to identify signals indicating a knowledge gap versus a build need (1:39, 2:07, 4:02)The role of discovery and understanding client processes before making recommendations (5:53, 6:21)Examples of justifiable customizations in IRM, like attestations or risk management processes (9:18, 10:08, 11:02)The importance of not touching baseline code and proper documentation practices (20:47, 21:16)Balancing client demands with platform limitations and avoiding technical debt (16:06, 17:25)