Every ServiceNow customer arrives at the same realization eventually: that “small custom thing” they greenlit two years ago is now blocking the family upgrade. Multiplied across ten such decisions over five years, the platform team has gone from feature delivery to maintenance gridlock.
Customizations aren’t inherently bad. The problem is that each one adds three ongoing costs that nobody priced at the time of approval:
For Mergen platform-health audits, we use a 4-quadrant model:
Most platforms we audit have 20-30% of customizations in the bottom-right quadrant. Removing them typically returns 6-10 weeks of upgrade-testing time per release, plus eliminates a class of regression failures.
Start with usage data. ServiceNow exposes table-level access patterns — if a custom table hasn’t been written to in 90 days, it’s a candidate. If a custom UI policy hasn’t fired in 6 months, the rule it depends on probably isn’t needed. Build a list, route each candidate through a 30-day “if no one screams, we delete” process, and chip away.
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