Organizations using ServiceNow often require integrations with other platforms, such as Microsoft SharePoint Online or a legacy on-premise version. When faced with this need, decision-makers typically consider two options:
- Hiring a developer to build a custom-coded solution
- Implementing a Commercial Off-the-Shelf (COTS) solution (if one exists)
While custom development may seem appealing due to its tailored approach, it often introduces more challenges than benefits. In contrast, COTS solutions provide a faster, more reliable, and cost-effective approach to integrating ServiceNow with other products. Let’s break down why COTS solutions are the smarter choice.
1. Faster Implementation & Time-to-Value
COTS Solutions: Pre-Built & Ready to Deploy
- COTS products built by ServiceNow certified partners from the ServiceNow Store are designed specifically for ServiceNow, meaning they are pre-configured, tested, and optimized for seamless integration.
- Deployment can often be completed within days or weeks, depending on complexity, rather than months.
- They come with pre-built workflows, UI elements, and automation, requiring minimal setup.
Custom Code: Lengthy Development & Testing
- A developer must analyze requirements, design, build, test, and deploy the custom solution—this process can take months or even years.
- Debugging and quality assurance take additional time, leading to project delays.
- Changes to ServiceNow or the integrated system may break the custom code, requiring constant updates.
Winner: COTS Solutions – Immediate deployment and faster ROI.
2. Lower Total Cost of Ownership (TCO)
COTS Solutions: Predictable & Cost-Effective
- Fixed straight-forward pricing models (one-time license, subscription, or per-user fees) make budgeting easier.
- The cost of ongoing support, updates, and enhancements is usually included in the package.
- No need to hire dedicated developers, reducing long-term personnel costs.
Custom Code: Expensive & Unpredictable
- Requires hiring a ServiceNow developer or consultant, which can cost an estimated $100K+ per year for full-time employees or $200+/hour for contractors. However, many human resource professionals have found out that in today’s market ServiceNow talent is in such high demand that the costs in some parts of the country are much higher or almost double.
- Ongoing maintenance costs can skyrocket when ServiceNow updates cause compatibility issues.
- Scalability issues often arise, requiring additional development efforts.
Winner: COTS Solutions – Lower upfront and long-term costs.
3. Reliability, Security & Compliance
COTS Solutions: Vendor-Supported & Secure
- COTS products are built by ServiceNow-certified developers who follow strict best practices.
- Regular security patches and compliance updates ensure adherence to standards like GDPR, HIPAA, and ISO 27001.
- Extensive testing and quality assurance reduce the risk of system failures.
Custom Code: High Risk & Maintenance Burden
- Security vulnerabilities can emerge if the code is not built following ServiceNow’s security best practices.
- Custom integrations are not continuously tested against new ServiceNow versions, leading to potential failures after upgrades.
- Developers must manually fix security issues and rewrite code to remain compliant.
Winner: COTS Solutions – Certified, vendor-supported, and secure.
4. Ongoing Support & Future-Proofing
COTS Solutions: Dedicated Support
- Comes with ongoing support, troubleshooting, and maintenance from a dedicated product team.
- Regular feature updates and enhancements based on industry best practices.
- Fully compatible with ServiceNow’s upgrade cycles, ensuring seamless performance.
Custom Code: You’re on Your Own
- No vendor support—if the developer leaves, knowledge is lost.
- Every ServiceNow update requires a retest and potential rewrite of custom code.
- New feature requests require additional development time and budget.
Winner: COTS Solutions – Hassle-free maintenance and long-term reliability.
5. Seamless Scalability & Extensibility
COTS Solutions: Built to Scale
- Designed for enterprise environments, ensuring scalability without performance issues.
- Easily integrates with additional ServiceNow modules and external applications.
- Many COTS solutions offer configurable options to meet evolving business needs.
Custom Code: Hard to Scale & Modify
- Adding new features or extending functionality requires significant additional development work.
- Scaling often leads to code complexity, making it harder to manage over time.
- Poorly designed custom integrations can create performance bottlenecks.
Winner: COTS Solutions – Designed for scalability and easy expansion.
Conclusion: COTS Solutions Are the Smarter Investment
While custom development may seem like a flexible option, it often results in higher costs, longer deployment times, and ongoing maintenance challenges. COTS solutions like DocIntegrator by DTechApps offer a faster, more cost-effective, and reliable way to enhance ServiceNow functionality without the risks associated with custom coding.
Why Choose a COTS Solution Over Custom Code?
- Rapid deployment – Get up and running quickly with pre-built integrations.
- Lower costs – No expensive developers or ongoing maintenance headaches.
- Secure & compliant – Built-in security and compliance updates.
- Fully supported – Continuous vendor updates and assistance.
- Scalable & future-proof – Designed to grow with your business.
