Often, businesses have some specific idea for an app that meets their organizational needs. But it usually doesn’t materialize due to several constraints.
For a start, application development is a very technical task that can be overwhelming for non-tech businesses. Then it takes a lot of time and money to develop a well-performing app. However, that doesn’t mean it’s impossible.
ServiceNow ITSM lets you create custom apps for your unique business requirements using its Now Platform. It is a robust cloud-based platform that enables organizations to automate workflows, manage enterprise services, and build custom applications with minimal effort.
The Now Platform includes capabilities such as low-code/no-code development, pro-code scripting, integration with third-party systems, and AI-driven automation.
In this article, we’ll explain the benefits of custom ServiceNow apps, how to create one, and when you should consider custom app development.
What is ServiceNow application development?
Despite its extensive built-in modules, organizations often require custom solutions to address unique business challenges that standard ServiceNow applications might not fully cover. Custom applications in ServiceNow help businesses by:
- Automating complex workflows beyond ITSM.
- Creating industry-specific solutions.
- Enhancing user experience with personalized dashboards, UI customizations, and role-based access control.
- Extending ServiceNow’s capabilities by integrating external APIs, databases, and enterprise systems.
Understanding the Now Platform
The Now Platform is a versatile, powerful, and cloud-based solution to boost your business productivity. It can digitize, automate, and optimize workflows across business functions. Plus, it is designed for both technical and non-technical users to create apps with a unified architecture.
ServiceNow offers several tools on the Now Platform based on a subscription model. These tools are easy-to-use and allow faster development, such as:
- App Engine Studio: Low-code visual app development IDE
- Flow Designer: Visual workflow automation tool
- UI Builder: Drag-and-drop tool for custom UI and Workspaces
- Integration Hub: API and connector framework
- Virtual Agent: Agentic AI tool to create intelligent chatbots
- Service Portal: Customer-facing web portal builder
- Studio IDE: Full developer environment
Technical advantages of building custom applications
Building effective ServiceNow applications can replace many redundant and outdated business processes. These technical advantages will also result in better productivity and user experience.
- Unified development environment – ServiceNow Studio provides a centralized interface for designing tables, workflows, scripts, and UI components.
- Data-driven architecture – The platform is based on a relational database with built-in ACL security and role-based access control (RBAC).
- Extensive scripting capabilities – Leverage Server-side (Glide API), Client-side (JavaScript), and Background Scripts to implement complex business logic.
- Powerful workflow automation – Use Flow Designer, Business Rules, and Scheduled Jobs to automate enterprise processes.
- Integration flexibility – ServiceNow’s IntegrationHub and REST/SOAP APIs enable seamless connectivity with external systems.
Stepwise guide to develop custom ServiceNow apps
Now, let’s explore the step-by-step process of building a custom ServiceNow application, from designing data models to deploying scalable and maintainable solutions.
Step 1: Define the application’s scope and data model
Before development begins, define the key entities, relationships, and workflows required for the application. For example, if building a Custom Vendor Management System, identify the following:
- Tables and Fields:
- vendor (Stores vendor details like name, contact info, status)
- vendor_contracts (Manages contracts, renewal dates, compliance status)
- vendor_approvals (Tracks approval stages and approvers)
- User Roles:
- Vendor Manager – Can approve/reject vendors
- Compliance Officer – Reviews contracts and compliance status
- System Admin – Manages configurations and integrations
- Workflows:
- Vendor submission → Approval process → Compliance check → Contract onboarding
Step 2: Create and configure custom tables
Navigate to System Definition > Tables and create custom tables with the necessary fields. Define relationships between tables using Reference Fields and Dictionary Overrides.
Step 3: Design user interface components
Use ServiceNow Studio to build:
- Forms: Create dynamic forms with UI Policies to show/hide fields based on user actions.
- Dashboards: Develop interactive dashboards using Performance Analytics and Widgets.
- Custom Portals: Leverage Service Portal Designer to create a self-service experience for end users.
Step 4: Implement business logic with scripting
For complex functionality, utilize ServiceNow’s scripting capabilities:
- Business Rules: Automate backend logic when records are inserted, updated, or deleted.
- Script Includes: Write reusable server-side JavaScript functions.
- Client Scripts: Implement dynamic UI behaviors (e.g., field validations, auto-filling values).
- Scheduled Jobs: Automate background processes such as periodic compliance checks.
Step 5: Configure workflow automation
Use Flow Designer to automate approval workflows, contract renewals, and vendor evaluations.
- Trigger-based Actions: Define when flows should run (e.g., record insert, update, scheduled job).
- Integration Steps: Connect to external systems using IntegrationHub connectors.
- Approval Chains: Configure multi-step approval processes with conditional routing.
Step 6: Enable API integrations
Use ServiceNow’s REST API Explorer to expose the application’s data and consume third-party services:
- Outbound API Calls: Connect to Jira, SAP, DocuSign via REST API.
- Inbound API Calls: Allow external applications to fetch or update data using OAuth authentication.
- IntegrationHub Connectors: Streamline integrations without extensive scripting.
Step 7: Implement security and access controls
Ensure proper role-based access control (RBAC):
- Access Control Rules (ACLs): Restrict read/write permissions at the table and field level.
- Scoped Applications: Encapsulate the application to prevent unauthorized modifications.
- Encrypted Fields: Store sensitive vendor contract data securely.
Step 8: Test and deploy the application
- Unit Testing: Use the Automated Test Framework (ATF) to validate core functionalities.
- User Acceptance Testing (UAT): Conduct real-world scenario testing.
- Performance Optimization: Monitor queries using the Performance Analytics module.
- Production Deployment: Move from Development → Test → Production environments using Update Sets.
When to build a custom ServiceNow app?
Custom ServiceNow application development is ideal when off-the-shelf options don’t meet your requirements. For example, if you work in a technical industry with specialized workflows, creating custom ServiceNow apps is the best course of action.
Apart from this, here are some real-world situations when you should consider custom ServiceNow app development:
- You want to automate your manual processes, especially if they are too time-consuming with numerous steps.
- There is a lack of transparency, and you want specific reports about your processes for better insights.
- You have a growing business and want your in-house systems to scale as per your needs.
- Legacy systems remain relevant to your business, and you must integrate them with external or other business systems.
Why use ServiceNow for custom apps
ServiceNow ITSM is a unified platform with low-code/no-code tools that makes it convenient to create custom applications. All of your apps will share the same infrastructure and data model, which will reduce integration workloads.
Furthermore, the Now Platform also allows both your tech and non-tech teams to take part in the development process. This ensures that the actual building of your app has inputs from all stakeholders within your organization.
Conclusion
Developing custom applications in ServiceNow provides organizations with scalable, secure, and automation-driven solutions tailored to their business needs. Custom ServiceNow apps give you the capabilities and flexibility that you can’t avail of with off-the-shelf solutions.
With custom apps, you get uniform data modeling, scripting, workflow automation, and integrations to build enterprise-grade applications that enhance productivity and streamline operations.
If you’re looking for expert assistance in creating custom ServiceNow apps, Xavor can help with its certified ServiceNow services. Our experts identify your exact needs, build a strategic plan, and create custom apps that deliver business value.
Ready to build high-performance apps? Contact us at [email protected] to book a free consultation session.
