Clearing the Undeployed Backlog in ServiceNow: A Buy vs. Build approach

Ralf Paschen

ServiceNow is a powerful development platform that helps organizations deliver more applications faster, manage their workflows, automate their processes, and streamline their operations. However, one of the common problems that users face is the undeployed backlog, which can cause delays, errors, and frustration.

In this blog, we will explore the problem of undeployed backlogs on the ServiceNow platform, its impact on organizations, and potential ways to solve it.

What is an undeployed backlog on the ServiceNow platform?

An undeployed backlog is a collection of updates, changes, and enhancements that have been developed but have not been deployed to the ServiceNow platform. This backlog can accumulate over time, especially when there is a lack of communication, coordination, or testing among the teams responsible for developing, testing, and deploying changes.

An undeployed backlog can cause several problems for organizations, including:

  1. Delays: When updates and changes are not deployed promptly, it can cause delays in the workflow, which can impact the organization’s productivity, efficiency, and customer satisfaction.
  2. Errors: Undeployed changes can cause errors, conflicts, or inconsistencies with existing functionalities, which can affect the quality and reliability of the platform.
  3. Frustration: Employees who rely on the ServiceNow platform to perform their tasks may become frustrated and demotivated when they encounter issues or delays due to undeployed changes.

How to solve the problem of undeployed backlogs on the ServiceNow platform?

The typical approach would be to streamline communication, optimize coordination, faster testing, set up automation, and do better training.

Nothing wrong with this approach, but did you see the empty room above this post? Is it possible to have empty war rooms with no pre-release, release, or post-release dates after you implemented all of the above?

Let us say there is another approach to building a DevOps toolchain where everything runs automated and integrated. The question would be is this natively build on the ServiceNow platform or is ServiceNow just another tool to integrate? I guess the last but I left this question with you.

Besides the fact that you can partially build this with DevOps tools on the market it is still a build solution. We would all agree with this.

Another fact that comes to play. The build approach is a very expensive approach to drive business outcomes with the ServiceNow platform and it takes time and is not under maintenance. You definitely need more people outside of the ServiceNow community to operate this build solution.

What about a Buy approach?

That would solve the problem of how to get out of the undeployed backlog problem and it gets rid of the build approach. The Buy approach would solve the problem of time issues and pressure to deliver business outcomes.


Undeployed backlogs can cause several problems for organizations that rely on the ServiceNow platform. However, with a Buy vs. Build approach you can solve that problems and changes are deployed promptly and efficiently, minimizing errors, delays, and frustration. You can get out of war rooms and use a tool that is purpose-built and native to ServiceNow. Organizations can leverage the full potential of the ServiceNow platform and achieve their business goals.

Check out our Buy approach on xtype.

Photo by Derrick Treadwell on Unsplash

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