• Individual customisations increase maintenance effort and make changes unnecessarily complex
• Technical debt and legacy items make upgrades harder and extend testing and release cycles
• New ServiceNow features cannot be used effectively because the standard is over-customised
• Decommissioning of non-essential customisations
• Iterative return to out-of-the-box standards
• Implementation of modern standard workflows
• Clear decision logic per customisation: Keep / Replace (OOTB) / Remove – incl. dependencies and risk assessment
• Implementation plan in waves so that operations and business teams can transition in a controlled way