If a customer does not like the way reconciliation runs or calculates compliance, it is okay to modify the scripts includes, business rules and other…

The statement is false. Modifying the core logic of the ServiceNow Software Asset Management (SAM) reconciliation engine, which includes its script includes, business rules, and other logic, is a violation of ServiceNow best practices. The reconciliation engine is intentionally designed as a non-customizable "black box." This design ensures the integrity, accuracy, and audit-readiness of the compliance calculations. Direct modifications can lead to inaccurate licensing results, will be overwritten or skipped during platform upgrades causing technical debt, and will render the instance unsupported by ServiceNow for any issues related to the customized reconciliation process.

The "True" option is incorrect because it advocates for a practice that introduces significant risk to the platform's stability, upgradeability, and the core function of the SAM application. While the ServiceNow platform is highly configurable, the certified logic within the SAM reconciliation engine is not intended to be altered. Business requirements should be met through supported configuration options, not by changing the fundamental calculation scripts.

1. ServiceNow Product Documentation: The official documentation describes the reconciliation process in detail but provides no mechanism or recommendation for altering its core scripts. The process is presented as a fixed, reliable engine. The documentation states, "Software reconciliation runs automatically on a scheduled basis to calculate a publisher's compliance position." The lack of any developer guidance on modifying the engine's scripts underscores its intended "black box" nature.

Source: ServiceNow Product Documentation, Quebec Release, "Software reconciliation". (Note: This principle is consistent across all modern releases).

2. ServiceNow Now Learning Courseware: The "Software Asset Management (SAM) Professional Fundamentals" course explicitly teaches that the SAM reconciliation engine is a "black box" and must not be modified. This is a foundational concept for certified implementers. The course materials emphasize that customization can invalidate the results and cause support and upgrade issues.

Source: ServiceNow Now Learning, Software Asset Management (SAM) Professional Fundamentals, Module: "Software Reconciliation".

3. ServiceNow Developer Documentation (Best Practices): General platform best practices strongly advise against modifying baseline (out-of-the-box) application artifacts. The guidance is to use configuration options, scoped applications, and designated extension points rather than altering the original code. This principle applies directly to the protected logic within the SAM application.

Source: ServiceNow Developer Portal, Technical Best Practices, Section: "Avoid changing baseline artifacts".