Final answer:
ServiceNow supports customization, but it is not encouraged to extensively customize ITSM processes. The best approach is to configure the platform using out-of-the-box workflows aligned with industry best practices to avoid future complexities.
Step-by-step explanation:
ServiceNow is a cloud-based platform designed to manage digital workflows for enterprise operations, and while it is highly customizable, it is generally not recommended to over-customize IT Service Management (ITSM) processes. The correct answer is B. False
Customizing ITSM processes can lead to complexities and difficulties in upgrading the platform. ServiceNow provides out-of-the-box (OOTB) workflows that are designed to align with industry best practices, such as ITIL (Information Technology Infrastructure Library). Instead of extensive customizations, organizations should aim to adopt these best practices and configure rather than customize the platform whenever possible. This ensures that they can take advantage of ServiceNow's regular updates and feature enhancements without incurring additional costs and effort that heavy customizations might demand.