Abstract:

Several industries still struggle to decide which Configuration Management Database (CMDB) tool to implement when it comes to IT service delivery centralized via a robust IT Service Management (ITSM) system. The aim of this work is to compare the different cloud SaaS based CMDB process ITSM tools available in the market and provide a comprehensive use case based on a case study within three companies across media, mortgage and banking industries. With the benefits of IT Infrastructure Library (ITIL) based ITSM systems implementations widely known to include lower cost of IT operations, minimal service outages, efficient analysis of IT problems to reduce incidents, and risk-free implementations of IT changes. It is beneficial to have a predictable criterion that can be used to compare CMDB tools across the different SaaS ITSM systems available in the market. To address the gap in selecting a suitable tool to implement for CMDB based ITSM tool, this research is focused on designing a model that could be used to compare several ITIL processes and their dependencies on the CMDB process within the same tool while taking into account the best practices of ITIL V3.