Abstract:

With most research regarding the adoption of Configuration Management Database (CMDB) Information Technology Service Management (ITSM) process focusing on private industries, there is a need for a study of CMDB adoption in NJ Community Colleges. CMDB is a robust tool that ensures an organization implements a single source of truth database for IT Service Delivery. The focus of this study is the CMDB process adoption in ITSM implementations in NJ Community Colleges. We introduce a history of CMDB process, its connection to ITIL framework and the value CMDB adds to IT Service Management as the single source of truth database in IT Service Delivery across many organizations.   

The study results illustrate some of the CMDB adoption challenges as ITIL training, ITSM deployments in the cloud enabling ease of use, management support, CMDB complexity and the variety of available ITSM solutions.