The Benefit and Cost Factors of CMDB Implementations: An Investigation of three Organizations in Taiwan

With the rapid rise of e-commerce, the implementation of IT service management (ITSM) has become one of the most critical issues facing modern enterprises. Configuration management database (CMDB) is the core of whole ITSM system by providing information to support all ITSM processes. Therefore, sound ITSM depends on a well-built CMDB. But, in practice, many CMDB projects have suffered from poor planning, deficient operation, inadequate maintenance, which seriously hinder the effectiveness of ITSM. Understanding the benefits and cost factors of CMDB can help in not only reaching cost justifications but can also provide helpful guidance for CMDB design. However, there is no research, which systematically examines these factors. This paper presents the results of a comprehensive literature review of cost and benefit factors for implementing CMDBs. Moreover, case studies on three organizations were performed to find how enterprises realize these factors. The outcome of this study is expected to provide a good reference for enterprises to plan a CMDB. Finally, the implications based on the findings are given for the management of CMDB implementation.