ITIL CMDB is a term you're likely to hear more than once if you're involved in the world of IT Asset Management (ITAM). Although its implementation promises great benefits, industry statistics indicate that only 25% of organizations derive significant value from their CMDB investments.
So, to better understand this figure and the importance of a well-managed CMDB, it’s essential to have a clear definition of the term and the two concepts that comprise it: ITIL and Configuration Management Database (CMDB).
In this article, we’ll explore what an ITIL CMDB is, how it’s designed, its real importance, and why many companies choose to create an ITIL-aligned CMDB. We’ll also share the case of Smartmatic, a company that decided to build CMDBs following ITIL guidelines and the results it achieved along the way.
Ready? Let’s go!
What is an ITIL CMDB?
An ITIL CMDB is a Configuration Management Database created under ITIL guidelines. You might wonder: Is it necessary to follow ITIL considerations to build a CMDB? Not necessarily. But it can be a good idea for several reasons.
ITIL is one of the most recognized and widely used frameworks in IT Service Management (ITSM) worldwide. The set of best practices it has defined and outlined over the years helps organizations deliver and manage services efficiently. In short, they know what they're talking about, which undoubtedly serves as a solid starting point and a guarantee.
In fact, the term CMDB was first introduced and popularized by ITIL, specifically in ITIL V2. Without ITIL, the concept of a CMDB as we know it today would not exist. While ITIL didn’t invent the idea of managing configuration data, it provided a structured and widely adopted framework, along with the specific term CMDB.
ITIL CMDB definitions
Before explaining how an ITIL CMDB is created and why it’s important, I’ll list three concepts that are essential to remember when discussing a Configuration Management Database — all, of course, from the ITIL perspective:
- Configuration Management Database (CMDB): A database used to store configuration records throughout their lifecycle. The CMDB also maintains the relationships between configuration records.
- Configuration Item (CI): Any component that needs to be managed in order to deliver an IT service.
- Configuration record (CR): A record containing the details of a Configuration Item (CI). Each configuration record documents the lifecycle of a single CI. Configuration records are stored in a Configuration Management Database.
- Service Configuration Management (SCM): The practice of ensuring that accurate and reliable information about the configuration of services, and the Configuration Items that support them, is available when and where needed.
Which organizations should pursue an ITIL CMDB?
As we mentioned earlier, it’s not strictly necessary to follow ITIL guidelines to build a CMDB. However, certain organizations have compelling reasons to take this path. Let’s explore their most common reasons:
#1: Compliance requirements and ITIL alignment
Some companies are required to align with ITIL frameworks to meet regulatory or compliance standards. This often applies to sectors like finance, healthcare, or government, where precise IT controls and accountability are crucial.
By implementing an ITIL-aligned CMDB, these organizations ensure that they not only have a clear structure for managing CIs but also meet industry standards that may be demanded by law or regulatory bodies.
#2: Strategic advantages of an ITIL CMDB
For other companies, the decision to adopt an ITIL CMDB may be driven by strategic advantages. Following ITIL guidelines helps organizations standardize processes, improve service delivery, and optimize Change Management.
This structure enables them to track dependencies, foresee potential impacts, and respond more effectively to incidents and changes, all while maintaining service continuity.
#3: Enhanced auditability and Risk Management
Additionally, an ITIL-based CMDB enhances the organization’s ability to conduct audits, as it provides a structured and well-documented overview of the IT infrastructure.
In highly regulated industries, this can make audits smoother and provide a clear path for risk management. By adopting an ITIL CMDB, organizations can demonstrate adherence to best practices and reduce the likelihood of compliance-related issues.
Smartmatic's implementation of an ITIL-aligned CMDB
Smartmatic, a global leader in electoral process management, faced challenges with multiple internal ITSM tools that led to high costs and inefficient workflows. To address these issues, the company adopted InvGate's integrated solution, implementing both InvGate Service Management and InvGate Asset Management.
This strategic move enabled Smartmatic to centralize its inventory and asset data into an ITIL-compliant CMDB. By creating 14 distinct CMDB diagrams, Smartmatic effectively mapped its IT infrastructure, leading to optimized processes and enhanced access to key performance indicators.
This transformation not only streamlined operations but also aligned the organization's IT services with industry best practices, demonstrating the tangible benefits of an ITIL-aligned CMDB.
The ITIL Service Configuration Management practice and the CMDB
As we saw in the definitions in the previous section, one of the key concepts for understanding how to create an ITIL CMDB is the practice of Service Configuration Management.
The main objective of this practice is to provide an organization with useful information for the proper execution of its services. It collects and manages information on the resources used by an organization (whether owned or supplied by a third party), which include hardware, software, networks, buildings, people, suppliers, products, services, and documentation. The resources within the scope of this practice are known as CIs.
The important aspect of this definition is that the SCM practice is focused on resources essential for Product Management and Service Management.
How do we get from SCM to CMDB?
The link between these two concepts exists, and you only need to follow the path described by ITIL to understand it in depth. SCM organizes and gathers information about CIs and their relationships within the IT infrastructure. This process is essential because, once centralized and structured, this information becomes accessible and useful for different departments across the organization.
The configuration data collected by SCM is stored in a structured and accessible database known as the CMDB. Additionally, within the ITIL context, an even broader system can be implemented: the Configuration Management System (CMS), which integrates the CMDB along with other tools and databases to provide a comprehensive, centralized view of the entire IT infrastructure.
5 best practices to build an ITIL CMDB
It’s very unlikely you’ll find any official best practices on how to build an ITIL CMDB. However, we can extract a series of considerations provided within the ITIL framework, organize them, and explain them.
Every organization is different and has unique needs. Therefore, these suggestions might not apply directly to your specific situation. Nonetheless, they’re a good starting point. Here are our 5 best practices for building an ITIL CMDB:
#1: Define the scope and relevance of CIs
Only include Configuration Items that are necessary for the delivery and management of services. It's important to distinguish between CIs and IT assets: CIs are components that directly support IT services and are managed throughout their lifecycle for utility and warranty purposes, while IT assets are primarily financial components valuable to the organization but not necessarily tied to service utility.
Establishing this distinction helps focus on items critical to service management, filtering out unnecessary information.
#2: Implement a CI lifecycle model
A CI lifecycle model is a comprehensive set of rules, policies, and guidelines for managing CI records from creation through deletion. This model covers stages such as identification, maintenance, verification, and retirement, which ensures CI data accuracy, reliability, and security in the CMDB.
By defining a lifecycle, organizations can standardize processes, helping stakeholders track CIs consistently and make better-informed decisions based on the current and accurate status of CIs.
#3: Automate data collection and verification
Use automation tools for discovery, data cleanup, and ongoing verification to build and maintain the CMDB. Automation reduces manual data entry, improves accuracy, and keeps records up-to-date, allowing the CMDB to reflect the organization’s real-time configuration landscape.
As expert Allen Dixon says in episode 62 of Ticket Volume - IT Podcast: “A good CMDB isn’t static; it needs to rediscover, revalidate, and recapture data consistently. Manual methods are obsolete — automation is the only way to keep up with today’s dynamic IT environments."
#4: Maintain CI relationships and dependencies
Establish and document relationships between CIs, including dependencies, communication pathways, and parent-child structures. Properly mapping these relationships allows for effective impact analysis, incident diagnosis, and change planning, ensuring a thorough understanding of interdependencies.
This practice also improves Risk Management and helps predict the ripple effects of changes across the configuration ecosystem, supporting both proactive and reactive IT operations.
#5: Integrate with other ITSM practices
To optimize Service Management, the CMDB should be closely integrated with other ITSM practices, such as Incident Management, Change Enablement, and IT Asset Management.
This integration enables seamless data sharing, facilitating a shared understanding and smoother workflows across the Service Management landscape. For example, change managers can use CMDB data to assess the impact of proposed changes, while incident managers can leverage CI relationships to identify potential root causes. This interconnected approach aligns different IT functions, providing a single source of truth that enhances the consistency and reliability of service operations.
Conclusion
Wrapping up, building an ITIL CMDB requires a strategic approach focused on relevance, Lifecycle Management, and robust integration.
By clearly defining which CIs to include and distinguishing them from simple assets, you’re setting a solid foundation that ensures the database contains only the most critical components for service delivery. Lifecycle management then takes over, creating a clear path from each CI’s creation to retirement, ensuring accuracy and consistency across the board. This structure not only keeps the CMDB organized but also empowers stakeholders to make informed decisions.
Moreover, automation and integration are key to keeping the CMDB dynamic and valuable in today’s fast-paced IT environments. When done right, an ITIL CMDB not only supports efficient Incident Management and Change Enablement but also serves as a comprehensive, reliable resource that drives better service outcomes and long-term IT strategy alignment.
Frequently Asked Questions
What is CMDB as per ITIL?
In the ITIL framework, a Configuration Management Database (CMDB) is a repository that stores information about all the components of an information system, known as Configuration Items (CIs).
What is the difference between ITSM and CMDB?
While ITSM encompasses the broader strategy and operations of IT services, a CMDB provides the detailed information necessary to manage and support these services effectively.
What is the difference between CMS and CMDB in ITIL?
In ITIL, a Configuration Management System (CMS) is a set of tools and databases used to manage an organization's configuration data. A CMDB is a component of the CMS that specifically stores information about CIs and their relationships. The CMS may include multiple CMDBs and integrates with other data sources to provide a comprehensive view of the IT infrastructure, supporting decision-making and service management processes.
