Managing Change and Configuration at Scale in IT Service Management (ITSM) Platforms
DOI:
https://doi.org/10.15680/IJCTECE.2025.0806037Keywords:
IT Service Management (ITSM), Change Management, Configuration Management Database (CMDB), Automation, Platform Scalability, ITIL Framework, Enterprise IT OperationsAbstract
Enterprises with large operations conduct Information Technology (IT) services on a hybrid cloud and distributed infrastructure, and thus, poor change control and quality configuration information rapidly become outages, rework, and audit gaps. The paper addresses the style in which Information Technology Infrastructure Library (ITIL)-aligned practices, Configuration Management Database (CMDB) design, automation, and scale selections on IT Service Management (ITSM) platforms deal with change and configuration. A CMDB is a relational store where configuration items (CIs) are stored, dependencies, and is anticipated to encompass more than devices and software to include applications, documentation, people, and processes, as well as providers. At scale, such dependencies cross between teams and tools, and this is what motivates governance controls such as configuration control boards that approve, verify, and control CMDB-related changes. Configuration management has also been positioned as a basis of ensuring consistency and facilitating a security posture throughout the Information and Communication Technology (ICT) lifecycle, which increases the stakes of CMDB accuracy and traceability. The report aims to achieve five objectives: defining the nature of large-scale change challenges, comparing CMDB models in practice, assessing automation and monitoring of change processes, analyzing platform scaling limitations, and providing a case study to integrate governance, CMDB strategy, and automation into a single working pattern
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