Date of Award

Fall 12-1-2025

Document Type

Dissertation

Degree Name

Doctor of Philosophy in Technology Management

Department

College of Technology

First Advisor

Xiaolong Li

Second Advisor

Alister McLeod

Third Advisor

Musibau A. Shofoluwe

Abstract

This study examines the adoption of Configuration Management Databases (CMDBs) in IT Service Management (ITSM) implementations within New Jersey (NJ) community colleges. Despite the well-documented benefits of CMDBs—such as faster issue resolution, improved compliance, and greater visibility across IT infrastructures—implementation success rates remain low. As technology continues to enhance production capabilities and expand access to information, the need for centralized configuration visibility has become critical. A CMDB provides a single system of record for IT assets and services, helping organizations manage outages, assess changes, maintain compliance, and improve asset tracking. This research used an online survey to collect data from IT professionals across 18 NJ community colleges. Data was analyzed using descriptive and inferential statistical methods with IBM SPSS Statistics and Microsoft Excel to identify patterns, relationships, and factors influencing CMDB adoption The findings revealed a low CMDB adoption across all the 18 colleges. However, participants with Information Technology Infrastructure Library (ITIL) knowledge reported greater success with configuration management processes. Given the limited existing research on CMDB adoption in both academia and industry, this study addresses a significant knowledge gap. It proposes various implementation tools and approaches to improve CMDB project success rates. It also offers a comprehensive discussion of use cases, identifies solutions to key adoption challenges, and suggests best practices and techniques for maintaining CMDB data quality applicable across industries.

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