Implementing Configuration Management Database in the Age of AI Copilot: A Quantitative Research

Artificial intelligence (AI) features embedded in IT Service Management (ITSM) platforms are applications that use AI to enhance and add robust ITSM capabilities through features like Chatbots, workflows and intelligent reporting. AI-based ITSM systems are destined to change the ways in which the IT service delivery experience, processes, and outcomes are measured. The possibility of using AI Copilot to drive CMDB adoption within several ITIL processes has attracted interest amongst most of the top ITSM platform vendors. Our investigation of the various platform offerings discovered that some major ITSM platform vendors have fully adopted and integrated AI Copilot into their configuration management module offerings while others are still doing things the old way. We outline instances of how enterprises can utilize the CMDB as a driver for digital transformation projects. We also propose CMDB implementation steps and best practices that may be helpful in realizing a successful configuration management process implementation. The paper aims to enhance the available information on CMDB implementation as a core ITIL process in the Age of AI Copilot. This is achieved by providing a comprehensive analysis of existing data and linking CMDB ITSM platform offerings with their AI Copilot integrations where applicable. Additionally, we propose CMDB implementation steps and best practices that can be utilized across many industries while implementing the CMDB.