Configuration Management - Roles and Responsibilities?

[David107]

We are in the process of restructuring our CMDB and attempting to better align ourselves with the ServiceNow 'Services" model and are struggling a little bit in wrapping our heads around what might be best practice for roles and responsibilities within that model. I know the process and roles need to fit the organization, but does anyone have any information they're willing to share?

Here's what we've come up with so far:

Service Owner - responsible for the a service as a whole. Works with the owners of the different components that comprise their service.

Class Owner - responsible for a parent class within the CMDB (ex. servers). Typically a senior leader setting organizational direction.

Sub-class Owner - when applicable, responsible for a sub-class (ex. Windows servers). Typically they will report to the Class Owner

CI Owner - responsible for individual CI's and their related data in the CMDB

Application Owner - responsible for an individual application that supports a service. Works with the individual CI owners that support their application 

[David107 · Accepted solution]

I found my answer here