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Top 5 new roles created

Most frequently established roles across implementations.

Key Takeaways

  • Configuration Manager is the most commonly established role (~85%), highlighting strong emphasis on centralized CMDB governance and accountability in ServiceNow implementations.
  • CI Class Owner (~75%) and CMDB Process Owner (~65%) are widely introduced, reflecting a structured approach to data ownership and process oversight aligned with CSDM best practices.
  • Analyst and operational roles appear less consistently formalized, suggesting that governance leadership roles are prioritized over expanded operational CMDB staffing models.

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