Enhancing IT cost efficiency : visualizing configuration management data for strategic decision-making

This master’s thesis examined whether visualizing configuration management data can support improved IT cost efficiency in a public-sector organization. Data-driven decision-making is increasingly important in complex organizational environments, yet IT cost structures often remain difficult to interpret due to fragmented systems and limited transparency. Configuration Management Databases (CMDBs) contain extensive information on IT assets and services, but their potential for financial and strategic decision-making has received limited attention in prior research. The aim of this study was to explore how CMDB data visualization can enhance IT cost transparency and support strategic decision-making. The study followed a design science research approach, combining qualitative inquiry with the development of a practical artefact. Semi-structured interviews were conducted with key stakeholders responsible for IT management and financial oversight. The interview data was analyzed using thematic analysis to identify information needs and key performance indicators for IT cost reporting. Based on these findings, a CMDB-based business intelligence dashboard was designed and implemented to visualize IT services, assets, and associated costs across organizational units. The results indicated that existing IT cost reporting lacked transparency and interpretability, particularly at service and organizational levels. The developed dashboard improved visibility into IT cost structures by enabling aggregation, comparison, and drill-down analysis across services, assets, and organizational units. The findings suggest that CMDB-based visualization can support sensemaking, highlight cost drivers, and facilitate more informed budgeting and prioritization discussions. However, the usefulness of analytical reporting was strongly dependent on underlying data quality and governance practices. The study concludes that CMDB data visualization can enable improved IT cost efficiency by enhancing transparency and supporting decision-making, provided that the underlying data is reliable and well governed. Continuous data governance, further development of data models, and the accumulation of historical data were identified as key areas for future development.