Does anyone know where I can find role definitions for the CSDM persona's?

[Andrew Barrs]

When I look at the Common Service Data Model 4.0 there are clear persona titles around the edge of the diagram.

But what differentiates a "Business Relationship Manager" from a "Customer Service Manager" in the Sell / Consume Domain. Similarly, what differentiates a "Technology Service Owner (Infrastructure)" from a "Technology Service Owner (Delivery)" and a "Application Service Owner (Applications & Platform)" in the Manage Technical Services Domain.

I cannot find a definition for these suggested roles and would like to somehow align them with existing roles in our organisation.

Also, I assume that these roles can be maintained within the CMDB using "Owned By" and "Managed By" etc. Has anyone gone down this path and would like to share their experience / warnings.

[Community Alums]

Hi @Andrew Barrs ,

ServiceNow recommends engaging a Business relationship
manager or enterprise architect to define the various business capabilities and business applications.

Sell/Consume is a CSDM Domain
that represents those tables currently utilized by Service
Portfolio Management (SPM) and Customer Service
Management (CSM). Additionally, they represent the
business portfolio of services that may sell/consume
elements of the manage technical services domain. The
sell/consume tables are “operational” thus ARE selectable
for ITSM: Incident, Problem, and Change. Beginning with
New York, service offerings may be requested through the Request Catalog.
Though Service Portfolio Management and Customer Service Management are not required to utilize
the referenced CMDB tables, such capability greatly improves the ability to manage workflows and
report on service-related data. 

Technology Service Owners may own the infrastructure tied to their services or to the delivery
of services where not infrastructure exists. One example of delivery is Managed Service Providers.

Delivery and Infra are two wheels of the same vehicle !! the same/ different technology owners are managing technologies for delivery purpose or may be for Infrastructure.

Refer to this article : https://community.servicenow.com/community?id=community_article&sys_id=b96b84e7db5fd85011762183ca961...

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep

[Andrew Barrs]

Thanks Sandeep.

The CSDM provides definitions for the service taxonomy.

But what are the definitions of all the suggested personas?

If I can get a handle on what CSDM proposes these roles should do, then I can align them with our existing organisational roles.

It is surprising that ServiceNow would not define the persona's they identify and propose in the data model and white paper.

BTW - Your link to version 3.0 has been superseded by version 4.0

[John Spirko]

Andrew,

  This isn't all of them, but I think it's a good start if you scroll down on this link.

https://docs.servicenow.com/bundle/sandiego-it-service-management/page/product/service-portfolio-man...

[Andrew Barrs]

Thanks John,

This is very helpful. I had been looking all over the place for something like that. I will keep looking for the other persona descriptions