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.

[Mike Whalley]

Hey Andrew - did you have any luck in finding the persona descriptions?

[Andrew Barrs]

Hey Mike,

It doesn't look like there is a central description of the persona's.

The response from John Spirko above described some of the persona's (but not all).

The response from Mark Bodman below explains why they haven't outlined the proposed responsibilities of the persona's in the CSDM data model (I am not convinced it is a good reason).

It would be good to understand the expected responsibilities of these roles in relation to the CSDM Data Model. Our organisational roles do not align with the proposed persona's and I need an understanding about what they are expected to do so that I can align the persona's with our team.

However, I am about to look into the video provided by Mark Bodman below - hoping it can shed some light.

[Mark Bodman]

To be clear, CSDM is a data model. It is not our intent within CSDM to define specific roles. 

The personas we provide in CSDM are purely illustrative, pointing out which persona works with the data model in association to the domains and data entities CSDM does document.  I typically use the personas illustrated to help align teams who my not be familiar with each area and the types of people involved. Most operations people will not know what a Business Capability or Information Object is, however most Enterprise Architects will.

To understand specific roles within ServiceNow, refer to our Product Views which provides details on what elements in CSDM are managed / used by each product we sell.   Product Documentation will provide additional detail about roles, access privileges, business logic, automation, and the expected user experiences required for those roles that each products supports.  For some of the personas we mention in CSDM such as Business relationship Manager, we do not sell a product that serves this. However BRM's are rather common and plenty of public information about what they do is available from such as from the BRM Institute here.

Some personas are further explained in deep-dive sessions, such as this Technical Service Deep-dive where Scott and I cover Technical Service types and associated personas.  We explain why there are differences between each of the Technical Services defined in CSDM, as we do have differences in how we manage those details in the CSDM context.

[John Spirko]

Some of this got buried in the Service Portfolio sections.

https://docs.servicenow.com/bundle/rome-it-service-management/page/product/service-portfolio-managem... 

[Andrew Barrs]

Thankyou John, there is some good information in here