SPM (ITBM) Roles & Capabilities spreadsheet

[mikereaves]

A few releases ago my manager showed me a ServiceNow spreadsheet of SPM/ITBM roles & capabilities.  It was very detailed, dozens of rows covering all the roles ... more detailed than the typical description of role & function found in https://docs....  This was a spreadsheet with activities and the role required.  It may have come from NowCreate, or some other source of collateral.  

Any help finding this / getting a copy would be greatly appreciated.

Thanks,
Mike Reaves

[Community Alums]

Hi @mikereaves ,

Typical Service Portfolio Management users

A team of people work together to create, manage, and oversee service portfolios. The team can consist of both strategic and operational roles. Team members may participate in more than one role and often share roles with others. Here are the typical roles that use Service Portfolio Management.

Portfolio owner

Strategic role where the person has overall authority and accountability for an entire IT service portfolio, typically at the CIO level. The portfolio owner's goal is to deliver a portfolio that offers value to the organization. There is only one portfolio owner for each portfolio.

Portfolio manager

Operational role involved with overall administrative capabilities over a portfolio. This role creates and edits portfolio records of all types.

Service owner

Strategic role that owns services. Typically this person is at the director-level within IT and has end-to-end accountability for a given service and its offerings through the full life cycle. This person often owns more than one service and may even own a branch of services. Service owners are not heavily involved in the day-to-day operation of the service.

Service manager

Operational role that manages services. Typically this person is at the director-level within IT and is responsible for the day-to-day delivery and operation of a service. Occasionally, the service owner and service manager are the same person.

Process owner

Strategic role external to the ownership and management of a portfolio or service. This person is responsible for defining and evolving the services, taxonomy, policies, procedures, governance, roles, and responsibilities over time. The process owner's goal is to progress service portfolio management maturity for the business.

Process manager

Operational role external to the ownership and management of a portfolio or service. This person is responsible for ensuring consistency of the portfolios and services within the portfolios across the IT organization. This person also ensures that the policies, procedures, and governance are upheld, as determined by the Process Owner. Occasionally, the process owner and process manager are the same person.

Role descriptions

Admins and portfolio admins assign roles to system users based on functions, duties, and responsibilities. Users can perform the necessary functions within the service portfolio, taxonomies, services, and service offerings they are responsible for, based on assigned roles.

Admin roles

Role	Description
Admin [admin]	Assigns Service Portfolio Management roles to other users. Assign roles to users based on individual access requirements to create, read, update, and delete records.
Portfolio admin [portfolio_admin]	Assigns Service Portfolio Management roles to other users.

Non-Admin roles

Role	Description
Portfolio owner [portfolio_editor]	Strategic role that has overall authority and accountability for an entire IT service portfolio. Typically is an executive level person. Goal is to deliver a portfolio that offers value to the organization. Assigns roles to users based on individual access requirements to create, read, update, and delete records. Reads and updated the entire portfolio that they own. Doesn't have access to taxonomies within other portfolios that they do not own.
Portfolio admin [portfolio_admin]	Operational role that assigns roles to other users.
Portfolio manager [portfolio_admin]	Operational role involved with overall administrative capabilities over a portfolio. Creates, edits, and deletes portfolio records of all types, including taxonomy levels, nodes, services, service offerings, relationships, and performance criteria for the entire business.
Service owner [portfolio_viewer] and [service_editor]	Strategic role that owns services. Typically is a director-level within IT. Has end-to-end accountability for a given service and its offerings through the full life cycle. Often owns more than one service and may even own a branch of services. Can read all portfolios and existing taxonomy assets, services, and service offerings but can only update services and service offerings that they own or delegate. Can add subscriber groups, locations, departments, companies, and users. Cannot change a parent service nor the service owner. Not involved in the day-to-day operations of the service.
Service owner delegate [portfolio_viewer] and [service_editor]	Operational role involved in the management of a service. This person is designated as an editor of a set of services, potentially delegating for multiple service owners. Service owner delegates can read portfolios and existing taxonomy assets, services, and service offerings. However, they can only update services and service offerings that they delegate. Service owner delegates cannot assign another parent to services or change the service owner. Can add subscriber groups, locations, departments, companies, and users.
Service manager [portfolio_admin]	Operational role that manages services. Typically at the director-level within IT and is responsible for the day-to-day delivery and operation of a service. Occasionally, the service owner and service manager are the same person.
Process owner	Strategic role external to the ownership and management of a portfolio or service. Responsible for defining and evolving the services, taxonomy, policies, procedures, parents, governance, roles, and responsibilities over time. Primary goal is to improve the management of service portfolios.
Process manager	Operational role external to the ownership and management of a portfolio or service. Responsible for consistent portfolios and services across the IT organization. Ensures that the policies, procedures, and governance are upheld, as determined by the Process Owner. Occasionally, the process owner and process manager are the same person.

For more details on role titles and tables, see Installed with Service Portfolio Management.

Roles installed with Service Portfolio Management Core

Role title [name]	Description	Contains roles
Portfolio admin [portfolio_admin]	Enables users to: Set up, create, edit, and delete services and service portfolios. Manage portfolios including related commitments and availability. Update taxonomy nodes, services, service offerings, and reparent services.	portfolio_editor service_admin sla_manager
Service Editor [service_editor]	Enables users to edit services and service offerings that they own or are a delegate of.	service_viewer
Service Viewer [service_viewer]	Enables users to view all services and service offerings.	cmdb_read

Table installed with Service Portfolio Management Core

Table	Description
Offering [service_offering]	Extends the [cmdb_ci_service] table.

Service Portfolio Management Foundation

Roles installed with Service Portfolio Management Foundation

Role title [name]	Description	Contains roles
Portfolio editor [portfolio_editor]	Enables users to: Edit and delete services and service portfolios. Update portfolios, taxonomy nodes, services, service offerings, and reparent services.	service_editor portfolio_viewer sla_manager
Portfolio viewer [portfolio_viewer]	Enables users to view portfolios, taxonomy nodes, services, and service offerings.	service_viewer
Service admin [service_admin]	Enables users to set up, create, edit, and delete services and service offerings.	service_author
Service author [service_author]	Enables users to create, edit, and delete services and service offerings of which they are an owner or have created.	service_editor

Tables installed with Service Portfolio Management Foundation

Table	Description
Spm Service Portfolio [spm_service_portfolio]	Used to create or modify a service portfolio.
Spm Taxonomy Layer Definition [spm_taxonomy_layer_definition]	Used to define the order of a taxonomy layer associated with a service portfolio. Note: Use this table with the legacy portfolio structure. The standard portfolio structure doesn’t have taxonomy layers. For more information, see Service Portfolio Management portfolios.
Spm Taxonomy Node [spm_taxonomy_node]	Used to create or modify a taxonomy node associated with a service portfolio.
Service Subscribe Company [service_subscribe_company]	Used to associate service offering subscriptions to a specific company.
Service Scope [service_scope]	Used to stores user-defined limits to the service levels of a service.
Service Subscribe Department [service_subscribe_department]	Used to associate service offering subscriptions to a specific department.
Service Availability [service_availability]	Used to store the calculated availability records of a service.
Service Subscribe Sys User [service_subscribe_sys_user]	Used to create a module enabling you to categorize subscribers by individual user.
Sc Cat Item Subscribe Mtom sc_cat_item_subscribe_mtom	Used to create a catalog item and make it available for subscription.
Sc Cat Item Subscribe No Mtom sc_cat_item_subscribe_no_mtom	Used to create an item while not making it available for subscription.
Service Subscribe Location service_subscribe_location	Used to specify where a service offering is located, by actual physical address.
Sc Cat Item Service sc_cat_item_service	Used to enter an item in the Service Catalog.
Service Offering Commitment service_offering_commitment	Used to create and configure service commitments by specifying order and associating service offerings.
Service in Scope service_in_scope	Used to create and define services In Scope and specify the scope parameters.
Service Subscribe Sys User Grp service_subscribe_sys_user_grp	Used to create a module enabling you to categorize subscribers by group.
Service Commitment service_commitment	Used to store records from the Service Commitments related list in the Service Offerings form.
Service Out Scope service_out_scope	Used to create and define services Out of Scope and specify the scope parameters.