RACI matrix
RACI matrix| Ref | Functional Process Item | End User | Service Desk Agent | L2/3 Request analyst | Request Coordinator | Request Manager |
|---|---|---|---|---|---|---|
| R01 | Request Identification | I | R | R | R, A | |
| R02 | Request Logging | I | R | R | A | |
| R03 | Request Categorization & Prioritization | I | R | R | A | |
| R04 | Known request ? | R | R | A | ||
| R05 | Request fulfillment | R | R | R | A | |
| R06 | Consult End-user | C | R | R | A | |
| R07 | Set request as ‘completed’ | I | R | R | A | |
| R08 | L2 needed ? | R | R, I | A, I | ||
| R09 | Assign request to L2/L3 | R | I | R | A | |
| R10 | Reassign ticket to Service Desk | I | R | R | A, I |
| RACI | Description |
|---|---|
| A = Accountable | The single owner who is accountable for the final outcome of the activity. |
| R = Responsible | The executor(s) of the activity step. |
| C = Consulted | The expert(s) providing information for the activity step. |
| I = Informed | The stakeholder(s) who must be notified of the activity step. |