RACI matrix

Dernière mise à jour: 2021-12-05 14:55

Ref	Functional Process Item	End User	Service Desk Agent	L2/3 Incident analyst	Incident Coordinator	Incident Manager
I01	Incident Identification	I	R		R	R, A
I02	Incident Logging	I	R			A
I03	Incident Categorization & Prioritization	I	R		R	A
I04	Known error		R		R	A
I05	Incident diagnosis		R		R	A
I06	Investigate & resolve		R		I	A
I07	Consult end-user	C	R		R	A
I08	Set incident as resolved		R		R	A
I09	L2 needed ?		R		R	A
I10	Assign incident to L2/L3		R	I	R	A, I
I11	Investigate incident		I	R	I	A
I12	Change required ?			R	R	A
I13	Incident resolved ?	C	I	R	R	A
I14	Reassign ticket to Service Desk		C	R	I	A, I
I15	Apply workaround	C	R	I	C	A, I

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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.