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How do the ITIL roles participate in the various ITIL V3 processes? A Responsibility Matrix, following the commonly known RACI (Responsible - Accountable - Contribution - Informed) model, enables you to see this vital information at a glance. |
The ITIL Process Map V3 for Visio includes a complete ITIL RACI Matrix in the form of an Excel table. It is clearly structured and easy to adapt to the specific needs of your organization.
The ITIL process names are placed in the left-hand column and the roles are shown in the top row of the matrix (see above). Setting filters on one or several columns allows you to easily create views of the ITIL RACI Matrix showing the responsibilities for specific roles only.
The process names in the left-hand column are configured with links and screen tips. This gives you instant access to brief process descriptions, and if you need to know more about a process, a mouse-click will take you to the corresponding process diagram of the ITIL Process Map V3.
The RASCI Matrix – an Extension to the RACI Model
The ITIL Process Map uses a RASCI matrix to assign responsibilities to processes. RASCI is an extended variant of the commonly known RACI model, which defines the following responsibilities:
- R - Responsible
Those who do the work to achieve a task. There is typically one role with a participation type of Responsible. - A - Accountable
Those who are ultimately accountable for the correct and thorough completion of the deliverable or task, and the one to whom Responsible is accountable. Typically, the Process Owner is Accountable for a process, and there must be only one Accountable specified for each task or deliverable. - S - Support
Resources allocated to Responsible (Support will assist in completing one or several tasks). - C - Consulted
Those who are not directly involved in a process but provide inputs and whose opinions are sought. - I - Informed
Those who receive outputs from a process or are kept up-to-date on progress, often only on completion of the task or deliverable.
RACI Matrices are especially helpful if a big number of ITIL roles assume various levels of responsibilities in ITIL processes.
They are an ideal tool to communicate responsibilities in an easily understandable way, and to avoid the assignment of conflicting responsibilities.