RACI Matrix — ITIL 4 Processes
R = Responsible | A = Accountable | C = Consulted | I = Informed
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How to use this template: Copy the tables into Confluence, SharePoint, or your documentation tool. Replace role names with your actual job titles. Validate with process owners before publishing.
Incident Management RACI
| Activity | Service Desk | L2/L3 Support | Problem Manager | IT Manager | CISO |
|---|---|---|---|---|---|
| Log and categorise | R | I | I | I | — |
| Initial diagnosis | R | C | — | — | — |
| Escalate to L2 | R | A | — | I | — |
| L2 investigation | I | R | C | — | — |
| Major incident declaration | I | C | C | A/R | C |
| Stakeholder communication | C | C | — | R | C |
| Resolution and closure | I | R | C | I | — |
| Post-Incident Review | I | C | R | A | I |
| Problem record creation | I | C | R | I | — |
Change Enablement RACI
| Activity | Requestor | Change Manager | CAB | IT Manager | Service Desk |
|---|---|---|---|---|---|
| Submit RFC | R | I | — | — | — |
| Initial assessment | I | R | C | — | — |
| Risk & impact evaluation | C | R | C | C | — |
| CAB review | I | A | R | C | — |
| Schedule change | I | R | I | I | I |
| Communicate change | I | R | I | I | A |
| Implement change | R | I | — | — | — |
| Post-implementation review | R | A | — | I | — |
| Close RFC | I | R | — | I | I |
Problem Management RACI
| Activity | Service Desk | Problem Manager | L2/L3 | IT Manager | Change Manager |
|---|---|---|---|---|---|
| Problem identification | R | I | C | — | — |
| Problem logging | C | R | I | — | — |
| Root cause analysis | I | A | R | — | — |
| Known error declaration | I | R | C | I | — |
| Workaround documentation | I | R | C | — | — |
| Change initiation | — | R | C | I | A |
| Problem closure | I | R | I | I | — |
Service Request Management RACI
| Activity | End User | Service Desk | Fulfilment Team | IT Manager | Finance |
|---|---|---|---|---|---|
| Submit request | R | I | — | — | — |
| Log and validate | I | R | — | — | — |
| Approval (if required) | — | I | — | A/R | C |
| Assign to fulfilment | — | R | I | — | — |
| Fulfil request | — | I | R | — | — |
| Close and confirm | I | A | R | — | — |
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