RACI matrix

Last updated: 2022-01-25 09:29

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.