Dernière mise à jour: 2022-01-25 09:29
Ref | Functional Process Item | End User | Service Desk Agent | L2/3 Request analyst | Request Coordinator | Request Manager |
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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 |
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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. |