Laatst bijgewerkt: 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 |
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. |