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3.2.6 Generic Role: Process Practitioner
Chapter 3 ■ ITIL Service Lifecycle
Anyone who plays a part in the process is a process practitioner. This may be the manager
or the owner, or someone who may not be part of the process hierarchy. To rephrase,
people who are responsible for carrying out one or more activities in a particular process
are process practitioners.
In the generator maintenance process, technicians have the responsibility to check
the generators based on a checklist. They are process practitioners. It is also likely
that the technician is a process practitioner for multiple processes, depending on the
number of processes he is acting on. For example, he could also be responsible for
electrical maintenance, electrical repairs, and elevator maintenance, thus being a process
practitioner in each of these processes.
3.3 RACI Matrix
In an organization, it is important that roles and responsibilities be clearly defined. When
there is ambiguity over responsibilities for activities, it often leads to inefficiency within
the system. You might have seen in your own organization that a lack of clarity over roles
and responsibilities can end up in a mess, where both of the perceived responsible parties
duplicate activities or both leave them to the other to act on.
RACI is an acronym for Responsible, Accountable, Consulted, and Informed.
According to the ITIL service management framework, these four types of roles can be
used to define all responsibilities and ownerships in an organization.
Responsible: The person who is responsible to carry out the
activity gets this tag. He is the person who actually gets the job
done. Examples could be your process manager and process
practitioner, who are responsible for managing activities and
performing deliveries, respectively.
Accountable: The person who owns the activity. He is the
person who is the decision maker. Examples are the service
and process owners. It is important to remember that
although in the real world you could have joint ownership, in
the world of ITIL, there is no joint ownership. An activity has a
single owner. It can never be shared across two individuals.
Consulted: In any organization, you have subject matter
experts who need to consulted before and during activities.
These people play the role of a catalyst in the service
management organization. They do not own anything, nor do
they get their hands dirty in the actual operations. But, they
provide their expertise in successful execution of the activity.
Examples are corporate lawyers and technical architects.
Informed: There are the people who just like to soak in the
information. They do not have any role in the activity, but
would like to be informed of the progress or the lack of it. They
are, in other words, stakeholders without the power of making
decisions. Examples are users and senior management.
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