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Chapter 3 ■ ITIL Service Lifecycle
3.3.1 Understanding RACI with an Example
Here is an example of how a RACI looks. It has activities to be performed as a part of a
process in several rows. Those who would play a role in the process figure in the column.
We get a matrix by putting the activities and the roles together, as shown in Figure 3-3.
Activities
Schedule maintenance activities
Sponsor maintenance activities
Perform maintenance activities
Communication to customers
Fix issues with diesel generator
Mall Owner
C
AR
A
I
Maintenance
Manager
AR
A
R
AC
Figure 3-3. RACI for maintenance activities in the mall example
Maintenance
Engineer
I
R
R
Customer
I
In the example, for the activity, Schedule maintenance activities, this is owned
and performed by the maintenance manager (AR represents Accountability and
Responsibility in the respective cell). So, both the accountability and responsibility
lie with him. For this activity, he is consulting (represented by C) with the mall owner
on suitable dates, and informing (represented by I) the maintenance engineer on the
maintenance schedule.
Let’s look at the final activity: fix issues with diesel generator. In this activity, the
accountability lies with the maintenance manager, but the person performing the fixing
is the maintenance engineer. The engineer consults with the manager regarding this
activity, as the manager is an experienced hand in diesel generators. The mall owner is
merely informed on this activity.
3.3.2 Ground Rules on RACI Matrix
Developing a good RACI matrix takes experience and good insight into the activities
on hand. However, there are a few ground rules that will aid you in your RACI creation
endeavors:
1. For every activity, you can have only one person accountable.
2. Responsible, consulted, and informed can be spread across
multiple roles, although I have not illustrated this in the
example.
3. A single role can don various hats, such as accountable
and responsible for the Sponsor maintenance activities by the
mall owner.
4. Accountable and responsible are mandatory for every
single activity.
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