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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. 42
Chapter 3 ■ ITIL Service Lifecycle 5. Consulted and informed are optional, if you are not informing anyone of an activity, you may not have the informed role for the particular activity, Sponsor maintenance activities is an example. 6. Identify and document as many activities as possible in the RACI matrix, as long as the activities have specific deliverables <strong>com</strong>ing from it. 3.4 Practice Exercises 1. Which phase overarches all other phases? a. Service operations b. Continual service improvement c. Service design d. Service strategy 2. Which phase in ITIL provides direction on how an IT service will be realized? a. Service operations b. Service transition c. Service design d. Service strategy 3. The person who is accountable for ensuring all the process activities are carried out is the: a. Process manager b. Process owner c. Service owner d. Process practitioner 4. Which of these is NOT true in a RACI matrix? a. Two or more people cannot be responsible for the same activity. b. Two or more people cannot be accountable for the same activity. c. Two or more people cannot be consulted for the same activity. d. Two or more people cannot be informed for the same activity. 43
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Become ITIL Foundation Certified in
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Become ITIL Foundation Certified in
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Contents at a Glance About the Auth
Page 7 and 8: ■ Contents 1.8 Internal and Exter
Page 9 and 10: ■ Contents ■Chapter ■ 4: Serv
Page 11 and 12: ■ Contents 6.4 Service Transition
Page 13 and 14: ■ Contents ■Chapter ■ 9: ITIL
Page 15 and 16: About the Technical Reviewer Sumit
Page 17 and 18: Preface When my first book, Communi
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CHAPTER 6 Service Transition Transi
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Chapter 6 ■ Service Transition
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6.4.1.7.1 Create a Request for Chan
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6.4.1.7.7 Review and Change Closure
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6.4.1.10 Change Management Interfac
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Chapter 7 ■ Service Operations I
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Chapter 7 ■ Service Operations
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Chapter 8 ■ Continual Service Imp
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Chapter 9 ■ ITIL Foundation Exam
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Index A Access management and info
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■ INDEX definition, 108 objective
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■ INDEX J JAVA team, 190 K Key
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■ INDEX Service catalog managemen
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■ INDEX OR gate, 19 parts, 20 per
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