ITSM Roles and Responsibilities RACI

ITSM Roles and Responsibilities RACI

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ITSM Roles and Responsibilities are a framework of roles, responsibilities, and processes that help organizations better align their business goals with IT services and operations. It includes the responsibilities, accountabilities, and authorities that are needed to manage IT services effectively.

The matrix is used to identify what tasks are required to be done by whom to avoid overlap or gaps in responsibilities. This allows for clear accountability when something goes wrong.

Format: MS Word

Template details:

  •  The RACI template is used when assigning tasks to people responsible for various aspects of the project. 
  •  The RACI template is helpful if you want to improve the quality of decision-making, increase productivity, and reduce risk by assigning responsibility


Our template includes the following sections:

  • Task 
  • Executive Sponsor 
  • Service domain owner 
  • Service owner 
  • Service Manager 
  • Process owner 
  • Process manager 
  • Process analyst 


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