ITSM_Roles_By_Process_Matrix.xlsx

ITIL RACI

ITIL Phase

ITIL Role

Service Service Service Strategy Strategy Strategy Service IT Demand Portfolio Financial Mgt Mgt Mgt

Service Strategy Service Strategy Mgt

Service Design Service Catalog Mgt

Service Design Service Level Mgt

Service Design Availability Mgt

Service Design Capacity Mgt

Service Design - IT Service Continuity Mgt

Service Service Service Service Design Transition Design Transition Information Transition Supplier  Service Security Planning & Mgt Level Mgt Mgt Support

Service Transition Availability Mgt

Cont. Service Service Service Service Service Service Service Service Service Transition - Transition Service Operatio Operatio Operatio Operation Operation - Improveme Transition IT Service Informatio Transition nnnSupplier  Supplier  nt Capacity Mgt Continuity n Security Supplier Mgt Supplier  Supplier  Supplier  Mgt Mgt Supplier  Mgt Mgt Mgt Mgt Mgt Mgt

General IT Mgmt Roles

IT Executive

A

C

C

A

I

I

I

I

C

C

C

C

C

C

C

C

C

C

I

I

I

I

I

General IT Mgmt Roles

IT Functional Unit Manager 

R

R

R

R

R

R

R

R

R

R

R

R

R

R

R

R

R

R

R

R

R

R

R

C C

General IT Mgmt Roles

Subject Matter Expert (SME)

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

General IT Mgmt Roles

Steering Group Member  

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

I

I

I

I

I

C

Service Strategy Roles

IT Financial Ma Manager  

C

C

A

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

I

I

I

I

I

C

Service Strategy Roles

IT Financial An Analyst

C

C

R

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

I

I

I

I

I

C

Service Strategy Roles

IT Financial Administrator 

I

I

R

I

I

I

I

I

I

I

I

C

C

C

C

C

C

C

I

I

I

I

I

C

Service Strategy Roles

Demand Manager  

C

A

C

C

I

C

C

C

C

I

C

C

C

C

C

C

C

C

I

I

I

I

C

C

Service Strategy Roles

IT Service Portfolio Analyst

R

C

C

C

C

I

I

I

I

I

I

C

C

C

C

C

C

C

I

I

I

I

I

C

Service Strategy Roles

IT Market Analyst

I

C

I

R

C

I

I

I

I

I

I

C

C

C

C

C

C

C

I

I

I

I

I

C

Service Strategy Roles

Project Manager  

I

I

I

I

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

I

I

C

C

Service Design Roles

Solution Architect

I

I

I

I

C

C

R

R

R

R

C

C

C

C

C

C

C

C

C

C

C

C

C

C

Service Design Roles

Service Catalog Administrator 

C

C

I

C

A

C

C

C

C

C

C

I

I

I

I

I

I

I

I

I

I

I

I

C

Service Design Roles

Service Level Manager  

I

I

I

I

C

A

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

Service Design Roles

Service Level Analyst

I

I

I

I

I

R

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

Service Design Roles

Availability Manager  

I

I

I

I

I

C

A

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

Service Design Roles

Availability Analyst

I

I

C

C

I

C

R

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

Service Design Roles

Availability Architect

I

I

C

C

I

C

R

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

Service Design Roles

Capacity Manager  

I

C

C

C

I

C

C

A

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

Service Design Roles

Capacity Analyst

I

C

C

C

I

C

C

R

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

Service Design Roles

Capacity Architect

I

I

C

C

I

C

C

R

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

Service Design Roles

ITSCM Manager  

C

C

C

C

I

C

C

C

A

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

Service Design Roles

ITSCM Analyst

I

C

C

I

I

C

C

C

R

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

Service Design Roles

ITSCM Team Member  

I

I

I

I

I

C

C

C

R

C

C

C

C

C

C

C

C

C

I

I

I

I

I

C

Service Design Roles

Chief IT Security Officer  

C

C

C

C

I

C

C

C

C

A

C

C

C

C

C

C

C

C

C

C

C

C

C

C

Service Design Roles

IT Security Manager  

I

I

C

I

I

C

C

C

C

R

C

C

C

C

C

C

C

C

C

C

C

C

C

C

Service Design Roles

IT Security Analyst

I

I

I

I

I

C

C

C

C

R

C

C

C

C

C

C

C

C

C

C

C

C

C

C

Service Design Roles

IT Security Auditor  

I

I

I

I

I

C

C

C

C

R

C

C

C

C

C

C

C

C

C

C

C

C

C

C

R= Responsi bile for  performi ng and acting on the rocesse

A = Role is accounta ble for  the ITIL process (ultimate l in

C = Role I = Role consults is amd informed assists about the with the process ITIL and its process outputs

ITIL RACI

ITIL Phase

ITIL Role

Service Service Service Strategy Strategy Strategy Service IT Demand Portfolio Financial Mgt Mgt Mgt

Service Strategy Service Strategy Mgt

Service Design Service Catalog Mgt

Service Design Service Level Mgt

Service Design Availability Mgt

Service Design Capacity Mgt

Service Design - IT Service Continuity Mgt

Service Service Service Service Design Transition Design Transition Information Transition Supplier  Service Security Planning & Mgt Level Mgt Mgt Support

Service Transition Availability Mgt

Cont. Service Service Service Service Service Service Service Service Service Transition - Transition Service Operatio Operatio Operatio Operation Operation - Improveme Transition IT Service Informatio Transition nnnSupplier  Supplier  nt Capacity Mgt Continuity n Security Supplier Mgt Supplier  Supplier  Supplier  Mgt Mgt Supplier  Mgt Mgt Mgt Mgt Mgt Mgt

Service Design Roles

Supplier Manager  

I

I

C

I

I

C

C

C

C

C

A

C

C

C

C

C

C

C

C

C

C

C

C

C

Service Design Roles

Supplier Liaison

I

I

I

I

I

C

C

C

C

C

R

C

C

C

C

C

C

C

C

C

C

C

C

C

Service Transition Roles

Change Manager  

I

I

C

I

C

C

C

C

C

C

C

C

A

C

C

C

C

C

C

C

C

C

C

C

Service Transition Roles

Change Administrator  

I

I

I

I

C

C

C

C

C

C

C

C

R

C

C

C

C

C

C

C

C

C

C

C

Service Transition Roles

CAB Member  

I

I

I

I

C

C

C

C

C

C

C

C

R

I

C

C

C

I

C

C

C

C

C

C

Service Transition Roles

ECAB Member  

I

I

I

I

C

C

C

C

C

C

C

I

R

I

I

I

I

I

C

I

I

I

I

C

Service Transition Roles

Change Owner  

I

I

I

I

C

C

C

C

C

C

C

C

R

C

C

C

C

C

C

C

C

C

C

C

Service Transition Roles

Release Manager  

I

I

C

I

C

C

C

C

C

C

C

C

C

C

A

R

R

R

C

C

C

C

C

C

Service Transition Roles

Release Owner  

I

I

C

I

C

C

C

C

C

C

C

R

C

C

R

R

R

R

C

C

C

C

C

C

Service Transition Roles

Test Manager  

I

I

I

I

C

C

C

C

C

C

C

C

C

C

C

A

A

I

C

C

C

C

C

C

Service Transition Roles

Testing & Validation Analyst

I

I

I

I

C

C

C

C

C

C

C

C

C

C

C

R

R

I

C

C

C

C

C

C

Service Transition Roles

Configuration Manager  

I

C

C

I

C

C

C

C

C

C

C

C

C

A

C

C

I

C

C

C

C

C

C

C

Service Transition Roles

Configuration Analyst

I

I

I

I

C

C

C

C

C

C

C

C

C

R

C

C

I

C

C

C

C

C

C

C

Service Transition Roles

Configuration Librarian

I

I

I

I

C

C

C

C

C

C

C

C

C

R

C

C

I

C

C

C

C

C

C

C

Service Transition Roles

Asset Manager  

I

I

C

I

C

C

C

C

C

C

C

C

C

R

C

C

I

I

I

I

I

I

I

C

Service Transition Roles

Asset Administrator  

I

I

I

I

C

C

C

C

C

C

C

C

C

R

C

C

I

I

I

I

I

I

I

C

Service Transition Roles

Procurement Analyst

I

I

I

I

C

C

C

C

C

C

C

C

C

C

C

C

I

I

I

I

I

I

I

C

Service Transition Roles

License Administrator  

I

C

C

I

C

C

C

C

C

C

C

C

C

C

C

C

I

I

C

C

C

C

C

C

Service Transition Roles

Transition Manager  

I

I

C

I

C

C

C

C

C

C

C

A

C

C

C

C

C

C

C

C

C

C

C

C

Service Transition Roles

Release Build Manager  

I

I

I

I

C

C

C

C

C

C

C

C

C

C

R

R

C

C

C

C

C

C

C

C

Service Transition Roles

Deployment Analyst

I

C

C

I

C

C

C

C

C

C

C

R

C

C

R

R

C

C

C

C

C

C

C

C

Service Transition Roles

Knowledge Manager  

I

I

I

I

C

C

C

C

C

C

C

C

C

C

C

C

I

A

C

C

C

C

C

C

Service Transition Roles

Knowledge Architect

I

I

I

I

C

C

C

C

C

C

C

C

I

I

C

I

I

R

C

C

C

C

C

C

Service Transition Roles

Knowledge Administrator 

I

I

I

I

C

C

C

C

C

C

C

C

I

I

C

I

I

R

C

C

C

C

C

C

Service Transition Roles

Knowledge Owner  

I

I

I

I

C

C

C

C

C

C

C

C

I

I

C

I

I

R

C

C

C

C

C

C

Service Transition Roles

Trainer  

I

I

I

I

C

C

C

C

C

C

C

C

I

I

C

C

C

R

C

I

I

I

C

C

Service Transition Roles

Training Administrator  

I

I

I

I

C

C

C

C

C

C

C

C

I

I

C

I

I

R

I

I

I

I

I

C

Service Transition Roles

Training Architect

I

I

I

I

C

C

C

C

C

C

C

C

C

C

C

C

I

R

I

I

I

I

I

C

R= Responsi bile for  performi ng and acting on the rocesse

A = Role is accounta ble for  the ITIL process (ultimate l in

C = Role I = Role consults is amd informed assists about the with the process ITIL and its process outputs

ITIL RACI

ITIL Phase

ITIL Role

Service Service Service Strategy Strategy Strategy Service IT Demand Portfolio Financial Mgt Mgt Mgt

Service Strategy Service Strategy Mgt

Service Design Service Catalog Mgt

Service Design Service Level Mgt

Service Design Availability Mgt

Service Design Capacity Mgt

Service Design - IT Service Continuity Mgt

Service Service Service Service Design Transition Design Transition Information Transition Supplier  Service Security Planning & Mgt Level Mgt Mgt Support

Service Transition Availability Mgt

Cont. Service Service Service Service Service Service Service Service Service Transition - Transition Service Operatio Operatio Operatio Operation Operation - Improveme Transition IT Service Informatio Transition nnnSupplier  Supplier  nt Capacity Mgt Continuity n Security Supplier Mgt Supplier  Supplier  Supplier  Mgt Mgt Supplier  Mgt Mgt Mgt Mgt Mgt Mgt

Service Transition Roles

Organizational Chg Leader 

I

I

I

C

C

C

C

C

C

C

C

C

I

I

R

I

I

R

I

I

I

I

I

C

Service Transition Roles

Technical Writer  

I

I

I

I

C

C

C

C

C

C

C

I

I

I

C

I

I

R

C

I

I

I

C

C

Service Operations Roles

Incident Manager  

I

I

I

I

C

C

C

C

C

C

C

C

C

C

C

C

C

C

A

I

C

C

C

C

Service Operations Roles

Incident Analyst

I

I

I

I

C

C

C

C

C

C

C

I

I

I

I

I

I

I

R

I

C

C

C

C

Service Operations Roles

Incident Auditor  

I

I

I

I

C

C

C

C

C

C

C

I

I

I

I

I

I

I

R

I

I

I

I

C

Service Operations Roles

Service Desk Manager  

I

I

I

I

C

C

C

C

C

C

C

C

C

C

C

C

C

C

R

R

C

C

C

C

Service Operations Roles

Service Desk Analyst

I

I

I

I

C

C

C

C

C

C

C

I

I

I

I

I

I

I

R

R

C

C

C

C

Service Operations Roles

Service Desk Administrator 

I

I

I

I

C

C

C

C

C

C

C

I

I

I

I

I

I

I

R

R

C

C

C

C

Service Operations Roles

Call Agent

I

I

I

I

C

C

C

C

C

C

C

I

I

I

I

I

I

I

R

R

C

I

C

C

Service Operations Roles

Service Desk Inf. Architect

I

I

C

I

C

C

C

C

C

C

C

I

I

I

I

I

I

I

C

I

C

C

C

C

Service Operations Roles

Request Manager  

I

I

I

I

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

A

I

I

C

C

Service Operations Roles

Request Administrator  

I

I

I

I

C

C

C

C

C

C

C

I

I

I

I

I

I

I

I

R

I

I

I

C

Service Operations Roles

Request Fulfillment Owner 

I

I

I

I

C

C

C

C

C

C

C

I

I

I

I

I

I

I

I

R

I

I

I

C

Service Operations Roles

Problem Manager  

I

I

I

I

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

A

C

Service Operations Roles

Problem Owner  

I

I

I

I

C

C

C

C

C

C

C

I

I

I

I

I

I

I

C

I

C

C

R

C

Service Operations Roles

Monitoring Manager  

I

I

I

I

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

A

C

C

C

Service Operations Roles

Monitoring Architect

I

I

I

I

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

R

C

C

C

Service Operations Roles

Security Administrator  

I

I

I

I

C

C

C

C

C

C

C

I

I

I

I

I

I

I

C

C

C

A

C

C

Service Operations Roles

Facilities Security Admin.

I

I

I

I

C

C

C

C

C

C

C

I

I

I

I

I

I

I

C

I

I

R

C

C

Service Operations Roles

Physical Site Manager  

I

C

C

I

C

C

C

C

C

C

C

I

I

I

I

I

I

I

C

C

C

C

C

C

Service Operations Roles

Site Architect

I

I

I

I

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

Service Operations Roles

Site Contractor  

I

I

I

I

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

Service Operations Roles

Site Technician

I

I

I

I

C

C

C

C

C

C

C

I

C

I

I

I

I

I

C

C

C

C

C

C

Service Operations Roles

Office Manager  

I

I

I

I

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

Service Operations Roles

Network Operations Manager 

I

C

C

I

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

Service O perat ions Roles

Network Support Analyst

I

I

I

I

C

C

C

C

C

C

C

I

C

I

I

I

I

I

C

C

C

C

C

C

Service Operations Roles

Network Technician

I

I

I

I

C

C

C

C

C

C

C

I

C

I

I

I

I

I

C

C

C

C

C

C

Service Operations Roles

Network Architect

I

I

I

I

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

R= Responsi bile for  performi ng and acting on the rocesse

A = Role is accounta ble for  the ITIL process (ultimate l in

C = Role I = Role consults is amd informed assists about the with the process ITIL and its process outputs

ITIL RACI

ITIL Phase

ITIL Role

Service Service Service Strategy Strategy Strategy Service IT Demand Portfolio Financial Mgt Mgt Mgt

Service Strategy Service Strategy Mgt

Service Design Service Catalog Mgt

Service Design Service Level Mgt

Service Design Availability Mgt

Service Design Capacity Mgt

Service Design - IT Service Continuity Mgt

Service Service Service Service Design Transition Design Transition Information Transition Supplier  Service Security Planning & Mgt Level Mgt Mgt Support

Service Transition Availability Mgt

Cont. Service Service Service Service Service Service Service Service Service Transition - Transition Service Operatio Operatio Operatio Operation Operation - Improveme Transition IT Service Informatio Transition nnnSupplier  Supplier  nt Capacity Mgt Continuity n Security Supplier Mgt Supplier  Supplier  Supplier  Mgt Mgt Supplier  Mgt Mgt Mgt Mgt Mgt Mgt

Service Operations Roles

Network Administrator  

I

I

I

I

C

C

C

C

C

C

C

I

C

I

I

I

I

I

C

C

C

C

C

C

Service Operations Roles

Operations Support Manager 

I

C

C

I

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

Service Operations Roles

Operations Support Analyst

I

I

I

I

C

C

C

C

C

C

C

I

C

I

I

I

I

I

C

C

C

C

C

C

Service Operations Roles

Operations Architect

I

I

I

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

Service Operations Roles

Scheduler  

I

I

I

I

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

Service Operations Roles

Storage Administrator  

I

C

C

I

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

Service Operations Roles

Technical Support Manager 

I

I

I

I

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

Service Operations Roles

Technical Support Analyst

I

I

I

I

C

C

C

C

C

C

C

I

C

I

I

I

I

I

C

C

C

C

C

C

Service Operations Roles

Systems Administrator  

I

I

I

I

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

Service Operations Roles

Database Administrator  

I

I

I

I

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

Continual Service Improvement Roles

Service Manager 

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

A

Continual Service Improvement Roles

Process Owner 

I

I

I

I

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

R

Continual Service Improvement Roles

Service Owner (Product Manager)

C

C

C

C

C

C

C

C

C

C

C

R

C

C

R

R

R

R

C

C

C

C

C

R

Continual Service Improvement Roles

Business Relationship Manager 

C

C

I

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

R

Continual Service Improvement Roles

Reporting Architect

C

C

C

I

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

C

R

Continual Service Improvement Roles

Reporting Administrator 

I

I

I

I

C

C

C

C

C

C

C

I

C

I

I

I

I

I

C

C

C

C

C

R

Continual Service Improvement Roles

Quality Assurance Analyst

I

I

C

I

C

C

C

C

C

C

C

C

C

C

C

C

R

C

C

C

C

C

C

R

R= Responsi bile for  performi ng and acting on the rocesse

A = Role is accounta ble for  the ITIL process (ultimate l in

C = Role I = Role consults is amd informed assists about the with the process ITIL and its process outputs