RACI Chart

Department
Procedure
Update

i Desk
Lauch of i Phone 6
11/15/2014
Executive Sponsor

Project
Manager

Training
manager

IT Manager

Task Name

Planning
Staffing Coordination/ Estimation
Scheduling Staff
Q Routing
CSR Agent Communication
IVR Update
Training
Training Room Setup
Receive & Review iPhone Product
Training Documentation
Train the Trainer
Train Agents
IT
Purchase Hardware /Software
CSR Workstation Setup
Developing and Building WAR Room
Closure
Agent Feedback
Final Report Including Lessons Learnt

C/I

A
A
A
A
A

C/I
I

R
I
R

A
A
A
A
A

C
R
R
R
R

R
C/I
C
I
I

C/A
A
C/A

I
I

R
R
R

A
A/R

R
C/I

C
C/I

RESPONSIBLE
person or role responsible for ensuring that the item is completed

ACCOUNTABLE
person or role responsible for actually doing or completing the item

C
I

CONSULTED
person or role whose subject matter expertise is required in order
complete the item
INFORMED
person or role that needs to be kept informed of the status of item
completion

Planning
Manager

R
R
C/I
R
I
I
I
C/I
C/I
C/I
C/I
C/I

he item is completed

r completing the item

is required in order to

of the status of item

Steps will be highlighted if A and R are not assigned.

R:

RACI Charts
Project:
PROCEDURE
DEPARTMENT
UPDATED
STEP
1
2
3

A:
C:
I:

Does the step

Accountable for the step
Consulted with before the step
Informed when the step is com

East Stairwell
Procedure 1
Operations
11/1/2013

DESCRIPTION ENTITY 1 ENTITY 2 ENTITY 3 ENTITY 4

A
Describe Step 1
R
A
C/I
Describe Step 2
C
Describe Step 3

ghlighted if A and R are not assigned.

Does the step

Accountable for the step
Consulted with before the step
Informed when the step is completed

ENTITY 5 ENTITY 6
I

bilities:
Activities:
Activity Description END USER
1. Contact Service Desk R
2. Initial Call Handling R A
3. Initial Ticket Logging & Severity I R A
4 Incident Assignment I R C A C
5. Incident Categorization R A
6. Incident Investigate & Diagnosis
(initial triage) R C A
7. Escalate/Reassign Incident I R C A
8. Perform Level 1+ Investigate &
Diagnosis R A
9. Submit resolution to Knowledge
Base R R A
10. Continuous Incident Management
Process Improvement C I C I C I C I A R C I
11. Incident Resolution & Restoration I R R A
12. Incident Closure I R I A I
Incident Management RACI Matrix -EXAMPLE: