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

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 C R C C C C C C C C C C I C C C C C C C C C C C C C C C C R C C C C C C C C C C I C C C C C C C C C C C C C C C C R C C C C C C C C C C I C C C C C C C C C C C C C C C C R C C C C C C C C C C I C C C C C C C C C C C C C C C I R C I I I I I I I C C I C C C C C C C C C C I C C C C I R C I I I I I I I C C I C C C C C C C C C C I C C C C I R C I I I I I I I I C I C C C C C C C C C C I C C C C I R C I I I I I I I I C I C C C C C C C C C C I C C C C I R C I I I I C I I C C I C C C C C C C C C C I C C C C C C C C C C C C 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 processe

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

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

General IT Mgmt Roles General IT Mgmt Roles General IT Mgmt Roles General IT Mgmt Roles Service Strategy Roles Service Strategy Roles Service Strategy Roles Service Strategy Roles Service Strategy Roles Service Strategy Roles Service Strategy Roles Service Design Roles Service Design Roles Service Design Roles Service Design Roles Service Design Roles Service Design Roles Service Design Roles Service Design Roles Service Design Roles Service Design Roles Service Design Roles Service Design Roles Service Design Roles Service Design Roles Service Design Roles Service Design Roles Service Design Roles

IT Executive IT Functional Unit Manager Subject Matter Expert (SME) Steering Group Member IT Financial Manager IT Financial Analyst IT Financial Administrator Demand Manager IT Service Portfolio Analyst IT Market Analyst Project Manager Solution Architect Service Catalog Administrator Service Level Manager Service Level Analyst Availability Manager Availability Analyst Availability Architect Capacity Manager Capacity Analyst Capacity Architect ITSCM Manager ITSCM Analyst ITSCM Team Member Chief IT Security Officer IT Security Manager IT Security Analyst IT Security Auditor

A R C C C C I C R I I I C I I I I I I I I C I I C I I I

C R C C C C I A C C I I C I I I I I C C I C C I C I I I

C R C C A R R C C I I I I I I I C C C C C C C I C C I I

A R C C C C I C C R I I C I I I C C C C C C I I C I I I

I R C C C C I I C C C C A C I I I I I I I I I I I I I I

I R C C C C I C I I C C C A R C C C C C C C C C C C C C

I R C C C C I C I I C R C C C A R R C C C C C C C C C C

I R C C C C I C I I C R C C C C C C A R R C C C C C C C

C R C C C C I C I I C R C C C C C C C C C A R R C C C C

C R C C C C I I I I C R C C C C C C C C C C C C A R R R

C R C C C C I C I I C C C C C C C C C C C C C C C C C C

C R C C C C C C C C C C I C C C C C C C C C C C C C C C

C R C C C C C C C C C C I C C C C C C C C C C C C C C C

C R C C C C C C C C C C I C C C C C C C C C C C C C C C

\\vboxsrv\conversion_tmp\scratch_3\136760905.xlsx.ms_office136760905.xlsx.ms_officeRoles By Process Matrix

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

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 C C C C C I C A R C C C C C C C C C C R R C C C C C C C C C C C C I C R R A R C C C C C C C C R R C I I I C I C C C C C C I C R R A R I I I I I I I C C C I I I I C I I C C C C I I C R R I I C C C I I I I C C C A R R R R R R C C C C C C C C C C C C C C I I I C C C C C C C C C I I C C C C C I C C C C C C C C I I I C C C C C C C C I I I C C C C C I C C C C C C C C I I I C C C C C C C C I I I C C C C C I C C C C C C C C I I I C C C C C C C C I I I C C C C C I C C C C C C C C I I I C C C C C C C C C I I C C C C C C C C 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 processe

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

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

Service Design Roles Service Design Roles Service Transition Roles Service Transition Roles Service Transition Roles Service Transition Roles Service Transition Roles Service Transition Roles Service Transition Roles Service Transition Roles Service Transition Roles Service Transition Roles Service Transition Roles Service Transition Roles Service Transition Roles Service Transition Roles Service Transition Roles Service Transition Roles Service Transition Roles Service Transition Roles Service Transition Roles Service Transition Roles Service Transition Roles Service Transition Roles Service Transition Roles Service Transition Roles Service Transition Roles Service Transition Roles

Supplier Manager Supplier Liaison Change Manager Change Administrator CAB Member ECAB Member Change Owner Release Manager Release Owner Test Manager Testing & Validation Analyst Configuration Manager Configuration Analyst Configuration Librarian Asset Manager Asset Administrator Procurement Analyst License Administrator Transition Manager Release Build Manager Deployment Analyst Knowledge Manager Knowledge Architect Knowledge Administrator Knowledge Owner Trainer Training Administrator Training Architect

I I I I I I I I I I I I I I I I I I I I I I I I I I I I

I I I I I I I I I I I C I I I I I C I I C I I I I I I I

C I C I I I I C C I I C I I C I I C C I C I I I I I I I

I I I I I I I I I I I I I I I I I I I I I I I I I I I I

I I C C C C C C C C C C C C C C C C C C C C C C C C C C

C C C C C C C C C C C C C C C C C C C C C C C C C C C C

C C C C C C C C C C C C C C C C C C C C C C C C C C C C

C C C C C C C C C C C C C C C C C C C C C C C C C C C C

C C C C C C C C C C C C C C C C C C C C C C C C C C C C

C C C C C C C C C C C C C C C C C C C C C C C C C C C C

A R C C C C C C C C C C C C C C C C C C C C C C C C C C

C C C C C I C C R C C C C C C C C C A C R C C C C C C C

C C A R R R R C C C C C C C C C C C C C C C I I I I I C

C C C C I I C C C C C A R R R R C C C C C C I I I I I C

\\vboxsrv\conversion_tmp\scratch_3\136760905.xlsx.ms_office136760905.xlsx.ms_officeRoles By Process Matrix

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

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 R C C I I C I I I I C I I C I C C I I I C C I C C I I C I I C I I C I I I I C I I C I C C I I I C C I C C I I C I I C I I C I I I I C I I C I C C I I I C C I C C I I C R R C I I C I I I I C I I C I C C I I I C C I C C I I C I C A R R R R R R C C I I C C C C C C C C C C C C C C C I I I I I R R R R I A R R C I C C C I C C C C C C C C C I I C C I C C C C C I I I C C A R C I C C C C C C C C C I I C C I C C C I C I I I C C C C A R C C C C C C C C C I C C C I C C C C C C I I A R C C C C C C C C C C C C C C C C C C C C C 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 processe

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

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

Service Transition Roles Service Transition Roles Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles

Organizational Chg Leader Technical Writer Incident Manager Incident Analyst Incident Auditor Service Desk Manager Service Desk Analyst Service Desk Administrator Call Agent Service Desk Inf. Architect Request Manager Request Administrator Request Fulfillment Owner Problem Manager Problem Owner Monitoring Manager Monitoring Architect Security Administrator Facilities Security Admin. Physical Site Manager Site Architect Site Contractor Site Technician Office Manager Network Operations Manager Network Support Analyst Network Technician Network Architect

I I I I I I I I I I I I I I I I I I I I I I I I I I I I

I I I I I I I I I I I I I I I I I I I C I I I I C I I I

I I I I I I I I I C I I I I I I I I I C I I I I C I I I

C I I I I I I I I I I I I I I I I I I I I I I I I I I I

C C C C C C C C C C C C C C C C C C C C C C C C C C C C

C C C C C C C C C C C C C C C C C C C C C C C C C C C C

C C C C C C C C C C C C C C C C C C C C C C C C C C C C

C C C C C C C C C C C C C C C C C C C C C C C C C C C C

C C C C C C C C C C C C C C C C C C C C C C C C C C C C

C C C C C C C C C C C C C C C C C C C C C C C C C C C C

C C C C C C C C C C C C C C C C C C C C C C C C C C C C

C I C I I C I I I I C I I C I C C I I I C C I C C I I C

I I C I I C I I I I C I I C I C C I I I C C C C C C C C

I I C I I C I I I I C I I C I C C I I I C C I C C I I C

\\vboxsrv\conversion_tmp\scratch_3\136760905.xlsx.ms_office136760905.xlsx.ms_officeRoles By Process Matrix

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

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 I C I C C C C I C C C C R C C I C I C I C C C C I C C C C R C C I C I C I C C C C I C C C C R C C I R I C I C C C C I C C C C R C C I C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C A R R R R R R

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

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

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

Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles Service Operations Roles Continual Service Improvement Roles Continual Service Improvement Roles Continual Service Improvement Roles Continual Service Improvement Roles Continual Service Improvement Roles Continual Service Improvement Roles Continual Service Improvement Roles

Network Administrator Operations Support Manager Operations Support Analyst Operations Architect Scheduler Storage Administrator Technical Support Manager Technical Support Analyst Systems Administrator Database Administrator Service Manager Process Owner Service Owner (Product Manager) Business Relationship Manager Reporting Architect Reporting Administrator Quality Assurance Analyst

I I I I I I I I I I C I C C C I I

I C I I I C I I I I C I C C C I I

I C I I I C I I I I C I C I C I C

I I I C I I I I I I C I C C I I I

C C C C C C C C C C C C C C C C C

C C C C C C C C C C C C C C C C C

C C C C C C C C C C C C C C C C C

C C C C C C C C C C C C C C C C C

C C C C C C C C C C C C C C C C C

C C C C C C C C C C C C C C C C C

C C C C C C C C C C C C C C C C C

I C I C C C C I C C C C R C C I C

C C C C C C C C C C C C C C C C C

I C I C C C C I C C C C C C C I C

\\vboxsrv\conversion_tmp\scratch_3\136760905.xlsx.ms_office136760905.xlsx.ms_officeRoles By Process Matrix