For September’s Toolkit Insider Series, IT Governance Publishing will be releasing sample templates from the ITSM, ITIL® & ISO/IEC 20000 Implementation Toolkit. For the final week of September, we will be taking a closer look at the Service Level Management Process RACI template.
To ensure that IT staff are working efficiently when developing and maintaining processes, it is important that they know exactly what their role is for each process.
A Service Level Management Process RACI matrix can clarify how everyone relates to your organisation’s processes.
The Service Level Management Process RACI template
This template identifies the roles and responsibilities of all parties involved in the development, management, implementation and review of a process.
The RACI matrix
This model provides an easy way of tracking who does what in each process and allows decisions to be made quickly and confidently.
RACI stands for:
Responsible – the person who executes the process (doing the work ‘in’ the process). However, they are equally likely to be the person who oversees the process.
Accountable – the person who is ultimately accountable for the process (i.e. the person who makes the key decisions).
Consulted – the person who provides feedback on certain steps of the process.
Informed – the person who needs to be kept up to date at each stage of the process.
Inside our Service Level Management Process RACI template
Here is a sample of our RACI template that shows who is responsible, who is accountable, who needs to be consulted and who needs to be informed in relation to four activities:
For October, we will be focusing on the ISO27001 2013 ISMS Standalone Documentation Toolkit and the first template we will be looking at is the Information Security Policy.
THE ITSM, ITIL® & ISO/IEC 20000 IMPLEMENTATION TOOLKIT
This is the perfect toolkit for organisations that want an optimal route to implementing service management best practice, ITIL and ISO/IEC 20000.
20% DISCOUNT ON ALL ITIL PRODUCTS
For the final week in September, IT Governance Publishing is offering a 20% discount on all ITIL products, including the ITSM, ITIL® & ISO/IEC 20000 Implementation Toolkit. Enter code ITIL20 at the checkout to receive your discount.
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To purchase the full Service Level Management Process RACI template, please get in contact with us by emailing firstname.lastname@example.org.