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RACI matrix for Service Level Management

A Responsible, Accountable, Consulted, and Informed (RACI) diagram or RACI matrix is used to describe the roles and responsibilities of various teams or people in delivering a project or operating a process. The RACI matrix for Service Level Management is shown in the table below.

Process ID Activity Service Level Manager Supplier Manager Service Owner Customer Service Level Analyst Resolver Groups

SD 2.1

Maintain the Service Catalog

A/R

 

C

C

 

 

SD 2.2

Create or Amend IT Services

A/R

R

R

C

 

 

SD 2.3

Draft Supporting Agreements

A/R

R

R

 

 

 

SD 2.4

Finalise SLAs / OLAs / UCs

A/R

R

R

C/I

 

 

SD 2.5

Monitor Service Levels

A/R

I

I

C

 

 

SD 2.6

Service Level Reporting

A/R

 

 

 

R

 

SD 2.7

Perform Service Reviews

A/R

 

 

C

R

 

SD 2.8

Service Improvement Programme

A/R

 

R

C

 

R

SD 2.9

Review / Revise SLA / OLA / UC

A/R

 

 

 

R