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RACI matrix for Incident 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. It is especially useful in clarifying roles and responsibilities in cross-functional/departmental projects and processes. The RACI matrix for Incident Management is shown in the following table.

RACI Matrix for Incident Management

Process ID

 Activity

Incident
Manager

Incident
Coordinator

Incident
Analyst

Incident
Operator

Service Desk
Agent

Service Desk
Manager

User

SO 2.1

Incident Logging and Categorization

A

I

R

R

SO 2.2

Incident Assignment

A

R

R

SO 2.3

Incident Investigation and Diagnosis

A

C/I

R

C/I

SO 2.4

Incident Resolution and Recovery

A

C/I

R

C/I

SO 2.5

Incident Review and Closure

A

C/I

R

I

I

I

SO 2.6

Incident Escalation

R/A

R

I

SO 2.7

SLA Monitoring

A/I

I

I

R

SO 2.8

OLA and UC Monitoring

A/I

R

I

SO 2.9

Complaint Handling

A/I

R

C/I