Al Imam Mohammad Ibn Saud Islamic University

College of Computer and Information Sciences

Information Technology Department

RACI Matrix

Submitted by:

Group Number ???

Student Name ID
Ahmed Abdulaziz Abdullah Khnein 442020145
Abdulaziz Talal Almutairi 442019169
Abdalmalik Saad Alyousef 442018176
 Implementing IT Service Management
(ITSM) Framework RACI

• Key Roles Involved

1. Chief Information Officer (CIO)
2. IT Service Manager
3. IT Operations Manager
4. Change Manager
5. Incident Manager
6. Problem Manager
7. Configuration Manager
8. Compliance Officer
9. Security Officer

Imam University | CCIS | Doc. No. 006-02-20170316 Page 2 of 4

 • Key Tasks Required to Implement the
Initiative:

1. Assess current IT service management practices.

2. Develop ITSM policies and procedures.
3. Review and approve ITSM framework.
4. Implement ITSM tools and processes.
5. Train staff on ITSM practices.
6. Monitor ITSM compliance.
7. Update ITSM policies and procedures as needed.
8. Handle incidents and service requests.
9. Conduct regular ITSM audits and reviews.
Explanation

In this ITSM implementation, the IT Service Manager is primarily accountable for the
majority of tasks, ensuring that the ITSM framework is developed, reviewed, approved,
and monitored. The IT Operations Manager is responsible for assessing current
practices and updating policies. Change, Incident, Problem, and Configuration Managers
have specific responsibilities in their respective areas, ensuring smooth implementation
and compliance. The HR Manager is responsible for training staff, while the Compliance
Officer and Security Officer provide necessary oversight and expertise. This clear
definition of roles and responsibilities ensures efficient and effective implementation of
the ITSM framework, leading to better IT service management and governance.

Imam University | CCIS | Doc. No. 006-02-20170316 Page 3 of 4

Imam University | CCIS | Doc. No. 006-02-20170316 Page 4 of 4