RACI MATRIX

IMPLEMENTING
IT SERVICE
MANAGEMENT
(ITSM)
FRAMEWORK
IT GOVERNANCE
 OVERVIEW
1 ITSM 4 KEY TASKS

2 DEFINITION 5 RACI MATRIX

3 KEY ROLES
 ITSM FRAMEWORK
The ITSM (Information Technology Service Management) framework
is a set of practices for managing and delivering IT services to meet
business needs efficiently. It ensures that IT services align with
business goals and include frameworks like ITIL and COBIT.
 DEFINITION
The RACI Matrix clearly outlines the responsibilities and
accountability for each task in the implementation of an IT Service
Management (ITSM) framework. It ensures that all roles are aware of
their specific duties, preventing overlap and confusion.

R (Responsible)
A (Accountable)
C (Consulted)
I (Informed)
 KEY ROLES
Chief Information IT Service IT Operations
Change Manager
Officer (CIO) Manager Manager

Configuration Compliance
Incident Manager Problem Manager
Manager Officer

Security Officer
 KEY TASKS
Assess current IT service Develop ITSM policies and Review and approve ITSM
management practices. procedures. framework.

Implement ITSM tools and Train staff on ITSM

Monitor ITSM compliance.
processes. practices.

Update ITSM policies and Handle incidents and Conduct regular ITSM
procedures as needed. service requests. audits and reviews.
RACI MATRIX
THANK YOU