To illustrate the participation of the ITIL roles in the various ITIL processes, the ITIL Process Map includes a complete Responsibility Matrix, following the commonly known RACI (Responsible, Accountable, Contribution, Informed) model.

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Highlights: The ITIL RACI Matrix

Our ITIL RACI Matrix comes in different formats, depending on the product platform: the Visio™ and iGrafx® versions of the ITIL Process Map contain a RACI Matrix in the form of an Excel table - this makes it easy for you to adapt the matrix to the specific needs of your organization.

The ARIS™ version contains an ARIS RACI Matrix which updates automatically when roles are added to or removed from the process diagrams.


Setting filters on one or several columns allows you to easily create views of the ITIL RACI Matrix showing the responsibilities for specific roles only.

The process names in the left-hand column and the role names in the top row of the ITIL RACI Matrix are configured with pop-up comments – which gives you instant access to brief process and role descriptions. If you need to know more about a process, a mouse-click will take you to the corresponding process diagram of the ITIL Process Map.

For a good first impression, take a look at our video on the ITIL RACI Matrix (2:12 min).

Demo ITIL RACI Matrix


The RASCI Matrix – an Extension to the RACI Model

The ITIL Process Map uses a RASCI matrix to assign responsibilities to processes. RASCI is an extended variant of the commonly known RACI model, which defines the following responsibilities:


More about RACI Matrices

A RACI Matrix, also known as Responsibility Assignment Matrix (RAM), describes the participation by various roles in completing tasks or deliverables for a business process. It is especially useful in clarifying roles and responsibilities in cross-functional processes.

The matrix is typically created with a vertical axis (left-hand column) of processes, and a horizontal axis (top row) of roles - as illustrated in the image above of the ITIL Process Map’s RACI Matrix.

There is a distinction between a role and individually identified people: a role is a descriptor of an associated set of tasks; may be performed by many people; and one person can perform many roles. For example, an organization may have 10 people who can perform the role of Project Manager, although traditionally each project only has one Project Manager at any one time; and a person who is able to perform the role of Project Manager may also be able to perform the role of Test Manager.


Additional Information

Versions The ITIL process model and the ITIL RACI Matrix are available for several platforms, including Visio, IDS Scheer's ARIS, and iGrafx Flowcharter/ Process. For more details, select your preferred platform from our overview of the different versions.



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