RACI Methodology and BPM. • The Business Process Model. • The Integration of Knowledge Mapping into Existing Business Processes. Case Study 


It is said that processes are perfect…until people get involved. This saying comes from the perceived failure of processes in many organizations, which can frequently be attributed to misunderstandings of the people involved and a lack of clarity regarding the roles and responsibilities that exist.

A useful tool to address this issue, assisting the definition of the roles and responsibilities when designing processes, is the RACI Model. RACI stands for:

R – Responsibility (actually does the work for that activity but reports to the function or position that has an “A” against it.)

A – Accountability (is made accountable for ensuring that the action takes place, even if they might not do it themselves. This role implies ownership.)

C – Consult (advice/ guidance/ information can be gained from this function or position prior to the action taking place.)

I – Inform (the function or position that is told about the event after it has happened.)

A RACI Model is used to define the roles and responsibilities of various Functions in relation to the activities of Incident Management.

General Rules that exist:

  • Only 1 “A” per row can be defined (ensures accountability, more than one “A” would confuse this).
  • At least 1 “R” per row must be (shows that actions are taking place), with more than one being appropriate where there is shared responsibility.

In the example RACI model given, the Service Desk is both responsible and accountable for ensuring that incidents are logged and classified, but not responsible for the subsequent investigation, which in this case will be performed by other functional teams.

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