What does the acronym RACI stand for in Service Operation?

The acronym RACI stands for Responsible, Accountable, Consulted, and Informed. This framework is widely used in project management and service operations to clarify roles and responsibilities within a team or organization.

In the context of Service Operation, RACI helps ensure that everyone understands their specific roles in service delivery and incident management. Each term in RACI plays a crucial part:

• Responsible identifies who is actually doing the work or executing the task. This is the person or group that is tasked with completing the activity.

• Accountable refers to the individual who is ultimately answerable for the correct and thorough completion of the task. This is often a higher-level position that oversees the outcome of the work.

• Consulted denotes those who must be consulted before a decision or action is taken. These usually include subject matter experts whose input may be needed to provide insight.

• Informed represents those who need to be kept updated on progress or decisions made but do not need to be involved in discussions or decision-making.

Using the RACI model in Service Operation enhances communication, minimizes confusion around responsibilities, and improves operational efficiency, facilitating better service delivery and customer satisfaction.