Process flows and RACI

In order to fully understand an authority matrix we must first begin with an example of a high-level process flow diagram. As an example see Figure 6.2 for a high-level process flow for Change Management.

Figure 6.2 Change Management high-level process flow

Each of the major activities is then expanded into a detailed flow of specific procedures, tasks and work instruction s. As an example, the fourth major activity (Authorize Change) is expanded in Figure 6.3.

Figure 6.3 Change Management detailed process flow example: change authorization

Utilizing the detailed Change Management process flow shown in Figure 6.2, an example authority matrix is created based on the RACI model to illustrate the linkage between many of the roles we have discussed, the detailed procedures, and the level of responsibility assigned to each role in the successful execution of the procedure and, moving up, the process.

Process Roles

Customer

Change Sponsor

Service Desk

Change Manager

Change Coordinator

CAB

CAB/EC

Change Builder

Change Tester

IT Management Board

Business Executive Board

Flow #

Activity within process

1.0

Change Manager determines level of risk

C

C

C

R/A

C

1.1

Level 4 – Standard change Local authorization

C

R/A

I

1.2

Level 3 – affects only local or service groups RFC to CAB for assessment

C

R/A

C/I

1.3

Level 2 – affects multiple services or organizational divisions RFC to IT Management Board for assessment

C

R/A

C

C/I

1.4

Level 1 – high-cost/high-risk change RFC to Business Executive Board for assessment

C

R/A

C/I

2.0

Endorsed? Yes – go to 2.1 No – go to 3.1

R/I

I

2.1

CAB members estimate impact and resources, confirm priority, schedule changes

A

R

C

3.0

Authorized? Not authorized – go to 3.1 Authorized – go to 3.2

I

I

I

A

I

R

3.1

RFC rejected and closed (Initiator informed with a brief explanation of why it was rejected)

I

I

A

R

I

I

3.2

Change builder builds change, devises back-out and testing plan s

I

I

I

C

A/R

I

Legend

R = Responsible

Responsible for executing the task

A = Accountable

Accountable for the final result

C = Consulted

Consulted about the task to provide additional information

I = Informed

Needs to be kept up-to-date on activities/tasks

Table 6.10 RACI matrix – sample Change Management authority matrix based on process flow

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