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ITIL :: View topic - RACI for Problem Management
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RACI for Problem Management

 
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Oyeeeee
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PostPosted: Thu Jul 24, 2008 4:54 am    Post subject: RACI for Problem Management Reply with quote

Has anyone created a RACI chart for Problem Management and would like to share please.

Thanks
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UKVIKING
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PostPosted: Thu Jul 24, 2008 6:59 am    Post subject: Reply with quote

COBit has a RACI Chart for ITIL

Go to the ISACA web site and download the COBIT Mapping to ITIL

There is one in that

besides

a RACI chart also depends on the org structure
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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Oyeeeee
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PostPosted: Thu Jul 24, 2008 11:40 pm    Post subject: Reply with quote

UKVIKING wrote:
COBit has a RACI Chart for ITIL

Go to the ISACA web site and download the COBIT Mapping to ITIL

There is one in that

besides

a RACI chart also depends on the org structure



Thanks John, I tried gettng that document from the ISACA site, but the document is available to members only Sad
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UKVIKING
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PostPosted: Fri Jul 25, 2008 1:48 am    Post subject: Reply with quote

there is a level of free membership and paid membership

if i recall the mapping is for membership - both
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IceCreamMan
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PostPosted: Tue Jun 09, 2009 7:02 pm    Post subject: Reply with quote

Dredging this thread up again ,apologies.

We are in the process of finalising the RACI for Problem Managment in the organisation i work for. An interesting question has been posed:

Is it possible to have 2 different individuals responsible for the same task?

Cheers
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Diarmid
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PostPosted: Tue Jun 09, 2009 9:51 pm    Post subject: Reply with quote

IceCreamMan wrote:
Is it possible to have 2 different individuals responsible for the same task?


Of course it is. It happens all the time. It has the benefit to management that they can pick and choose which one (or both) to sack when it goes wrong. Of course it means that people have to send out two emails when enquiring about progress or reporting back on work done.

I'm guessing you mean two instances of the same task?
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IceCreamMan
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PostPosted: Wed Jun 10, 2009 5:42 pm    Post subject: Reply with quote

Diarmid wrote:
IceCreamMan wrote:
Is it possible to have 2 different individuals responsible for the same task?


Of course it is. It happens all the time. It has the benefit to management that they can pick and choose which one (or both) to sack when it goes wrong. Of course it means that people have to send out two emails when enquiring about progress or reporting back on work done.

I'm guessing you mean two instances of the same task?



Same instance same task. ie can the problem investigator and the problem assignee both be responsible to deliver the required work needed?
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Diarmid
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PostPosted: Wed Jun 10, 2009 6:15 pm    Post subject: Reply with quote

IceCreamMan,

I'll drop the irony.

Responsible to whom?

People can only be responsible for the work they are required to do and to whomsoever legitimately requires it of them. So the investigator cannot be responsible for the work the assignee does, unless the assignee is doing it for the investigator and then the assignee is only responsible to the investigator. And even then only if that is a legitimate commissioning/supervisory relationship.

Why would you want confusion?
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jpgilles
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PostPosted: Fri Jun 19, 2009 2:45 am    Post subject: Reply with quote

2 people responsible for the same thing: I like it...see below

"This is a little story about four people named Everybody, Somebody, Anybody, and Nobody.

There was an important job to be done and Everybody was sure that Somebody would do it.

Anybody could have done it, but Nobody did it.

Somebody got angry about that because it was Everybody's job.

Everybody thought that Anybody could do it, but Nobody realized that Everybody wouldn't do it.

It ended up that Everybody blamed Somebody when Nobody did what Anybody could have done
."
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inrepose
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PostPosted: Fri Jun 19, 2009 6:43 am    Post subject: Reply with quote

I would call them a team. That way you get one single entity responsible.

Just make sure they don't go on holiday at the same time Smile
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asrilrm
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PostPosted: Fri Jun 19, 2009 10:33 am    Post subject: Reply with quote

Laughing Laughing
Adam and Eve are the parents of Everybody (probably Somebody and Anybody as well)
I wonder who the hell are the parents of Nobody?
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Ed
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PostPosted: Fri Jun 19, 2009 5:38 pm    Post subject: Reply with quote

asrilrm wrote:
Laughing Laughing
Adam and Eve are the parents of Everybody (probably Somebody and Anybody as well)
I wonder who the hell are the parents of Nobody?


Thats easy 'No-One'
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Ed
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HumanAfterAll
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PostPosted: Thu Sep 24, 2009 8:19 pm    Post subject: Reply with quote

Typical steps in a RACI process:
[size=9]
1. Identify all of the processes / activities involved and list them down the left hand side of the chart.
2. Identify all of the roles and list them along the top of the chart.
3. Complete the cells of the chart: identify who has the R, A, S, C, I for each process.
4. Every process should preferably have one and only one “R” as a general principle. A gap occurs when a process exists with no “R” (no role is responsible), an overlap occurs when multiple roles exist that have an “R” for a given process.
5. Resolve Overlaps - Every process in a role responsibility map should contain one and only one “R” to indicate a unique process owner. In the case of multiple “R”s, there is a need to “zoom in” and further detail the sub processes associated with “obtain resource commitment” to separate the individual responsibilities.
6. Resolve Gaps - The simpler case to address is the resolution of a gap. Where no role is identified that is “responsible” for a process, the individual with the authority for role definition must determine which existing role is responsible or new role that is required, update the RASCI map and clarify with the individual(s) that assume that role.

[NO LINKS PLEASE]

I've completed a RACI for problem management and would welcome sharing with others to see comparisons etc.
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