The Information Technology Infrastructure Library (ITIL) is the top set of IT practices for IT service management, change management, and incident management. These templates use those practices to help IT track and manage services.
Included on this page, you’ll find the most helpful ITIL templates combined with RACI (responsible, accountable, consulted, informed) responsibilities, so it’s clear which roles and team members are responsible for completing tasks and other project deliverables. They can use an ITIL RACI matrix template, an ITIL incident management RACI matrix, a RACI for ITIL change management template, an ITIL RACI matrix for request fulfillment template, and an ITIL service management RACI template, among others. Plus, find tips for using ITIL RACI templates.
ITIL RACI Matrix Template
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Excel | Google Sheets
This basic ITIL RACI matrix template is the perfect tool to help you and your IT team assign RACI (responsible, accountable, consulted, informed) roles. Enter the IT-specific project deliverable or activity, and the IT team member is responsible for completing each task. There’s room to add who is accountable for the work, who has been consulted on the task, and who has been informed that IT has undertaken the work. Whether you and your team are handling IT service management (ITSM), change management (ITCM), incident management — or some other IT-related service or task — this completely customizable template provides a comprehensive method for assigning IT-personnel roles to each IT help desk request.
For more ITIL templates and other resources, read this article on free ITIL templates.
RACI for ITIL Change Management Template
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Excel | Google Sheets
When performing change management within your IT department, you must accurately assign precise roles and responsibilities for the changes you need to make. IT project managers can use this comprehensive RACI for ITIL change management template to capture scheduled changes and assign those who are responsible, accountable, consulted, and informed (RACI) of the work. For each IT change management (ITCM) task, this unique template enables you to assign change management-specific RACI roles: a change manager, a change owner, a technical representative, the change advisory board (CAB), and the customer.
For details on successful ITIL RACI project planning, read this comprehensive project management guide for everything RACI.
ITIL Incident Management RACI Matrix
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Excel | Google Sheets
Use this ITIL incident management RACI matrix to capture proposed solutions and roles for each IT incident that comes your way. Customize your solutions’ phases (if applicable), create a unique IT task (e.g., installing/configuring computer systems, resolving hardware or software issues, setting up new-hire equipment). Then assign the task to the person who is responsible for completing the work, who is accountable for the work being completed, who has been consulted, and who has been informed.
ITIL Service Management RACI Template
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Excel | Google Sheets
This dynamic ITIL service management RACI template helps IT managers and team members anticipate and record information technology service management (ITSM) help desk request fulfillment. Once an IT manager gathers service-request particulars from internal or external clients and records them in the template, they can assign RACI (responsible, accountable, consulted, and informed) roles for each request within the simple, centralized location that this template offers.
ITIL RACI Template with Gantt Chart
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Excel | Google Sheets
Keep accurate IT help desk request records with this visually rich ITIL RACI template with Gantt chart. Use this customizable template to create IT task categories (e.g., Service Management, Change Management, Incident Management) and then add individual tasks that need completion (e.g., Developer ITCM Strategy, Adopt Incident Models, Define Roles for ITIM). Assign RACI roles to each IT task and the template will add an automatic work breakdown structure (WBS) number for easy tracking. The presentation-ready Gantt chart populates chronologically based on each task’s start and due dates.
ITIL RACI Matrix for Request Fulfillment
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Excel | Google Sheets
Use this ITIL RACI matrix to track IT requests and to assign roles and responsibilities for task fulfillment. The template comes pre-built with standard requested IT tasks and is easily customizable to match your IT department’s needs. This template is a perfect solution for IT teams looking to ensure that each request is proactively assigned to the correct team members for expedient fulfillment.
For details on successful ITIL capacity planning, read this article on everything you need to know about ITIL capacity management.
ITIL RACI Cross-Supplier Template
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Excel | Google Sheets
Designed with IT vendor-management and cross-supplier contract management in mind, this ITIL RACI cross-supplier template helps IT teams accurately record and manage supplier contract details. Assign IT personnel to their various RACI roles to ensure that you have designated who is responsible, accountable, consulted, and informed. This way, it will be clear to all IT team members which individual is ensuring that the supplier’s contract details are fulfilled and that the work is completed.
For details on successful ITIL capacity planning, read the article on everything you need to know about ITIL capacity management.
What Is an ITIL RACI Template?
An ITIL RACI template is a role-responsibility matrix that clarifies team-member roles for each task assigned to IT. An ITIL RACI template offers a framework for IT departments, so that it’s clear who’s responsible for each task.
The Information Technology Infrastructure Library (ITIL) is the main set of IT practices for activities such as IT service management (ITSM), IT change management (ITCM), and IT incident management. As IT departments need a proactive way to track and manage their services, an ITIL RACI template provides a blueprint for structuring your IT service or help desk requests. An ITIL RACI template makes it easy to assign the right team members and roles to complete the deliverables requested.
An ITIL RACI template provides a list of IT-request roles for IT team members, project board members, and other stakeholders. The template helps clarify who is responsible for completing the deliverable, who is accountable for ensuring the deliverable is completed, who has been consulted on the deliverable, and who has been informed that your IT team is undertaking the deliverable.
An ITIL RACI template works as follows:
- Responsible: Use “R” to designate who is assigned to work on the IT deliverable, such as an IT network administrator (e.g., Systems Analyst, IT Coordinator, Network Administrator).
- Accountable: Use “A” to designate who is accountable for the deliverable’s completion, such as a system administrator (e.g., IT Director, Computer Systems Manager).
- Consulted: Use “C” to designate the individual(s) who have been consulted on the deliverable, such as an IT computer systems manager.
- Informed: Use “I” to designate who has been informed that the deliverable has been undertaken by IT, and whose own assignment(s) might depend on the deliverable’s completion, such as an IT quality assurance engineer.
ITIL RACI templates typically include the following components:
- Project: Enter the title of your ITIL RACI project.
- Description: Provide a brief synopsis of the project.
- Project Manager: List the name of the project manager overseeing the ITIL project.
- Phase: Name each phase in your IT project (e.g., Project Planning, Development, Control Phase Activities).
- Task: Add each task under the appropriate phase for your IT project.
- RACI: Assign roles to team members for your ITIL project.
- % of Progress: Provide a percentage of how much work has been done on the task.
- Due Date: Set a date by which the IT task must be completed.
- Status: Provide a status for the IT task (e.g., On Hold, In Progress, Completed).
- Notes: Add any relevant notes pertaining to the IT task that must be completed.
How Are ITIL RACI Templates Different from General RACI Templates?
The difference between ITIL RACI templates and general RACI templates is that general RACI templates offer non-departmental-specific deliverables a team must complete. ITIL RACI templates are based on Information Technology Infrastructure Library (ITIL) practices and include IT-specific deliverables and roles.
A general RACI template allows you to assign generic roles to a project task (which individuals are responsible, accountable, consulted, and informed). In contrast, an ITIL RACI template provides you with IT-specific tasks that must be completed (e.g., request for change) and lists IT-specific roles to assign to the task (e.g., services strategy manager, service design manager, change advisory board).
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