ESP RACI Chart

A successful ITSM training program requires more than scheduling sessions, it should start with an Education Strategy Plan (ESP) that includes cross-functional coordination, role clarity, and strategic alignment. To support your planning efforts, we will gladly co-create a tailored RACI chart that outlines key responsibilities across stakeholders. We believe RACI is a key component to a successful ESP. What is a RACI? The RACI model ensures every task is assigned appropriately by designating roles as: Responsible: The person(s) who do the work Accountable: The person ultimately answerable for the results Consulted: Subject matter experts or contributors who provide input Informed: Those who need updates, but are not directly involved Why It Matters Using this model, we help you: Align stakeholders from day one Ensure accountability for every training activity Improve communication across IT, L&D, and leadership Drive better adoption and long-term ROI from training We've provided a sample chart on page 2 of this document, which includes: Assess ITSM maturity and skill gaps Define education goals and success criteria Map training to roles and responsibilities Deliver and reinforce ITIL training Measure outcomes and adjust the strategy Reach out to us if you would like a client-customized RACI chart (Excel) that becomes the blueprint for your ITSM/ITIL training program, adaptable to your environment and governance structure. Great training starts with great planning. Together, let’s build the foundation for ITSM success. See Page 2 for a sample RACI Chart of ITSM/ITIL Education Plan +1-954-491-3442 https://itsmacademy.com info@itsmacademy.com ITSM Education Strategy Planning: RACI Framework Activity Executive Leadershp IT Service Owner Service Desk / Tier 1 Assess ITSM capability & maturity A R C Define service goals & success measures A R C Establish common service definiitions A R C Align roles to service delivery A R C Intake & demand management I A R Incident Management I A R Service Request Fulfillment I A R Problem Management I A C Change Enablement I A C Knowledge Management I A R Measurement & continual improvement A R C L2 / L3 Support ITSM Process Owner C R C R C R C R C R R R R R R R R R C R C R An Example... RACI Chart of ITSM/ITIL Education Strategy Plan (ESP)