2. What is ITIL ?
Framework of Best Practices
Founded by OGC (Office of Government Commerce), UK
IT Service Continuity
3. Incident Management
Any event which is not part of
standard operation and may cause
and interruption/reduction in
quality of service.
4. Incident Management - Parameters
5. RACI Model
Responsibility - Person responsible for executing the task. Should be atleast 1.
Accountability - Person accountable for the task. Should be atleast and utmost 1.
Consulted - Person consulted for advice or know-how.
Informed - Person informed about the whereabouts and updated on status.
This is a tool for assigning four key roles to any important task or activity.
6. Example for RACI Model
Developer TeamLead Functional Manager
Gathering business requirements
I R/A C
Development and requirement
R A C I
Testing and documentation R R/A C I
Project planning and management I R R A
7. Questions ?
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