This document discusses roles and responsibilities (RACI) matrices for service management. It defines key service management roles like service manager, service team, and product owner. It explains that a RACI matrix maps roles to tasks to indicate who is responsible, accountable, consulted, and informed for each task. The document provides examples of RACI matrices and recommends that every task have a responsible and accountable party, and that stakeholders are involved in discussing and agreeing to the matrix. It includes an exercise for workshop participants to create their own RACI matrix.

1. SMIG: Hands-On Workshop
Roles & Responsibilities | RACI
Patricia Hswe, The Andrew W. Mellon Foundation
@pmhswe | ph@mellon.org | http://orcid.org/0000-0003-0013-2655

2. Acknowledgments
Because service management is
not individual labor . . .
And much appreciation to the
following:
Carolyn Caizzi, Karen Estlund,
Hannah Frost, Beth Hayes,
Tony Navarrate, Rose Pruyne,
and - last but not least - the
ScholarSphere Service Team at
Penn State & users of
ScholarSphere.
Many thanks to today’s
workshop collaborators -
Kieren Etienne, Amy Neeser
& Ellen Ramsey.

3. Service
management
Service
definition &
strategy
Service support
and provision
(service team)
Service
marketing and
metrics
E.g., manage issues &
problems, address
feature requests, growth
factors.
E.g., create policies,
determine service
delivery & uses, factor in
pilots & innovation.
E.g., promote, measure,
review & improve. How do
findings inform service?
What additional challenges
emerge?
Activities
informing a
service
management plan

4. Service
management
Service
definition &
strategy
Service support
and provision
(service team)
Service
marketing and
metrics
E.g., manage issues &
problems, address
feature requests,
growth factors.
E.g., create policies,
determine service
delivery & uses, factor in
pilots & innovation.
E.g., promote, measure,
review & improve. How do
findings inform service?
What additional challenges
emerge?
Activities
informing a
service
management plan

5. Terms for Roles & Responsibilities
• Project
• Project Manager
• Project Team
• Service
• Service Manager
• Service Team
• Product Owner -
http://agilemodeling.com/essays/
productOwner.htm
• Scrum Master -
http://www.scrumhub.com/what-
does-a-scrum-master-do-all-day/
• Developer
• System Administrator
• Institution Administrator
• Service Lifecycle (covered in
intro)
• RACI Matrix

6. RACI Matrix
What is it
What does it do
How is it beneficial
How is it used

7. Fromhttp://project-management.com/
The
“Doer”
Buck
stops
here
In the
know
Kept in
the
picture

8. For ScholarSphere 1.0

9. How to create a RACI matrix - 1
What are the tasks (functions)
that will need to be done on a
regular basis? What are the
responsibilities?
These tasks go on the left
side of the grid.

10. How to create a RACI matrix - 2
What are all the project roles?
What positions will be doing
which tasks?
Once these are identified,
they become labels for the
top of the grid.

11. RACI Matrix - 3
At what level or intensity -
responsible? accountable?
consulted? informed? - will
these roles be working?
Label R, A, C, or I.

12. Another example of a
RACI matrix, this one
with an “F” for “facilitating
activities.”
From PM: project-
management.com http://project-
management.com/understanding
-responsibility-assignment-
matrix-raci-matrix/.
Thoughts?
Observations?

13. RACI Recommendations
• Every task has an R and an
A.
• Accountability for a task is a
one-person job.
• Following up with
stakeholders is key:
• Share / discuss / agree
before the project or
service.

14. Exercise: Try filling out a RACI matrix
Grid in GoogleSheets:
https://is.gd/raciMatrix
Tip: If you use the above,
copy the file first before
entering roles and
responsibilities.

15. Discussion | Recap
• How did it go?
• Revelations?
• Pain points?
• Key takeaways?
• Other aspects of a
service informed by
RACI? https://is.gd/raciVideo