Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

In a RACI matrix, if a support analyst has a 'C' and 'R' against their name for incident management, what does this signify?

1. They are the customer contact and are responsible

2. They will need to be consulted and are responsible

3. They will need to be consulted and are retained

4. They will need to be communicated to, and are registered

The correct answer is: They will need to be consulted and are responsible

In a RACI matrix, the letters represent different roles in a process or project: Responsible, Accountable, Consulted, and Informed. When a support analyst has a 'C' (Consulted) and 'R' (Responsible) next to their name for incident management, it indicates that they are directly involved in the execution of tasks related to incident management, as they are responsible for carrying out specific actions. Being 'C' signifies that they need to be consulted about certain aspects or decisions related to the incident management process. This role typically involves providing input, opinions, or expertise necessary for effective task execution. Thus, their combined roles mean they will not only take action (as they are responsible) but will also provide valuable insights when called upon. This dual involvement enhances collaboration and ensures that the tasks are performed effectively while considering relevant stakeholders' perspectives. Other options do not accurately reflect the roles. For instance, being described merely as a customer contact or simply retained does not encompass the full responsibilities nor the consultative aspect required in this scenario.