Open your Service Transition v3 books, turn to page 166 and you see table 5.3 “example of RACI matrix for managing change“.

Notice how the change enabler can be either a process owner or a service owner. This table doesn’t make it entirely clear to the reader at first sight that these two roles are considerably different. Therefore, when I created this table, I duplicated this Change Enabler to be either a process owner or a service owner with their own defined rules.

RACI = Responsible, Accountable, Consulted and Informed.

Referenced in Service Design & Continual Service Improvement.  Its a model used to help define roles and responsibilities.

Responsible:  the person or people responsible for getting the job done.
Accountable: the person who is accountable for each task (can only be one person).
Consulted: The people who are consulted and whose opinions are sought.
Informed: the people that are kept up-to-date on progress.

For example:-   The PROCESS OWNER is responsible for their proccesses and the SERVICE OWNER is accountable for a specific service.

V3 exam question:

A Service Owner is responsible for which of the following?

1. Continual Improvement of the service
2. Designing and documenting a service
3. Carrying out the Service Operations activities needed to support a service
4. Producing a Balanced Scorecard showing the overall status of all services