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Operating Accountability

RACI matrix for common CM workflows.

Use this page to identify who owns the work, who approves it, who must be consulted, and who needs visibility.

Workflow RACI

WorkflowResponsibleAccountableConsultedInformed
New customer implementationSolutions, PMOPMOGTM, CS, SMS, InfraManagement, Finance
Production support incidentSMSSMS LeadSolutions, Infra, CSPMO, Management, customer stakeholders
Access provisioningPeople & Culture, InfraRequesting managerSecurity owner, system ownerFinance, PMO when project-related
Customer health reviewCustomer SuccessCS LeadSMS, PMO, GTM, SolutionsManagement, account team
Commercial proposalGTMGTM LeadSolutions, Finance, ManagementPMO, CS
Monthly financial closeFinanceFinance LeadPMO, GTM, ManagementTeam leads
Architecture changeSolutions, InfraSolutions LeadSMS, PMO, CSManagement, affected users
Policy or operating-model updateManagementExecutive ownerTeam leads, People & CultureAll teams

R

Responsible: does the work and coordinates completion.

A

Accountable: final owner for the decision or outcome.

C

Consulted: provides required input before completion.

I

Informed: receives updates after progress or decisions.