Clarify an AI Service-Desk Launch
Create outcome-level RACI rows, validate authority and controls, and rehearse normal and exception scenarios.
25 minutes
Scenario
Operations, IT, Security, Legal, Customer Service and a vendor are preparing an AI-assisted service-desk launch. The plan says all teams jointly approve production, consultation has no deadline and nobody owns an urgent rollback.
- Your role
- Programme manager repairing decision and delivery ownership
- Method
- RACI Matrix
Evidence pack
Service authority
The Customer Service director can accept service-release risk within the approved control envelope.
Security gate
Security acceptance is mandatory before production release.
Legal input
Legal advises on customer terms but does not own technical release.
Vendor
The vendor supplies limitations and incident support but has no company decision authority.
Rollback
Operations can execute rollback, but the trigger and decision owner are undocumented.
Delay
Unbounded consultation added eleven working days to the pilot review.
Constraints
- Do not use a letter to invent authority.
- Keep the mandatory security gate separate.
- Define consultation purpose and response time.
Case steps
Work through each prompt using the evidence pack. These guided cases support self-directed practice; server-scored attempts are not available yet.
Define the workflow boundary, roles and five meaningful deliverable or decision rows.
Assign R, A, C and I and explain every A assignment.
Validate security, legal, vendor and segregation-of-duties constraints and repair consultation delay.
Walk a normal launch and urgent rollback; record evidence, escalation and review trigger.