How to Create a RACI Matrix in ServiceNow (Step-by-Step Guide)

When it comes to complex workflows, cross-functional initiatives, and change management, ServiceNow is one of the most powerful platforms out there. But if you’re managing large-scale projects, one of the key things you need is clarity around roles.

That’s where the RACI matrix comes in.

RACI—short for Responsible, Accountable, Consulted, and Informed—is a framework that helps teams eliminate ambiguity and assign clear ownership across any initiative. And while ServiceNow doesn’t offer native RACI features, you can create a RACI matrix inside the platform with a few smart configurations.

Let’s walk through how to do it—and then we’ll show you an easier, more dynamic alternative using ezRACI.

✅ Step 1: Understand Your Use Case for RACI in ServiceNow

Start by defining where you want to apply RACI in ServiceNow. Typical use cases include:

• Change management workflows

• Incident resolution processes

• Problem or risk management

• ITSM or ITOM project ownership

• Governance, risk, and compliance (GRC) initiatives

Once you’ve picked the process, you’re ready to customize.

✅ Step 2: Extend the Table or Create a Custom Form

To track RACI roles in ServiceNow, you’ll need to extend an existing table (like Change Request, Project, or Task) or create a custom table with RACI-specific fields.

Go to System Definition > Tables

• Extend the table you want to use

• Add four new fields (type: Reference or List of users):

  • Responsible

  • Accountable

  • Consulted

  • Informed

Alternatively, you can create a dedicated RACI table and link it to other records via a reference field, if you want to manage matrices centrally.

✅ Step 3: Add RACI Fields to Your Form Layout

Navigate to the Form Designer to display your new RACI fields on the record view:

• Drag and drop the Responsible, Accountable, Consulted, and Informed fields into the appropriate section of your form layout

• Save and test visibility permissions if needed

Now, every time a new change request or task is created, users can define RACI roles directly within the record.

✅ Step 4: Use Workflows or Notifications to Trigger RACI Updates

To make your matrix useful, you’ll want to keep stakeholders looped in. Here’s how:

• Use Flow Designer or Business Rules to send notifications to “Informed” users when a record is updated

• Create approval steps for “Accountable” users

• Notify “Consulted” users before major decisions are made

This ensures that everyone knows their role—and nothing falls through the cracks.

✅ Step 5: Create Dashboards or Reports to Visualize RACI Data

Once you have RACI data across your records, you can use Performance Analytics or standard List Reports to analyze patterns:

• Which users are overloaded with “Responsible” tasks?

• Are “Accountable” stakeholders consistently approving changes?

• Who’s in the loop—or left out?

While the visibility isn’t matrix-style, ServiceNow does give you powerful reporting once your data is structured.

😵‍♀️ But Here’s the Catch: It’s Not Exactly Seamless

Let’s be real. Creating a RACI matrix in ServiceNow is possible—but it’s not effortless. You’re customizing tables, editing forms, and writing workflows just to do something that should be... simple.

That’s why teams looking for faster, clearer, and more collaborative RACI management are turning to a dedicated solution.

🚀 The Easier Way: Build a RACI Matrix Instantly with ezRACI

Instead of hard-coding RACI into every workflow, ezRACI lets you build visual, dynamic RACI boards in seconds—with templates tailored for ITSM, GRC, and project management.

Here’s what makes eazy-racey better:

✅ Drag-and-drop RACI boards
✅ One-click templates for change requests, incident triage, and risk reviews
✅ Real-time collaboration inside Slack or Microsoft Teams
✅ Shareable with internal and external teams
✅ Optional integration with ServiceNow and other platforms
✅ No coding or custom forms required

You can manage your RACI in one place—and connect it to ServiceNow if needed.

✨ Final Thoughts

If you’re already using ServiceNow, creating a RACI matrix can add real structure to your workflows. But if you're looking for a more intuitive and visual way to manage responsibility across projects and teams, ezRACI is the better tool for the job.

You’ll spend less time managing forms—and more time driving accountability.

👉 Learn more and try it out today at www.ezraci.com