The RACI matrix, the service review and the agreed targets — three native Confluence macros, instead of a spreadsheet, a document and someone’s inbox. The RACI matrix can start from any of 34 practice templates. Free, no OAuth scopes, and nothing stored outside the page.
Not listed yet — it goes to the Atlassian Marketplace once it has passed review. The button opens your own mail client.
RACI matrices, service reviews and service level targets, built into your Confluence pages, not bolted on.
Every screenshot here is a real render of the app’s own code, drawn with the same Atlassian components Confluence uses. People, services and figures are fictional. What that does and does not guarantee
If you run service reviews, a RACI matrix, a review record and a set of agreed targets already exist — usually as three inconsistent documents scattered across a wiki, a spreadsheet and someone’s inbox.
Built in a workshop, exported to a spreadsheet, pasted into a page as an image. Six months later nobody can edit it and nobody trusts it.
Whoever chaired it chose the headings. Comparing Q1 with Q3 means reading both in full, and the actions live in a different document again.
Four hours to resolve — but four hours of what? The argument arrives at the worst possible moment, which is during the incident.
Native Confluence macros — not an embedded app, not a screenshot of a spreadsheet. They are edited in Confluence, versioned by Confluence, and exported by Confluence.
Start from any of 34 practice templates or a blank grid: one column per role, one row per activity — and a warning the moment two roles are accountable for the same thing.
The monthly or quarterly review, written up the same way every time: RAG status, KPIs against target, risks, and actions with owners.
What was actually agreed: the kind of agreement, the hours, the response and resolution targets, and the clock each one runs to.
A RACI (or RASCI) matrix that can start from any of 34 practice templates, with advisory validation: it warns when accountability is missing or shared, but never blocks you from saving a matrix mid-workshop.
Three of the seven things it says out loud, none of which stop you saving:
A structured service review record with RAG status, a KPI table and improvement actions that track owner, due date and status, shown as overdue against each reader’s own local date.
Three of the six gaps it names while the meeting is still in the room:
Service level targets by priority, with service hours and support hours as separate fields, so what is agreed and what is disputed are no longer the same conversation.
Three of the four arguments it settles now rather than during the incident:
Service owners, service delivery managers, change managers, and ITSM or SIAM process owners who document services and governance in Confluence.
You read pages that contain these macros. You did not configure any of them, and you should not have to.
You own a process or an ITIL 4 practice, and you have to show who does what.
You chair the monthly or quarterly review, and you write it up afterwards.
You agree service levels, and then you have to defend them.
You decide what gets installed, and you answer for it afterwards.
Each one follows a single role end to end — from inserting their first macro to maintaining what they built a year later.
There is no server, no database and no network call to assess. The app runs entirely on Atlassian’s infrastructure, and everything typed into a macro stays in the page it was typed onto.
permissions.scopes is an explicit empty list
Four limits worth knowing before you install rather than after. The full list, with the reasoning behind each one, is on the features page.
Each macro instance stands alone. There is no roll-up of every RACI in a space — doing it properly would mean asking for permission to read your pages, and that permission is exactly what makes this app easy to approve.
The configuration dialogs were built for a desktop screen, and filling one in on a phone is unpleasant. Reading is fine: the rendered macros are responsive and read well in the Confluence mobile app.
The macros supply well-formed content, sized for a portrait page — a RACI matrix too wide for its role names is exported with initials and a key. How the PDF or Word file lays it out is Confluence’s rendering, not this app’s.
Macro configuration is not opted into the search index, so text inside a macro is not expected to appear in search results. That also means a search for a person’s name can miss a review record that names them. Not yet verified on a live site.
ITSM Ltd is a UK service architecture practice. These three macros are the shape of that work, made small enough to give away. If they are useful, install them and never speak to us.
One install by a site administrator, then nothing: no app permission to manage, no accounts to create, no licence to renew, and no change in cost at any number of users.
Not listed yet: it goes to the Atlassian Marketplace as a free app once it has passed review. The button opens your own mail client. You hear once, on the day it lists, and never again. What is in 2.7.0
Need this shaped to your organisation — the practices, the roles, the reporting line? That is what ITSM Ltd does for a living.