Guest
Service Desk - RACI matrix
Service Desk Manager - How to work with a RACI model for this job
Assign topic to the user
ISO 20000 DOCUMENTATION TOOLKIT
Step-by-step implementation for smaller companies.
Find out more 
ISO 20000 DOCUMENTATION TOOLKIT
Step-by-step implementation for smaller companies.
Find out more
ISO 20000 DOCUMENTATION TOOLKIT
Step-by-step implementation for smaller companies.
Find out more
Expert
Branimir Valentic
Apr 13, 2018
Answer:
Service Desk's activities are (mainly) related ti Incident Management process. Incident Management has many activities in scope, so for all of the activities you can define RACI. Additionally, Service Desk in involved in Request Fulfillment process which is also full of activities that can be defined from RACI point of view.
Article "ITIL / ISO 20000 RACI matrix – How to use it to clarify responsibilities" https://advisera.com/20000academy/blog/2016/01/12/itil-iso-20000-raci-matrix-how-to-use-it-to-clarify-responsibilities/ can help you with RACI. Some other articles can help you to learn about Incident Management and Request Fulfillment activities:
"ITIL Incident Management" https://advisera.com/20000academy/knowledgebase/itil/-incident-management/
"ITIL Request Fulfillment: a quick win for customer satisfaction" https://advisera.com/20000academy/blog/2013/08/28/itil-request-fulfillment-quick-win-customer-satisfaction/
Comment as guest or Sign in
Apr 12, 2018
Apr 12, 2018
Apr 12, 2018