Service Desk Roles and Responsibilities Guide

Author(s): Mahmoud Ramin

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Use the RACI template to determine roles for each service desk initiatives and to build ownership around them. Use the template and replace it with your organization's information.

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Service desk, service desk software, ITSM tool, incident, severity, impact, request, knowledgebase, staffing, categories, catyegorization, prioritization, priorities, escalation, workflow, customer service, project handover, service management, implementation roadmap, IT operations, End user satisfaction, Service support best practice, Roles and responsibilities, Service desk maturity, Shift left strategy, Ticket handling, Incident management, Service request, Knowledge management, Knowledgebase article, Escalation and prioritization, Self-service portal, RACI, Communication, Ownership, Accountable, Responsible, Consulted, Informed
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