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RACI matrix for Service Desk Interaction Management

A Responsible, Accountable, Consulted, and Informed (RACI) diagram or RACI matrix is used to describe the roles and responsibilities of various teams or people in delivering a project or operating a process. It is especially useful in clarifying roles and responsibilities in cross-functional/departmental projects and processes. The RACI matrix for Service Desk Interaction Management is shown in the following table.

RACI matrix for Service Desk Interaction Management
Process ID Activity User Service Desk Agent Service Desk Manager

SO 0.1

Self-Service by User

R

I

A

SO 0.2

Interaction Handling

R

R

A

SO 0.3 Interaction Matching and Escalation R R A

SO 0.4

Interaction Closure

R/I

R

A

SO 0.5 Withdraw Interaction R/I R A