Based on the staffing requirements and Service  Engagement Model, the Knowledge Exchange Lead must confirm roles and responsibilities for Knowledge Exchange and develop Roles And Responsibilities Matrices For Knowledge Exchange.

Standard service delivery incorporates Front Office (FO) / Back Office (BO), even where service is provided from a single location. Individuals focused on FO activities tend to have a high level of customer interaction. They understand the Clients’ business processes and how the services support these processes. They can assess the business impact for any changes or problems. Individuals focused in BO activities tend to have a technology focus. They understand at a technical level how services work. They can assess the technical implications of making changes. The location of Knowledge Exchange should be decided based on the Transition Index (TI) of the service. Typically, the services with TI of 1 & 2 can be taken over with only remote Knowledge Exchange. Services with TI of 3 or greater should be targeted for some onsite Knowledge Exchange (if possible).

Knowledge Exchange Recipients, SMEs and other Knowledge Exchange stakeholders  are identified and reflected in the  Roles And Responsibilities Matrices For Knowledge Exchange. Based on the portfolio analysis, the more critical and larger services (TI 3 or above) should ideally be assigned more experienced resources and be targeted for onsite Knowledge Exchange. The less experienced team members can be allocated for TI 1 & 2 services and can be conducted using remote Knowledge Exchange. Management roles will be assigned and these should include all parties involved in the process. Finally the Skills Matrix must be updated with the identified team members.

Typically, the Knowledge Exchange roles would be:

• Knowledge Exchange Lead
• Knowledge Exchange Recipients
• Incumbent Subject Matter Experts (SME)
• Client and client SME
• Trainer (for content development specific to service desk)
• Knowledge Exchange Manager
• Project Management Office (PMO), if any.

The  Roles And Responsibilities Matrices For Knowledge Exchangemust be used to update the Knowledge Exchange Plan. The  Roles And Responsibilities Matrices For Knowledge Exchangeshould be updated as and when any change in the defined roles and responsibilities throughout the Knowledge Exchange.