Microsoft Managed Desktop RACI matrix

2023-05-02

Product and service RACI matrix

Microsoft Entra ID

Microsoft Managed Desktop reactive operations	You	Microsoft Managed Desktop IT Ops
Directory management	R-A-C	I
Group membership management	R-A-C-I	-
Deployment ring membership management	R-A-C-I	-
Deployment ring creation	C-I	R-A
Group creation	R-A-C	I
Group removal	R-A-C	I
Modern Workplace service account management	C-I	R-A

App Assure

The content of App Assure is restricted to only Microsoft Managed Desktop registered devices whenever they're impacted.

For global App Assure issues independent of Windows 10/11 Pro/Enterprise management (Microsoft Managed Desktop or otherwise), consult App Assure with Microsoft FastTrack.

Microsoft

Microsoft Managed Desktop reactive operations	You	Microsoft Managed Desktop IT Ops
Compatibility management	R-C-I	A
Issue investigation and remediation	C-I	R-A

Independent software publisher

Microsoft Managed Desktop reactive operations	You	Microsoft Managed Desktop IT Ops
Compatibility management	R-C-I	A
Issue investigation and remediation	C-I	R-A

Customer line of business

Microsoft Managed Desktop reactive operations	You	Microsoft Managed Desktop IT Ops
Compatibility management	R-C-I	A
Issue investigation and remediation	C-I	R-A

Driver management

Microsoft hardware

Microsoft Managed Desktop reactive operations	You	Microsoft Managed Desktop IT Ops
Issue detection	R-C-I	A
Issue investigation	C-I	R-A
Remediation	C-I	R-A

OEM hardware

Original Equipment Manufacturer (OEM) partner team remediates drivers as hardware is OEM owned. Microsoft offers drivers if published to Windows Update.

Microsoft Managed Desktop reactive operations	You	Microsoft Managed Desktop IT Ops
Issue detection	R-C-I	A
Issue investigation	C-I	R-A
Remediation	R-A*	C-I

Exceptions

Microsoft Managed Desktop reactive operations	You	Microsoft Managed Desktop IT Ops
Exception request creation	R-A-I	C
Exception approval	I	R-A-C
Solution definition	C-I	R-A
Enforcement	R-A	C-I
Deprecation	C-I	R-A
Approval revocation	A-C-I	R

Log collection

Microsoft Managed Desktop reactive operations	You	Microsoft Managed Desktop IT Ops
Device availability	R-A	C-I
Analysis	C-I	R-A
Personal data management	C-I	R-A
Data disposal and deletion	C-I	R-A

Microsoft Apps for enterprise

Microsoft 365 Apps for enterprise suite defined in the table: Word, Excel, PowerPoint, Outlook, OneNote, Access, Teams, and Publisher.

Microsoft Managed Desktop reactive operations	You	Microsoft Managed Desktop IT Ops
Deployment	C-I	R-A
Enforcement	I	R-A-C
Deployment ring management	R-A-C-I	-
Issue detection	R-A	C-I
Troubleshooting and remediation	C-I	R-A

Microsoft Intune

Microsoft Managed Desktop reactive operations	You	Microsoft Managed Desktop IT Ops
Platform management	R-A	C-I
Service availability	I	R-A-C
Service stability	I	R-A-C
Application deployment enforcement	C-I	R-A
Profile enforcement	C-I	R-A

Security baseline management

Microsoft Managed Desktop reactive operations	You	Microsoft Managed Desktop IT Ops
Definition	I	R-A-C
Enforcement	I	R-A-C
Remediation	C-I	R-A

Device enrollment workflow

Microsoft Managed Desktop reactive operations	You	Microsoft Managed Desktop IT Ops
Definition	I	R-A-C
Enforcement	R-A	C-I
Remediation	C-I	R-A

Device retirement workflow

Microsoft Managed Desktop reactive operations	You	Microsoft Managed Desktop IT Ops
Definition	I	R-A-C
Enforcement	R-A	C-I
Remediation	C-I	R-A

Windows 10/11

Supported areas for functionality, but not client data include:

Windows Kernel
Windows customizations enforced by Microsoft Managed Desktop
Security Baseline
Compliance
BitLocker
Performance Analysis Objects
Microsoft Edge
OneDrive
Quick Assist

Platform experience

Microsoft Managed Desktop reactive operations	You	Microsoft Managed Desktop IT Ops
Reliability, Stability	I	R-A-C
Accessibility	R-A-C	I

Update management

Microsoft Managed Desktop reactive operations	You	Microsoft Managed Desktop IT Ops
Definition	I	R-A-C
Enforcement	R-A	C-I
Remediation	C-I	R-A

Platform security configuration

Microsoft Managed Desktop reactive operations	You	Microsoft Managed Desktop IT Ops
Definition	I	R-A-C
Enforcement	R-A	C-I
Remediation	C-I	R-A

Microsoft Managed Desktop Windows image

For more information, see Universal image.

Microsoft Managed Desktop reactive operations	You	Microsoft Managed Desktop IT Ops
Definition	I	R-A-C
Customization	R-A	C-I
Hardware readiness	R-A	C-I

Maintenance

Microsoft Managed Desktop reactive operations	You	Microsoft Managed Desktop IT Ops
Issue reporting	R-A	C-I
Remediation	C-I	R-A

Workplace profiles

Workplace profiles mainly consist of Cloud printer addition/removal, network drives addition/removal and allow/block list profiles.

Cloud printer

Microsoft Managed Desktop reactive operations	You	Microsoft Managed Desktop IT Ops
Request	R-A	C-I
Solution definition	C-I	R-A
Enforcement	R-A	C-I
Remediation	C-I	R-A

Network drive

Microsoft Managed Desktop reactive operations	You	Microsoft Managed Desktop IT Ops
Request	R-A	C-I
Solution definition	C-I	R-A
Enforcement	R-A	C-I
Remediation	C-I	R-A

Allow/Blocklist

Microsoft Managed Desktop reactive operations	You	Microsoft Managed Desktop IT Ops
Request	R-A	C-I
Solution definition	C-I	R-A
Enforcement	R-A	C-I
Remediation	C-I	R-A

Deployment scheduling

For more information, see Software update management.

Microsoft Managed Desktop reactive operations	You	Microsoft Managed Desktop IT Ops
Planning	C-I	R-A
Communication	I	R-A-C

Monthly configuration and security baseline deployment

Microsoft Managed Desktop revises our service driven configuration on a monthly basis, as such certain settings and values will be included and changed.

Microsoft Managed Desktop reactive operations	You	Microsoft Managed Desktop IT Ops
Definition	I	R-A-C
Deployment	I	R-A-C
Communication	I	R-A-C

Windows 10/11 conditional access authentication failures and deviations

Microsoft Managed Desktop monitors spikes of un-approved authentications attempts from Microsoft Managed Desktop devices.

Microsoft Managed Desktop reactive operations	You	Microsoft Managed Desktop IT Ops
Monitoring definition	-	R-A-C-I
Remediation	I	R-A-C

Windows 10/11 device health signals

Health signals include kernel crashes.

Microsoft Managed Desktop reactive operations	You	Microsoft Managed Desktop IT Ops
Monitoring definition	-	R-A-C-I
Automated remediation	I	R-A-C
Customer driven remediation	R-I	A-C
Verbose data collection/disposal	C-I	R-A

Windows 10/11 storage encryption status

Microsoft Managed Desktop reactive operations	You	Microsoft Managed Desktop IT Ops
Monitoring definition	-	R-A-C-I
Remediation	I	R-A-C

Windows 10/11 update health signals

Microsoft Managed Desktop reactive operations	You	Microsoft Managed Desktop IT Ops
Monitoring definition	-	R-A-C-I
Remediation	I	R-A-C

Service RACI matrix

Device profiles

For more information, see Device profiles.

Sensitive device profile

Microsoft Managed Desktop ongoing solution administration/maintenance	You	Microsoft Managed Desktop IT Ops
Definition	I	R-A-C
Enforcement	I	R-A-C
Device allocation to profile	R-A-C-I	-

Standard device profile

Microsoft Managed Desktop ongoing solution administration/maintenance	You	Microsoft Managed Desktop IT Ops
Definition	I	R-A-C
Enforcement	I	R-A-C
Device allocation to profile	R-A-C-I	-

Power user device profile

Microsoft Managed Desktop ongoing solution administration/maintenance	You	Microsoft Managed Desktop IT Ops
Definition	I	R-A-C
Enforcement	I	R-A-C
Device allocation to profile	R-A-C-I	-

Kiosk device profile

Microsoft Managed Desktop ongoing solution administration/maintenance	You	Microsoft Managed Desktop IT Ops
Definition	I	R-A-C
Enforcement	I	R-A-C
Device allocation to profile	R-A-C-I	-

Shared device profile

Microsoft Managed Desktop ongoing solution administration/maintenance	You	Microsoft Managed Desktop IT Ops
Definition	I	R-A-C
Enforcement	I	R-A-C
Device allocation to profile	R-A-C-I	-

Exceptions management

Microsoft Managed Desktop assesses and decides if active exceptions are compliant to our monthly baseline or if they conflict with our service offering security standards. For more information, see Exceptions to the service plan.

Microsoft Managed Desktop ongoing solution administration/maintenance	You	Microsoft Managed Desktop IT Ops
Planning	-	R-A-C
Decision management	I	R-A-C
Deprecation communication	I	R-A
Deprecation enforcement	R-A-C	I

Incident management

For more information, see Submit a support request.

Microsoft Managed Desktop ongoing solution administration/maintenance	You	Microsoft Managed Desktop IT Ops
Incident creation	R-A	C-I
Management and resolution of incidents	C-I	R-A
Admin contact(s) maintenance	R-A	C-I
Incident management/resolution through collaboration with other Microsoft technology teams	C-I	R-A
Major Incident Management and Post Incident Review (PIR)	C-I	R-A

Change and release management

For more information, see Change management.

Microsoft Managed Desktop ongoing solution administration/maintenance	You	Microsoft Managed Desktop IT Ops
Planning	I	R-A-C
Risk assessment	I	R-A-C
Deployment	I	R-A-C
Control	I	R-A-C
Service component changes	I	R-A-C
Customer environment changes	R-A	C-I
Windows image modernization	I	R-A-C

Event management

Microsoft Managed Desktop ongoing solution administration/maintenance	You	Microsoft Managed Desktop IT Ops
Monitoring and diagnostic data collection	I	R-A-C
Device health reporting	I	R-A-C
Remediation of device health	R-C-I	R-A

Device onboarding/off-boarding to/from service

Microsoft Managed Desktop ongoing solution administration/maintenance	You	Microsoft Managed Desktop IT Ops
Autopilot registration	R-A-C-I	-
Device enrollment	R-A-C-I	-
Device off-boarding	R-A-C-I	-
Device administration	R-A-C-I	-

Tenant onboarding/off-boarding

Microsoft Managed Desktop ongoing solution administration/maintenance	You	Microsoft Managed Desktop IT Ops
Solution definition	-	R-A-C-I
Service improvement	-	R-A-C-I

Microsoft Managed Desktop Security Operations

Microsoft Managed Desktop Security Operations	You	Monitoring	Premier support, App Assure, Fast Track
Ensure Microsoft Endpoints for Security Services are accessible	R-A	C-I	-
Configure, manage, and deploy the Microsoft Managed Desktop device security baseline	I	R-A	-
Analyze threat intelligence, monitor and triage endpoint alerts	C-A	R	-
Develop and execute on endpoint mitigation and remediation for detected device incidents	C- I	R-A	-
Request for Information (RFI), Change Request (CR), or other issues that might affect the service	R-A	C-I	-
Keep security admin contact list updated	R-A	I	-
Microsoft Managed Desktop Service Delivery Kickoff (SDK) - Service awareness training	I	R-A	-
Microsoft Managed Desktop Service awareness and training for security admin contacts	R-A	-	-
Microsoft Managed Desktop provided Service Delivery Metrics and Reporting	I	R-A	I
Microsoft Managed Desktop provided Service Delivery Review sessions (for eligible customers)	I	R-A	I
Knowledge management - Microsoft Managed Desktop Docs and Guides	I	R-A	I
Transfer of Microsoft Managed Desktop RFI & CR to other Microsoft Teams	C-I	R-A	I
Requesting an exception to the Microsoft Managed Desktop service including justification	A	R-C	-

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