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
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 |
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
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