Change management

In the service offering, the balance of responsibility for hardware maintenance and security updates shifts to the service provider (Microsoft) instead of the customer (you). However, you must still ensure that non-Microsoft and custom software continues to function as expected when updates are rolled out.

For on-premises products, your organization assumes all responsibility for managing change.

Balance of responsibility

Responsibility	Microsoft Managed Desktop service	Microsoft 365 client software	On-premises clients and servers	Non-Microsoft and custom software
Provide new functionality	Microsoft	Microsoft	Both	You
Test new features for quality assurance	Microsoft	Microsoft	Both	You
Communicate about new features	Both	Both	Both	You
Integrate custom software	Both	Both	You	You
Apply security updates	Microsoft	Microsoft	You	You
Maintain system software	Microsoft	Microsoft	You	You
Package for deployment	Microsoft	Microsoft	You	You

Change process overview

Below is a summary of how the change process is shared between Microsoft and customers:

Scenario	Microsoft's role	Customer's role
Before a change	Set expectations for service changes Notify customers five days in advance for changes that require administrator action For emergency changes, apply a mitigation prior to notifying	Understand what to expect for changes and communications Check the Microsoft Managed Desktop Message center regularly Review and update internal change management processes Understand, and check compliance with Microsoft Managed Desktop requirements Acknowledge and approve, when required
During a change	Release and deploy monthly security and non-security updates for Windows 10/11 and Office 365 clients Monitor data signals and support queues for impact	Check the Microsoft Managed Desktop Message center and review any additional information Take any action required, if applicable, and test applications If a break/fix scenario is experienced, submit a support request
After a change	Collect customer feedback to improve rollout of future changes Monitor data signals and support queues for impact	Work with people in your organization to adopt the change Review change and adoption management processes for opportunities to gain efficiencies Provide general feedback and specific feedback in the admin feedback tool Train users to provide app-specific feedback using the Windows Feedback Hub and the Smile button in Office apps

Change types

There are several types of changes that we make to the service regularly. The communication channel for those changes and the actions you're responsible for vary.

Not all changes have the same effect on your users or require action. Some are planned and some are unplanned. For example, critical and out-of-bad updates aren't usually planned.

Depending on the type of change, the communication channel may vary. The following table lists the types of changes you can expect for the Microsoft Managed Desktop service.

	Functionality	Non-security updates	Security
Type of change	Feature updates New features or applications Deprecated features	Client hotfixes for issues	Security updates
Advance notice	Five days notice for changes that require action	No such changes are included in the monthly release	No changes are included in the monthly release
Communication channel	Message center Email alert	Message center Email alert	Message center Email alert
Requires global admin action	Sometimes	Rarely	Rarely
Type of action	Change settings	Communicate changes to users	Change admin settings
Requires testing	Check business applications including remote access services	Sometimes; testing the fix against processes or customizations	Rarely
Examples of change	Feature updates: IT admin center simplified support ticket submission and review New features or applications: Semi-Annual release of a Windows 10/11 feature update	Hotfixes based on customer reported bugs