Microsoft Managed Desktop and ITIL
Many organizations find it valuable to structure their IT services along the lines of a formalized IT Service Model (ITSM), such as ITIL.
Microsoft Managed Desktop enables your organization to comply with many key aspects of such formalized ITSM models. Using ITIL as an example, this article helps you see the connections between common ITIL phases and processes and equivalent Microsoft Managed Desktop features, where applicable. This information only applies to the Microsoft Managed Desktop portion of your organization.
For more comprehensive about ITIL and its phases and process, see their documentation.
Service design
This table relates key ITIL phases and processes to Microsoft Managed Desktop features, with links to our documentation for details:
| ITIL process | Description | Documentation |
|---|---|---|
| Service-level management | Response times are defined for admin support requests and incidents. | Admin support for Microsoft Managed Desktop |
| Service catalog management | Service description detailing components of the service is kept true to state of the service, available to all current and interested customers. Pre-requisites detailed to understand what is needed to operate the service. |
|
| Information security management | Security information, including information security for the service. Security-related policies and other information on how devices are configured. |
|
| Availability management | Microsoft Managed Desktop balances responsibility with your organization to ensure availability of service. Admins and users have routes to respective support if there are service or availability issues. |
Service transition
| ITIL process | Description | Documentation |
|---|---|---|
| Change management | Defined balance of responsibility, process overview, and types related to change management available. | Change management |
| Release and deployment management | Microsoft Managed Desktop manages updates for devices enrolled in the service. | How updates are handled in Microsoft Managed Desktop |
| Service asset and configuration management | Information regarding your organization's Microsoft Managed Desktop deployment is available on the IT admin portal. | Admin support for Microsoft Managed Desktop |
| Knowledge management | Information on the Microsoft Managed Desktop service is kept up to date on this site. | What's new for Microsoft Managed Desktop documentation |
Service operation
| ITIL process | Description | Documentation |
|---|---|---|
| Event management | Details on monitoring of devices are provided. Standard operating procedures for the Microsoft Managed Desktop service are detailed. |
|
| Incident management | Microsoft Managed Desktop will investigate and act on incidents per defined severity definitions. | Support request severity definitions |
| Request fulfillment management | Process for requests for information and change requests related to the Microsoft Managed Desktop service are defined. | Admin support for Microsoft Managed Desktop |
| Problem management | Any issues with the service should be directed to your local account team at this time. | Documentation in development |
| Access management | Access management components and responsibilities for customer to ensure functionality are detailed. | Identity and access management |