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 topic helps you see the connections between common ITIL phases and processes and equivalent Microsoft Managed Desktop features, where applicable. This 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.
- Microsoft Managed Desktop service description

- Get ready for enrollment in Microsoft Managed Desktop
Information security management Security information, including information security for the service.

Security-related policies and other information on how devices are configured.
- Security in Microsoft Managed Desktop

- Device configuration
Availability management Microsoft Managed Desktop balances responsibility with your organization to ensure availability of service.

Admins and end users have routes to respective support in case of service or availability issues.
- Microsoft Managed Desktop operations and monitoring

- Admin support for Microsoft Managed Desktop
- Getting help for end users

Service transition

ITIL process Description Documentation
Change management Defined balance of responsibility, process overview, and types related to change management available. Microsoft Managed Desktop operations and monitoring
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. Change history 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.
- Security in Microsoft Managed Desktop
- Microsoft Managed Desktop operations and monitoring
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