Will the server infrastructure be supported by the server team or the end-user computing team? How about the master desktop images and pools?
A key to the success of a VDI project is developing a RACI document. A responsibility assignment matrix (RACI) is developed by listing the activities along the left column of a table and the roles across the top. A matrix is then developed to identify which roles are responsible, accountable, consulted and informed within the process. A RACI model ensures that end-to-end accountability is identified for the process activities and ensures that gaps are identified and can be corrected.
Below is a RACI document that I have used in Horizon View deployments, I hope you find it useful when designing a responsibility matrix for supporting your environment.
| Server Team | EUC | Other Team (DBA, DSS, CIS, EA) | |||
| R, A,C, I | R, A,C, I | R, A,C, I | |||
| Strategic | |||||
| Conduct research and make recommendation on VDI products, services, and standards in support of the infrastructure | R | A,R | C,I | ||
| Partner with the EA group to define, execute, and maintain the Enterprise Infrastructure Technology Roadmap - 3 year strategic plan | R | A,R | C,I | ||
| Initial implementation of pilot or proof of concept of new, emerging technologies, and major upgrades | A,R | R | |||
| Identify, recommend, design, and implement cost-effective VDI solutions | R | A,R | R,C,I | ||
| Define roles and resposibilities for the VDI tools | R | A,R | |||
| Project future computing capacity requirements to meet business needs | R | A,R | |||
| Research, architect, deploy, and manage third party tools related to the View server infrastructure | A,R | R | R | ||
| DMZ/off-line mode evaluation | R | A,R | |||
| Integration with View to the Application Virtualization initiative or the Global Standard Desktop | I | A,R | C | ||
| Tactical | |||||
| Server Hardware Configurations | A,R | I | |||
| Server Hardware Procurement Approvals | A,R | I | |||
| Client Hardware Configurations | I | A,R | |||
| Data Center Planning | A,R | ||||
| Data Center Support (i.e. Rack & Stack, Break Fix) | A,R | I | |||
| Hardware Load balancing | R | C | A,R | ||
| ESX host monitoring | A,R | C | R | ||
| ESX host upgrades, management, and maintenance | A,R | I | I | ||
| ESX Tools Roll-Out | A,R | ||||
| ESX host deployments | A,R | I | R | ||
| vCenter upgrades, management, and maintenance | A,R | C | |||
| VMware View Manager virtual machine upgrades and maintenance | R | A,C | |||
| VMware View Composer virtual machine upgrades and maintenance | R | A,C | |||
| Database Infrastructure Support | R | C | A,R | ||
| Performance and capacity monitoring for ESX hosts and clusters | R | I | |||
| Performance and capacity monitoring for View virual desktops | A,R | ||||
| Disaster Recovery Support for View servers and host environment | A,R | R | R | ||
| Backup and recovery strategy for View Management and View Composer servers | A,R | R | |||
| Troubleshoot ESX host incidents | A,R | C | |||
| Troubleshoot View Management server and View Composer server incidents | A,R | C | |||
| Troubleshoot vCenter incidents | A,R | C | |||
| Virtual virtual desktop incident management | C | A,R | |||
| View virtual desktop security and patch management | A,R | ||||
| Software distribution to View virtual desktops | A,R | ||||
| Software distribution to View Management server and View Composer server | A,R | C | |||
| Linked Clones implementation and standards | I | A,R | |||
| Thin Provisioning implementation and standards | A,R | R | C | ||
| vNetwork switching implementation | A,R | C | R | ||
| Profile Management software | R | A,R | C | ||
| View virtual desktop approvals | I | A,R | |||
| Engage business partners to define virtual desktop requirements and solutions | A,R | ||||
| Training for new VMware View consumers | A,R | ||||
| VMware View software product management | A,R | C | |||
| Create and administer the vCenter Resource Pools | A,R | C | |||
| vCenter Security | A,R | I | |||
| View Security and Access Management | I | A,R | |||
| Build and maintain additional View Connection servers | A,R | C | |||
| GPO management | R | A,C | |||
| Client network protocol selection (PCoIP or RDP) | C | A,R | C | ||
| View Admin Console support | A,R | R | |||
| Create View virtual desktops and pools | A,R | ||||
| Create and maintain the View virtual desktop base image | A,R | ||||
| Distribute View client to physical workstations and laptops | A,R | ||||
| Recomposing images | A,R | ||||
| Rebalancing images | A,R | ||||
| Image optimization | A,R | ||||
| View View virtual desktop file storage locations (persistent disk design, LAN server location) | R | R | A,R | ||
| R - Responsible | |||||
| A - Accountable (1 team accountable) | |||||
| C - Consults | |||||
| I - Inform | |||||
