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 | |||||