Assess your current IT support setup with this comprehensive audit covering response times, coverage, escalation, and service quality.
This IT support audit checklist helps UK businesses systematically evaluate their existing IT support arrangements. Covering response times, service coverage, escalation procedures, and overall service quality, it identifies gaps and areas for improvement. Whether you manage IT in-house or use a managed service provider, this audit provides a clear benchmark of your current support performance.
IT managers, office managers, and business owners at UK SMEs who want to benchmark their current IT support quality and identify areas for improvement.
Start by reviewing logged response and resolution times against your contract, then check escalation paths were followed for any major incidents. Compare actual coverage hours to what was promised, and survey staff on satisfaction. Most UK SMEs run this exercise annually or whenever renewal negotiations approach.
Typical UK managed IT contracts target 15 to 30 minutes for critical (P1) issues, 1 to 2 hours for high priority, and same-day or next-business-day for low priority requests. Response time means acknowledgement, not resolution, so check your contract defines both separately.
A thorough audit covers response and resolution times, escalation procedures, out-of-hours coverage, ticket volume trends, and user satisfaction scores. It should also flag recurring issues that suggest an unresolved root cause rather than repeated firefighting, which often signals underlying infrastructure problems.
Work through each section against your current provider or in-house team, scoring performance and noting evidence such as ticket logs or SLA reports. This checklist groups items by response times, escalation, coverage, and satisfaction so gaps are easy to spot and prioritise for improvement.
Powered by industry-leading technologies including SolarWinds, Cloudflare, BitDefender, AWS, Microsoft Azure, and Cisco Meraki to deliver secure, scalable, and reliable IT solutions.
9 Sep, 2026
Every UK business running paid search eventually has the same meeting. Someone opens the Google Ads interface, sorts the campaign list by conversions, points...
8 Sep, 2026
There is a particular kind of frustration that shows up in UK marketing meetings about eighteen months into a content programme. The blog is publishing...
7 Sep, 2026
Most UK businesses discover the state of their website accessibility in one of three ways: a customer complaint, a procurement questionnaire they cannot answer...