IT support health
Support arrangements rarely fail loudly. They just stop keeping pace. These questions are about fit rather than fault - and the result is a view on whether to fix what you have, add to it, or change it.
Who this is for
Anyone weighing up whether to fix, supplement or change their current IT arrangement.
Time needed: About 4 minutes
01
Do you know how quickly issues are meant to be answered - and whether that happens?
An agreed target you could check, not a feeling.
02
Is there more than one person who understands your setup?
Including passwords, licences and who to call at suppliers.
03
Do the same problems keep coming back?
Repeat tickets are a design problem, not a support problem.
04
Does anyone tell you about problems before you notice them?
Disk space, failed backups, expiring certificates, ageing kit.
05
Do you have your own copy of key documentation and admin access?
You should be able to leave a provider without asking permission.
06
Is there a plan for the next twelve months?
Renewals, replacements and projects, with rough costs.
07
Do you get advice, or just fixes?
Someone who tells you what not to buy is worth keeping.
08
Is there cover for holidays, sickness and busy periods?
Especially if support is one internal person.
09
Do people know how to escalate when something is urgent?
And does escalating actually change anything?
Answer the remaining 9 questions to see your result.
Want a second opinion on your result?
Get an IT health check that reviews your support, security and Microsoft setup, then gives you a short, prioritised list of what's worth doing.