IT Support Strategy Checklist

Use this checklist to review the readiness, resilience, and responsiveness of your current IT support framework.

✅ Core Support Capabilities

• 24/7 or extended hour support coverage available
• Remote desktop tools securely deployed across devices
• Self-service portal and knowledge base maintained
• Tiered support model in place (L1, L2, L3)
• SLAs tailored to business-critical functions

📊 Monitoring & Proactive Support

• Critical systems and endpoints monitored in real-time
• Alerts and anomalies routed automatically to support
• Patch and update cycles documented and enforced
• Asset lifecycle tracking embedded in support workflows

🔐 Security and Continuity

• Multi-factor authentication enforced for remote tools
• Device encryption policies monitored and verified
• Backup and restore SOPs tested and documented
• Support team trained in incident response protocols

📁 Documentation & Feedback

• Support documentation aligned with current configurations
• Support satisfaction tracked with feedback loops
• End-user training materials up to date