IT Support Maturity Self-Assessment

This tool helps you evaluate the maturity of your IT support systems across people, processes, and platforms.

👥 People

• Do you have clearly defined L1, L2, and L3 support roles?
• Is there an escalation path and backup for key personnel?
• Are support staff trained in both tools and communication?

📋 Processes

• Do you use a standardised ticketing platform?
• Are response and resolution times defined and tracked?
• Is there a documented support workflow or SOP?
• Do you have a feedback or satisfaction mechanism?

🛠️ Platforms

• Do users have a knowledge base or self-service portal?
• Can your support team work remotely and securely?
• Is reporting used to identify trends and recurring issues?