Assess the Maturity of Your Web-Based IT Support Services

Assess your web-based IT support services for usability, communication, availability, and personalization to identify areas, and relevant resources, for improvement with this simple audit.

Take this audit to assess your web-based IT support services for usability, communication, availability, and personalization. Recommended use cases include:

Request IT leadership and staff to complete the audit to compare different perceptions of the maturity of your web-based IT services Request different user groups (e.g., students, faculty, staff) complete the audit to learn more about the perception of web-based IT support services across campus Identify areas for future investment

Upon finishing the audit, you will be able to identify areas for improvement and be directed to institutional examples of what mature web-based IT support services look like, in practice.

Service terms used throughout the audit are defined below:

A list of IT service offerings available to users.

An online collection of IT services, knowledge articles, and self-service resources accessible from one place.

The first publicly accessible webpage that users see when they click on IT services/IT unit from the institution’s website.

An item in a knowledge base or resource collection that provides information on an IT service offering, general IT topic, or technology term that proactively answers common questions and often aids self-service.

Download the audit PDF to assess the usability, communication, availability, and personalization of your web services, and add up the number of checks for each category to get your final score.

Discover relevant best practices to improve your web-based IT support services with the institutional examples profiled below.

Improve usability

Improve communication

Improve personalization