The IT requirements of small and medium-sized enterprises (SMEs) and startups differ significantly from those of large corporations. While many SMEs collaborate with managed service providers, others rely on small in-house IT teams, sometimes consisting of just one individual.
Some tasks are essential for maintaining efficient operations, whether an organisation uses a small internal IT team or an external IT support provider. Establishing well-structured checklists ensures a high IT support standard, minimises future issues, and promotes smooth day-to-day functioning.
Although specific checklist items may vary depending on the company and IT support needs, some universal checklist categories can help IT departments improve their services.
Daily Checklists
IT technicians often prioritise long-term projects but can overlook small, everyday tasks that streamline daily operations. Simple actions, such as ensuring all systems are powered on, accounts are logged in and synced, printers are loaded with paper, networks are operational, and phones are active, can take only a few minutes but save hours of downtime later.
Implementing a daily checklist makes these tasks routine. Once habits are established, technicians can focus on tackling more significant IT challenges
Client Checklist
IT teams and managed service providers (MSPs) often serve multiple clients with varying needs and expectations. Using a client checklist ensures that all interactions align with specific policies, procedures, and service standards.
A client checklist can be managed through a spreadsheet or specialised platforms that regularly track essential tasks and maintain support standards. For example, some IT providers use detailed checklists covering over 100 points for each client and review them quarterly.
Client checklists should encompass policies, processes for handling specific scenarios, and information about relevant platforms, software, or integrations. They should also include guidelines for configuring the IT provider's systems to meet client requirements.
Task Template Checklist
Many IT tasks are repetitive and must be replicated consistently across projects. Task template checklists help ensure each step is completed accurately and efficiently, resulting in higher-quality support.
These templates should cover everything from backups, notifications, and syncing to patching, resolving tickets, and applying updates. Clear, step-by-step instructions allow any technician to replicate a task effectively.
Templates should also detail essential settings, account credentials, user access information, and best practices. This consistency ensures company policies are followed while maintaining quality and efficiency.
Communication Checklist
Communication is a critical yet often overlooked aspect of IT operations. Regular team huddles, for instance, can ensure that everyone shares updates, discusses challenges, and stays aligned.
A communication checklist should outline schedules for checking in with clients, other departments, and external stakeholders. Communication gaps may go unnoticed without a structured approach, leaving clients feeling neglected and delaying problem resolution.
Additionally, the checklist should specify accepted communication platforms – phone, email, instant messaging, video conferencing, or in-person meetings – and define attendance requirements for meetings or calls.
On-Site Checklist
While remote IT support is increasingly the norm, occasional on-site visits are necessary, often in emergencies or scheduled maintenance. Proper preparation ensures these visits are productive and efficient.
An on-site checklist should outline the tasks, the tools or equipment to bring, and the expected outcomes of the visit. It may also include client-specific requirements, sign-off procedures, and documentation of any physical resources provided.
Internal IT teams and MSPs may need customised checklists depending on the client's needs or the organisation's setup.
Roadmaps and Progress Checklists
Every IT project requires a progress and roadmap checklist to track milestones and ensure tasks are completed systematically. These checklists adapt to changes as projects evolve, helping teams stay organised and on schedule.
Roadmap checklists should include deadlines, testing phases, implementation steps, and feedback loops. Many teams integrate these checklists into project management tools like Asana, Trello, or Microsoft Project, enabling real-time tracking and updates.
IT teams can maintain consistent, high-quality support by integrating checklists into daily operations. Regularly using checklists reduces errors, minimises stress, and helps catch potential problems early, ensuring smoother processes and better results.
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