Audit of the internal IT system and of the support for the users of the university’s IT systems


Objective of the audit

SIS, ERP or BI‑type of solutions are currently the core components of each university’s strategy. Their efficient operation is of key importance to the success of the didactic, organizational and research processes implemented by the universities.

PCG Polska, in close cooperation with its customers, enables ensuring adequate support for the users of university IT systems. We assist in solving the current problems, in elaborating and implementing a long‑term plan of improving the work with the IT systems owned and in creating a development plan for such systems so that they may meet the needs of the organization in the future.

The objective of the audit is to assess the internal IT service for the IT systems operating at the university and the support for the users of such systems. The audit performed comprises the university departments using the IT systems and the IT department.

Course of the audit

The following aspects are examined in the course of the audit:

  • Servicing of the end users of IT systems by the internal IT department

    • User support with regard to system operation;
    • The manner of notification, processing and monitoring problems relative to system operation;
    • Internal operating and troubleshooting procedures.


  • Performance of the university’s internal IT department function

    • Verifying the problems notified by system users;
    • Problem notification processing procedures;
    • Monitoring the efficiency of work with the system;
    • Analyzing the reasons for problem notification by end users;
    • Presenting the information regarding system use efficiency and the problem analysis to the university authorities;
    • Planning and implementing activities with a view to increasing system use efficiency.


  • System development management

    • The form and the verification of notifications regarding new system functionalities;
    • Analyzing the competitive and complementary solutions;
    • Planning the system development.


Benefits of the audit

The end result of the audit is a report presenting the level of performance of respective support functions for system users and, as required, the recommended actions with a view to adjusting the current organization of the internal service.

The results of the audit enable the assessment of the quality of support offered to end users and the planning of activities with a view to streamlining their servicing, which results in:

  • increased efficiency of work with IT systems;
  • higher quality and efficiency of service with regard to the key processes in the organization;
  • predictability of the required development work on IT systems;


Performance of the audit

The audit takes 1 or 2 days, depending on the size of the organization. The study is performed at the premises of the university. It comprises interviews with system users and IT department employees. After the study, the auditor draws up a report which is made available within 7 days.