Today many companies or organization have their own information technology (IT) services. For businesses to effectively manage, maximize, and preserve their systems for IT, technical support assistance is essential. From offering advice on technological best practices to debugging technical problems, these services can cover a broad range of duties. The decision between in-house and external IT help is based on the particular requirements and available resources of the organization business. On this research contact, in-house IT (IT department) is adopted. The duties and responsibilities reflect to the end user’s perspective and satisfaction about the quality services in IT service. And aims to assess the internal consistency of data therefore; the further analysis procedure can be carried out systematically. For this purpose, the item from the SERVQUAL and Hardware Expertise and Technology Quality were evaluate using questionnaires survey. And, the Cronbach’s alpha coefficient and reliability from SPSS application is used in validating the adopted questionnaire. It is a necessary procedure for the pilot testing phase to measure the strength of consistency as it is a well-known and consistent method to measure the reliability of items in the instrument. As for the example of practical, the data derived from a study which was conducted to 99 users from different companies and organization including educational services was applied. The questionnaire consists of 18 questions with 5 scales of Likert point that were used to identify the item data consistency. The preliminary analysis of the reliability analysis resulted in strong associations (greater than 0.6) for all variables. The finding obtained has proven that the research’s instrument has high association of consistency to enhance the quality of the study.