The Future of IT Support - A Crowdsourced Perspective

This crowdsource paper presents the thoughts of ten IT service management (ITSM) industry authorities on the future of IT support and how best to prepare for it. They provided their views in response to the question:

“What do you think we can expect from the future of IT support, and how can people best prepare?”

While each ITSM industry authority has their own focus and areas of expertise, there were five common areas. These are used to structure this paper.

The common areas are:

1. Delivering better experiences
2. Leveraging artificial intelligence (AI)
3. Meeting cybersecurity responsibilities
4. Valuing our differences
5. Managing complexity.

1. Delivering better experiences

Phyllis Drucker of EZ2bgr8 thinks that “IT support is at a crossroads. The desire to create a better experience is meeting AI and automation tools head-on. The challenge IT faces is whether it understands the experience its end-users want and how equipped they are to deliver it. The table below shows the typical IT view of service delivery and the type of experience their customers typically want to see:

As we look to the future, AI and automation can help IT move from the reactive support environment we’ve seen over the years towards a user experience more aligned with employee needs.”

• Michelle Major-Goldsmith of Kinetic IT calls out the need for a data-driven culture focused on happiness and productivity: “When employees feel heard and supported, engagement rises, leading to a positive feedback loop of improvement and collaboration. Measuring and acting on experience data is essential. Organizations can create a culture prioritizing happiness and productivity by making this data visible and actionable.”
• Jaro Tomik of CDW UK feels that “The combination of end-user sentiment, productivity, and technology performance data fed into an intelligent system for correlation and data clustering will be the key to enabling predictive workflow building and monitoring, freeing up precious time of Agents, and delivering a vastly improved Service. Digital employee experience management (DEX) is a wave sweeping across the industry, and it’s not going away anytime soon. In fact, quite the opposite. With AI boosting its capabilities and return on investment (ROI), it has become a must that every organization executes a DEX strategy over the next five years to remain competitive.”
• Suresh GP of TaUB Solutions recognizes the increased expectations of end-users: “The Future of IT support requires managing rational expectations faster using AI and Emotional expectations through Humanized IT. While time is critical to solving issues, it will also boil down to the person being served and their aspirational needs. This would require many channels to be handled with ease without dropping the thread and understanding the consumer’s core needs.”
• To prepare for this future, IT professionals should focus on the following areas:
• “Engage with business professionals to determine what they need, having experience discussions directly with a cross-section of end-users and employees.” ~ Phyllis Drucker
• “Understand the art of experience (UX) design and develop intuitive interfaces to enable users to resolve their issues efficiently. Familiarity with knowledge management and content curation for self-service platforms will be essential.” ~ Phyllis Drucker
• “Leaders should cultivate an open, transparent culture that values feedback and shared goals to prepare for this shift. Training teams to interpret experience data will help IT departments transition from reactive support to an experience-driven model. Establishing forums to share this data with partners and vendors will align efforts across the enterprise, fostering collective accountability for improvement and innovation.” ~ Michelle Major-Goldsmith
• “Hone your critical thinking, problem-solving skills, emotional intelligence, and love quotient. Being sensitive to end-users with zero knowledge of IT and millennials who are tech savvy, balance in approach is crucial.” ~ Suresh GP

2. Leveraging AI

Phyllis Drucker predicts that “AI-driven automation will increasingly take over repetitive tasks, such as ticket management, escalation, and troubleshooting. IT can more effectively achieve its standard service level agreement (SLA)-driven mode of operations, providing free time to transform break-fix operations to the seamless ‘keep it up’ model employees want out of their computing experience.

They should use this time to implement tools that automate device management, making it possible to manage end-user devices more effectively. Using automation to patch systems, ensure the software is kept up to date, and monitor them to ensure they are operating correctly makes detecting and addressing anomalies proactively through automation possible. Even hardware problems can be addressed proactively by notifying the end-user to pick up a replacement device from a locker, which is automatically configured to match their profile when they log in.”

Simone Jo Moore of Humanising IT predicts the shift from reactive to proactive, AI-enhanced support: “We’ve all been there, endless looping reactive mode, firefighting situations as they emerge. Although we could use self-healing systems and identify potential failures before they become problems through the combination of automation and AI.

However, this predictive power must be handled with care. Ethical considerations around data privacy, transparency, and bias are crucial. As AI learns from system data, we must ensure it doesn’t unintentionally compromise end-user privacy or reinforce harmful biases.”

Roman Jouravlev of PeopleCert expects to see the following IT support trends, with these sometimes conflicting with each other:

1. “An even stronger focus on efficiency, enabled by the adoption of generative AI (GenAI) – AI chatbots (or voice assistants) and Copilots for (less qualified) agents and other specialists. Generally, the aim is to automate end-user interactions as much as possible and to minimize the need for qualified human agents.
2. Strong focus on early detection and resolution of incidents BEFORE they affect users. This is also likely to be based on further development of AIOps leveraging new GenAI capabilities.
3. Strong focus on positive user experience, more caring and empathetic interactions, higher user satisfaction, and more attention from service providers.

Trends (1) and (3) conflict; the choice will likely depend on whether efficiency or satisfaction is more important for the service provider. So, (1) is more likely to be the choice of large internal and very large external service providers. At the same time, (3) is more relevant for small internal and external service providers who value their customers.”

Michelle Major-Goldsmith calls out the role of AI and data in the modeling experience: “We all hear a great deal about how AI has the potential to revolutionize IT support, and it can and will, especially in identifying patterns and correlations in employee experiences. By merging operational and experience data, AI can enable a proactive support model that anticipates needs based on usage patterns and sentiment analysis. This shift toward predictive support reduces downtime, boosts productivity, and ultimately drives employee satisfaction.”

Akshay Anand of Atlassian sees AI opportunities increasing at an unprecedented rate: “While current generative AI solutions are amazing, we’re likely to see rapid advancements in AI-powered tools that revolutionize user support and IT operations.

Jaro Tomik sees AI driving predictive service management: “The key shift in the DEX industry is using AI to progress from reactive to predictive service management as part of a journey towards a Zero-Ticket future. In this context, by Zero Ticket, we mean there is no need for tickets to be raised by the end-users, as issues will be spotted and resolved before they impact the end-user experience. Otherwise, without a predictive capability, the future of incident response will be economically unsustainable, as the growing number of technologies to support clashes with hiring freezes imposed on service desk teams that are already stretched thin.”

Sarah-Jayne Bulley of Euromonitor thinks, “In the future of IT Support, we can expect a greater emphasis on automation, AI-driven tools, and self-service options. Tasks like ticketing and issue resolution will become more streamlined with technologies like machine learning and predictive analytics, allowing support teams to work more efficiently and resolve issues faster. In turn, supports the ITIL guiding principle of Optimise and Automate. IT professionals will shift from routine problem-solving to more strategic functions, focusing on improving user experience and driving innovation.”

David Keen of CTMS Service Management Ltd. looks beyond the potential of AI and asks organizations to ensure they understand their current operations: “Market analysts predicted 5 years ago that 90% of manual IT tasks would be automated by 2023. However, most organizations I talk to are far from achieving these ambitious targets today. Will AI and the latest IT workflow automation soon eliminate most manual IT tasks in IT support? I’m skeptical. A major blocker remains: many organizations still lack a deep understanding of their manual IT processes. This gap makes it challenging for decision-makers to justify investments in automation as they struggle to quantify the costs of current processes and the potential benefits of automating them. ”

To prepare for this future, IT professionals should focus on the following areas:

• “Develop skills to manage, deploy, and refine AI and automation systems. This includes learning tools like RPA (Robotic Process Automation), machine learning models, and natural language processing systems.” ~ Phyllis Drucker
• “Leverage AI’s power while ensuring fairness and trust, creating an environment where the human aspect focuses on creative problem-solving, innovation, and empathy-driven support enhanced by responsible AI use. As AI personalizes, it must also respect customer autonomy and consent. Allowing them to understand how their data is being used and giving them control over it is essential. Balancing personalization with ethical considerations around surveillance and overreach ensures that we don’t sacrifice human dignity and privacy in the name of convenience.” ~ Simone Jo Moore
• “Preparing for an AI-integrated future requires technical skills and a cultural shift. Teams must be comfortable working alongside AI and leveraging it to improve outcomes while maintaining the human touch. AI should augment and not replace human empathy and problem-solving. For those in IT support, honing data literacy skills and understanding AI’s ethical implications will be essential.” ~ Michelle Major-Goldsmith
• “To thrive in this future, support teams should be equipped with tools to manage complex data flows and generate real-time insights. AI will play a key role here by automating the collection, analysis, and contextual interpretation of experience data, allowing teams to anticipate issues before they arise.” ~ Michelle Major-Goldsmith
• “Students and new knowledge workers should invest in skills like prompt engineering and AI interaction design to thrive in this changing landscape. However, for managers and leaders, the focus should return to fundamentals: carefully evaluating how these technological shifts impact organizational ethics, values, business models, revenue streams, cost structures, enterprise risk management, and business continuity planning.” ~ Akshay Anand
• “Focus on continuously upskilling, especially in areas like AI, automation tools, and data analytics. Embracing a customer-centric approach will be essential, as IT Support can greatly contribute to overall business success and user satisfaction. Effective communication and collaboration skills will remain crucial since IT teams will work more closely with different departments to ensure seamless service delivery and technological alignment.” ~ Sarah-Jayne Bulley
• “Appreciate that sometimes the answer lies in going back to basics – understanding and articulating how processes work in enough detail to support informed decisions. With this clarity, organizations can effectively align process improvements with technological advancements to improve IT support.” ~ David Keen

3. Meeting cybersecurity responsibilities

Phyllis Drucker highlights that “To ensure a positive employee experience, IT must protect their computing environment from external threats. IT support teams will be on the front lines of defending against cyberattacks, particularly with increased attention to data privacy laws and regulatory compliance. Some of the same AI tools used for proactive device management can help secure devices against attack, and AI-enhanced monitoring systems will recognize breaches more quickly.”

Simone Jo Moore adds that, “While technology charges ahead, the risk landscape grows ever more complex. Cybersecurity is the elephant in the room, demanding constant vigilance. As we move toward AI-driven cybersecurity solutions, ethical responsibility in threat detection is key. AI must protect systems and be developed and trained with fairness, accountability, and customer protection at its core. This is where the human role comes in—ensuring that AI is not left unchecked but operates in a framework that respects human rights and promotes ethical decision-making alongside its technical prowess.”

To prepare for this future, IT professionals should focus on the following areas:

• “Grow your skills in cybersecurity, ethical hacking, and data protection frameworks (e.g., GDPR, HIPAA).” ~ Phyllis Drucker
• “Investing in human skills like emotional intelligence, empathy, and collaboration is vital as we shore up defenses. We must embrace a lifelong learning mindset, forever pushing the boundaries of our expertise while fostering deeper connections with customers.” ~ Simone Jo Moore

4. Valuing our differences

Simone Jo Moore sees the rise of remote, decentralized, and personalized support: “Remote work has shattered the traditional IT support model, expanding IT’s responsibilities to homes, cloud environments, and mobile devices. We no longer live within the safety of a central office network; instead, we adapt to complex, decentralized systems. And with this model comes the expectation of personalized support experiences. It’s the demand for tailored solutions that suit individual customer and employee needs and workflows.”

Michelle Major-Goldsmith wants IT teams to support neurodiversity for innovation: “Incorporating neurodiverse perspectives is crucial for building resilient, innovative IT support teams. Neurodiverse individuals often bring unique problem-solving approaches that enhance team capabilities, especially in complex or ambiguous situations. Enterprises that actively support neurodiversity can improve decision-making, as these individuals can spot patterns and solutions that others may miss, thus enriching the overall data analysis process.”

To prepare for this future, IT professionals should focus on the following areas:

• “Hone your technical and human skills – learning cloud systems, remote collaboration tools, and how to truly connect with all those people in your orbit (customers, colleagues, management, and suppliers) in different yet meaningful ways.” ~ Simone Jo Moore
• “Organizations can prepare by fostering an inclusive culture that encourages different perspectives and adapts communication methods to ensure everyone feels valued. Building tools that accommodate diverse cognitive styles, such as customizable dashboards and clear visualizations, can help neurodiverse team members work more effectively with complex data.” ~ Michelle Major-Goldsmith

5. Managing complexity

Michelle Major-Goldsmith thinks IT professionals must embrace complexity and VUCA (volatility, uncertainty, complexity, and ambiguity): “VUCA increasingly defines today’s IT environments, including volatility, uncertainty, complexity, and ambiguity.” In Michelle’s opinion, this also applies to getting the best out of complex multi-provider IT environments: “In the context of innovation, effective collaboration in complex multi-provider IT environments relies on the foundational principles of Service Integration and Management (SIAM) to foster teamwork, streamline IT support, and enhance the user experience. As organizations integrate AI and automation to drive efficiencies, a structured approach like SIAM helps IT teams manage these technologies cohesively across various providers. This collaborative and adaptable approach empowers IT professionals to tackle complex challenges with resilience, turning data-driven insights into IT support strategies that drive innovation and sustained organizational success.”

Roy Atkinson of Clifton Butterfield LLC sees increased complexity caused by the various factors that affect the future of IT support:

1. “The people who use information systems are changing. Generational shifts in the workforce will continue, with digital natives being the largest group of service consumers.
2. Information systems are changing. As AI becomes embedded in more and more tools, those tools become more dynamic. Machine learning means that the systems themselves will change through use, and the changes will be constant.
3. Business velocity will continue to increase. As so-called ‘intelligent’ tools become commodities, competition will increase, and the largest advantage will be speed to market. This means that productivity needs to remain high, and interruptions will have direct financial consequences. Speed will be an even more important aspect of support.
4. Information infrastructure will be increasingly complex. Diverse sets of tools from external providers – via SaaS and Cloud services – will require that the support organization become a broker of support as much as a provider. The support organization must know who does what when an incident occurs or if a change is necessary.”

Akshay Anand also sees the increased complexity significantly impacting corporate IT support capabilities: “As technology landscapes become increasingly fragmented and specialized, IT support must evolve accordingly. This evolution requires developing faster, more sophisticated ways to understand the context – from end-user intentions and application environments to platform configurations and network infrastructures.”

To prepare for this future, IT professionals should focus on the following areas:

• “As organizations transform, IT support teams must adopt a complexity-aware mindset to adapt quickly. This involves moving from static SLAs to dynamic experience level agreements (XLAs) that measure the quality of experiences. Experience data provides actionable insights in complex environments by highlighting trends and sentiments that would otherwise be lost in operational data alone.” ~ Michelle Goldsmith
• “Preparation for these changes requires that the support staff has insight into business processes and the tools their colleagues are using. A basic understanding of business relationship management (BRM), data management, and knowledge management will be necessary.” ~ Roy Atkinson

Next steps

The collective opinions of the ten industry authorities included in this crowdsourced report demonstrate the wide spectrum of opportunities and challenges IT support teams face – from the need to deliver better experiences to the increased complexity of IT service delivery and support environments. Plus, the full impact of AI on IT support is still unknown.

"Technology changes, but people stay the same." the book Robopocalypse still sounds true. 

IT support's future is exciting and challenging, driven by advancements in AI, a deeper focus on employee experience, and the need to navigate growing complexities. As we stand at this crossroads, success will belong to those who embrace innovation, foster inclusivity, and balance technological progress with ethical responsibility. By prioritizing human experience, data-driven insights, and a commitment to continuous learning, IT professionals can adapt to the changing landscape and thrive within it.