IT Support Services Trends to Watch Out for in 2023

IT support services have been around since the introduction of technology, the rapid digitization of businesses over the past few years has increased the demand and market for IT services. A need for hybrid work environments and increasing adoption of new tech such as AI and blockchain have altered the demands that organizations have from this sector. 

In light of these changes, here are the top four tech support trends to watch out for in the coming year:

1. Intelligent Automation

Automation has been the cornerstone of IT development in the last five years and ITSM, automation will become even more prominent in 2023. It will go beyond ticket workflows and permeate into areas such as service desk automation, analytics and other repetitive tasks. Intelligent automation through a combination of workflow automation, robotic process automation and artificial intelligence will help streamline processes and improve efficiency.

2. End-to-End Integration

For years, ITSM solutions have traditionally been standalone solutions. In recent times, organizations have been looking for ways to break away from these silos and implement a more holistic IT solution. End-to-end integration will become more widespread as businesses strive for greater agility and efficiency in both their IT operations and their business operations as a whole.

3. Industry cloud platforms

Cloud platforms tailored to a specific sector combine traditional cloud services with industry-specific functionality in order to address historically hard-to-tackle vertical challenges. Such platforms provide targeted support, accelerate time to value, and allow businesses to reap the benefits of cross-industry innovations.

4. Increased Adoption of Low-Code/ No-Code Solutions

Low-code and no-code platforms have been gaining traction in recent years. This helps businesses create custom applications without much coding. For ITSM, this is expected to bring many advantages such as increased agility, reduced costs and faster time-to-value. Moreover, low-code/ no-code solutions can help usher in Enterprise Service Management and improve end-to-end integration. With a codeless platform for ESM, departments like marketing, finance, HR and facilities can quickly create their own portals and workflows without needing to bog down IT resources.

Final Word

The coming year will see many transformations in the IT sector, and IT support services will be no exception. Automation, AI, and machine learning will bolster support services while steps like employee-centricity will improve experience for those working in the industry. As these trends continue to evolve, businesses need to prepare to adapt their ITSM strategies accordingly in order to stay ahead of the curve.

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