The Future of IT Support: 8 Trends to Watch For in 2025

The evolution of IT support has been nothing short of transformative. From the early days of basic troubleshooting to the current era of sophisticated AI-driven solutions that aid the implementation of a cloud migration service, the journey of IT support has been marked by innovation and adaptation.

From harnessing the power of the internet for remote troubleshooting to employing augmented reality for intuitive problem-solving, the future of IT support is set to be a mosaic of innovative solutions.

With new technologies and innovative practices reshaping the way we work, it’s crucial for businesses to stay ahead of the curve and adapt to these changes.

Understanding and anticipating trends will enable you to make strategic decisions, invest in the right areas, and develop a workforce equipped to navigate the future. By keeping a finger on the pulse of your industry, you can identify growth opportunities, manage risks effectively, and ensure long-term success in a rapidly changing world.

This blog will explore the key IT support trends shaping 2025 and provide insight into how your organization can capitalize on these emerging trends to maintain a competitive edge.

IT Support teams are increasingly integrating AI to streamline their services. This integration allows for more efficient processing of large data sets, predictive analytics for proactive problem-solving, and automation of routine tasks. AI’s capability to learn and adapt over time makes IT services more responsive and effective, offering businesses a competitive edge in a technology-driven world. In particular, the rise of AI-powered chatbots is ushering in a new era of customer service characterized by speed, efficiency, and round-the-clock support.

Another notable use of AI in IT support is ticket management and issue resolution automation. Automated ticketing systems streamline the process of managing support requests by automating repetitive tasks, such as:

• Ticket creation
• Categorization
• Routing

This automation reduces the manual workload on support staff, allowing them to focus on more complex and higher-priority issues. As a result, support teams can handle a larger volume of tickets more efficiently, leading to increased productivity and faster response times.

Research findings consistently show that AI-driven systems can significantly enhance efficiency and user satisfaction by automating repetitive tasks, providing personalized experiences, and enabling faster, more accurate decision-making.

Plow Networks’ automated ticket routing is an example of this. You may have tickets that require a specific skill set, like language or technical skills. The skills-based routing system uses tags for each skill set and sets them to be automatically routed to the correct agent who can help.

Low-code technology has advanced exponentially in recent years and has established a stronghold over various organizational business processes and workflows. Over the past few years, businesses have substantially increased their use of low-code development solutions to build enterprise applications and software faster, gain a significant competitive advantage, and continue integrating digital technology to transform a business.

Low-code tools significantly simplify the creation of custom solutions by providing a visual development interface with drag-and-drop functionality, pre-built components, and minimal coding requirements, allowing technical and non-technical users to build applications much faster and less complex than traditional coding methods.

Low-code platforms enable technical and non-technical employees and stakeholders to collaborate in real time while shortening the overall enterprise application development cycle.

Traditional cloud computing models are becoming less effective in meeting data mobility and flexibility demands. This is where hybrid cloud and multi-cloud solutions come into play.

Hybrid cloud solutions combine public and private cloud services, allowing organizations to utilize both strengths. A private cloud, often implemented on-premises, provides enhanced security and control, while a public cloud offers scalability and cost-efficiency. By integrating these two approaches, businesses can effectively leverage each environment’s benefits.

While hybrid and multi-cloud solutions offer significant advantages, many organizations still hesitate to embrace them. The main reason is that implementing these strategies can be complex and resource-intensive without proper tools, support, and planning.

IT Support plays a crucial role in managing cloud infrastructure. To manage cloud computing requires specialized skill sets, tools, and processes. IT Support services can help businesses overcome these challenges. These services typically support infrastructure management, performance optimization, security management, disaster recovery, and business continuity planning within the cloud environment.

Edge computing brings information storage and computing abilities closer to the devices that produce that information and the users who consume it. Traditionally, applications have transmitted data from smart devices like sensors and smartphones to a central data center for processing. However, the unprecedented complexity and scale of data have outpaced network capabilities. By shifting processing capabilities closer to users and devices, edge computing systems significantly improve application performance, reduce bandwidth requirements, and give faster real-time insights.

Some real-world examples of edge computing include:

Manufacturing: edge computing is used for real-time machine monitoring, predictive maintenance to identify potential equipment failures, and quality control by analyzing data directly on the production line

Healthcare: enables real-time patient monitoring through wearable devices, immediate data analysis for faster diagnoses, and remote patient care.

Retail: edge computing is utilized for smart shelves that track inventory levels, personalized customer experiences through real-time data analysis, and efficient checkout processes with instant price calculation.

Green IT encompasses the practices and strategies that aim to minimize the environmental impact of information technology throughout its lifecycle. This includes everything from the raw materials used to manufacture devices to the energy consumed during operation and the responsible disposal of e-waste at the end of their useful life.

By implementing Green IT practices, companies can significantly reduce their environmental impact, conserve resources, and contribute to a more sustainable future for the IT industry.

For example, energy-efficient data centers use less energy to perform the same tasks as traditional data centers while maintaining functionality and performance. They can help reduce a data center’s environmental impact and operational costs.

Fortunately, technological innovation and sustainability goals go together. Sustainability focus starts at a business level rather than the IT organization being more environmentally friendly and perhaps reducing costs in the process.

Artificial intelligence (AI) solutions are rapidly evolving, and the potential for increased insight, productivity, and collaboration cannot be ignored. However, as organizations develop a strategy with significant features and benefits in mind, responsible AI implementation and consideration of AI risks must also be a central part of the equation.

Artificial intelligence (AI) governance refers to the processes, standards, and guardrails that help ensure AI systems and tools are safe and ethical. As IT teams turn to AI to create operational efficiencies, it’s essential to do so responsibly and ethically.

The top concern for AI adoption is the lack of security control. Staying protected in 2025 will require more than just basic defenses. Businesses must adopt proactive strategies, leverage advanced tools, and foster cybersecurity awareness across their organizations.

Thanks to the latest advancements in IT support automation, companies are now resolving IT issues before users even notice them. Here are the top trends that are set to dominate 2025, according to Turabit.

• AI-Powered Assistants are stepping in to handle the grunt work, making IT support faster and more accessible.
• Predictive Analytics for Proactive Support analyzes data in real-time to foresee problems before they cause any damage.
• Automated Incident Management handles the tedious parts of solving problems, allowing your team to concentrate on what they do best-resolving issues quickly and effectively.
• Self-Healing Systems are designed to automatically detect and correct problems, often before they even cause a noticeable disruption. Whether it’s a software glitch, a configuration error, or a hardware failure, self-healing systems can address it on their own, keeping your IT environment running smoothly.
• Help Desk Automation in IT Support takes automation to a new level by combining various technologies AI, RPA (Robotic Process Automation), and machine learning, to create end-to-end automated IT support processes.
• Enhanced Security Automation is stepping in to level the playing field. By integrating with IT support platforms, these tools can detect and respond to threats in real time, often neutralizing them before they cause significant damage.

Customers expect nothing less than personalized service, especially as they become more willing to share their personal data with companies. Because of this, it’s important to remember the importance of balancing automation with human touch.

By analyzing data with AI, IT services can be tailored to individual users or specific situations by providing personalized recommendations, predicting potential issues, proactively addressing needs, optimizing resource allocation, and automating routine tasks based on usage patterns, all aimed at improving user experience and system efficiency.

Strategic IT support involves understanding the current and future technological landscapes and how they can be harnessed to support the organization’s objectives. This includes managing and optimizing existing IT infrastructure and planning and implementing forward-thinking strategies that anticipate and respond to emerging trends and challenges.

As a Managed IT Services provider, we’ve seen our fair share of evolving challenges in the IT sector. In our experience, ensuring systems work together seamlessly, protecting client data, and finding the right mix of automation and personal service remain at the forefront of client concerns.

Managed IT services bridge the gap for IT support challenges by providing access to a team of experienced professionals and specialized skills that a company might not have in-house, allowing them to address complex issues, proactively monitor systems, and handle routine maintenance tasks, effectively filling gaps in expertise and ensuring consistent support without the need to build a large internal IT team.

As we look ahead to 2025, it’s clear that IT support automation is more than just a trend-it’s the future. Embrace these trends, and you’ll set your IT department up for success. Whether it’s AI-powered assistants, predictive analytics, or Help Desk Automation, the tools you need to stay ahead are already here.

Explore Plow Networks IT support services that can help your business implement these innovations and stay updated with future IT support developments by subscribing to our blog.