The Future of IT Support: A Thought Leader's Guide to AI Evolution

The future of IT support is no longer a speculative vision—it’s taking shape today, powered by artificial intelligence (AI). This isn’t about chasing sci-fi fantasies; it’s about leveraging AI to solve real problems now while building toward a transformative tomorrow. Enterprises can embark on this journey with a pragmatic, phased approach: crawl with immediate actions, walk toward near-term advancements, and run into a future where IT support becomes a strategic powerhouse. Here’s how to navigate this evolution, blending inspiration with actionable reality.?

Crawl: Grounding AI in Today’s Reality?

Let’s start where we stand. Enterprises today face relentless pressure—ticket volumes are up 30% since 2020, bogging down IT teams with repetitive tasks like password resets and basic troubleshooting (ServiceNow, 2023). AI offers an immediate lifeline by automating these mundane chores, delivering quick wins that set the stage for bigger leaps.?

What You Can Do Now?

• Automate the Basics: Deploy AI voice and chatbots/virtual assistants and to handle first-line support. Tools like ServiceNow’s Virtual Agent resolve routine issues—think password resets or software installs—in under a minute, cutting ticket backlogs significantly. According to MetricNet?, more advanced enterprises are deflecting up to 50% of their incoming service desk contacts to AI.??

• Monitor and Analyze Smarter: Use basic AI analytics to track endpoint health and performance to proactively pinpoint recurring pain points. This isn’t futuristic—it’s available now and helps prioritize what to tackle next. Consider a DEX tool like Nexthink? which can significantly impact the ROI of your IT support while also increasing the employee experience. In a recent analysis by RL Canning on a multi-national organization, $5M in net benefits were identified immediately across service and asset management.???

• Prove the Value: Start small—target one high-volume issue like password management. Measure the drop in resolution times and use that data to rally support for broader adoption. Track the CSAT/NPS on automated/AI-resolved incidents and requests to refine your approach.??

The Payoff?

Automation isn’t glamorous, but it’s effective. It frees your IT crew from soul-crushing repetition, letting them focus on more complex (and sometimes fun) challenges. More importantly, it’s a low-risk entry point to AI that builds confidence and capability. Today’s crawl is about proving what’s possible with tools you can deploy this quarter.?

Walk: Stepping Into the Near Future?

Fast forward 1-2 years. AI doesn’t just react—it anticipates. The near future promises a shift from firefighting to foresight, with predictive analytics and personalized support redefining the game. This is where AI starts to flex its muscles, and enterprises can plan now to capitalize.?

What’s Coming Soon?

• Predictive Analytics: AI will analyze real-time data—network traffic, device performance, user patterns—to flag issues before they strike.?

• Tailored Solutions: Imagine an employee struggling with a CRM tool. Instead of a generic FAQ, AI delivers a custom fix based on their usage history. Personalization like this, such as that from ServiceNow’s advanced, natural language-based Virtual Agent, boosts satisfaction and efficiency.??

• Evolving Self-Service: AI-driven knowledge bases will learn from user interactions, serving up smarter answers over time. This cuts dependency on human intervention without breaking the bank. A well-maintained knowledgebase is essential for success. AI's effectiveness depends on the quality of data it receives.??

How to Prepare?

• Invest Wisely: Look for scalable AI tools with predictive capabilities. ServiceNow AIOps, for example, reduces alert noise by 90%, letting IT focus on real threats (ServiceNow, 2024). Pilot these in critical areas like server monitoring or VIP support.?

• Build Skills: Train your team to interpret AI insights—not just manage tools. This bridges the gap between today’s automation and tomorrow’s intelligence. Invest in AI engineering for end user support today to find ways to automate the support experience and use predictive analytics and advanced problem management to eliminate support tickets before impacting end users.??

• Test and Learn: Roll out a predictive pilot—say, forecasting device failures. Refine based on results, then scale.?

The Vision Taking Shape?

This phase is about momentum. Predictive, personalized support doesn’t just fix problems—it prevents them, turning IT into a proactive partner. IT support begins to transform from a large reactive, task-taking unit to a streamlined advanced team focusing on automation and predictive activities. It’s an achievable leap that builds on today’s crawl, setting you up for the long game.?

Run: Racing Toward a Transformative Future?

Now, let’s dream big—but not unrealistically. In the long term (think 5+ years), AI could create a self-healing enterprise—a support ecosystem so seamless it’s almost invisible. Issues resolve before users notice, systems optimize themselves, and IT teams shift from maintenance to innovation. This is the ultimate prize.?

The Big Picture?

• Proactive Perfection: AI will detect and fix glitches—like a network lag or hardware hiccup—before they disrupt.??

• (Near) Agentless End User Support: AI-based support, backed by automated workflows, integrated systems, and an extensive knowledgebase will drastically reduce the number (and cost) of human talent required to support end users day-to-day.??

• Human-AI Synergy: Freed from grunt work, IT pros will focus on strategic priorities—think digital transformation or new product rollouts. Support becomes a growth engine, not a cost sink.?

Laying the Foundation?

• Integrate Everything: Choose AI solutions that weave into your full IT stack—cloud-based, modular, and future-proof. ServiceNow’s 2023 report hints at how proactive AI could redefine productivity by minimizing disruptions (ServiceNow, 2023).?

• Think Big, Start Small: Align your current investments with this vision. A chatbot today could evolve into a predictive powerhouse tomorrow.?

• Cultivate a Mindset: Encourage your team to see AI as a collaborator, not a threat. Upskill them for strategic roles that this future demands.?

Why It Matters?

This isn’t just cool tech—it’s a competitive edge. A self-healing enterprise runs smoother, costs less, and innovates faster. It’s the kind of future where IT support isn’t a bottleneck but a catalyst, empowering your business to thrive.?

Your Action Plan: From Crawl to Run?

The path to AI-powered IT support is clear, and it starts today. Here’s your roadmap:?

1. Assess and Automate: Pinpoint your biggest support headaches—start automating there. A 20% drop in tickets could fund your next step.?
2. Plan for Scale: Pick tools that grow with you—think cloud-native and integrable. Avoid one-trick ponies that stall at “crawl.”?
3. Upskill Now: Start training on analytics and AI management. Look for ways to reduce manual efforts, such as those with entry-level end user support by offsetting it using AI engineering.??
4. Pilot, Measure, Expand: Test AI in one domain—automation, prediction, whatever fits. Quantify the wins, then build on them.?

The Call to Lead?

The future of IT support is dazzling yet doable. Start with automation to crawl out of the ticket swamp. Walk toward prediction and personalization to prevent problems. Run toward a self-healing enterprise where support fuels innovation, not frustration. This isn’t hype—it’s a journey grounded in today’s tools and tomorrow’s potential. The question isn’t if you’ll get there, but how fast. What’s your first move??