Disruptive Trends Set to Shape the IT Support Industry in 2021

The information technology industry has been in a perennial state of change for the better part of twenty years. One IT Support Canberra company tells us that in a technology-driven environment that is constantly changing and evolving to meet user expectations, the IT support industry has been subject to constant change. In 2021, we expect to see a number of disruptive technology trends come through the industry and reshape the way that businesses operate in this space. 

The IT support and services industry has been subject to relentless scrutiny and change as it strives to prove its place in the modern business environment. In some respects, the industry is under threat by the same technology (AI, Augmented Reality etc.) that is currently causing the biggest growth in the market. In this article, we will look at two major trends that are disrupting the industry and how these will drive change in 2021 and beyond. 

Artificial Intelligence (AI) Comes to the Forefront

Artificial intelligence has been threatening to reshape the industry for the better part of ten years. Now, however, in 2021 we expect to see this technology reshape the industry in a way that has never been seen. AI-driven technology such as chatbots is already reducing the number of workers that are required to fulfil roles for IT support in London. According to one IT support company in Canberra, the prominence of chatbots and AI technology will continue to drive change in the industry over the next twelve months. 

Access Management and Customer Identity

In 2021, Customer identity and access management are set to provide clean, cross-channel customer experiences that improve and reshape the industry. The customer identity database will be used to understand the specific requirements of customers and provide tailored solutions that enhance customer experiences with information such as past purchases being used to inform the way that information is presented to them. 

Final Thoughts

2021 will be another major, disruptive year for the IT Support and Services industry. We expect to see the companies that embrace (rather than resist) this emerging technology be the big winners over the coming twelve months.