IT Support Trends For 2021

The 2020 pandemic has forced the IT industry to look at the world from a different perspective. Now, before releasing a new application or launching a new technology, companies ask themselves: “How useful will it be in today’s reality?” Indeed, the growing necessity to provide people with essential services online has given a tremendous impulse to the advancement of the IT industry and opened up new business opportunities.

Most of the IT support trends have something to do with the pandemic. Still, they don’t revolutionize, but try to adjust the proven IT support practices, including L1, L2, L3 support, to the requirements of our reality. Let’s take a look at the major strategic IT support trends of 2021 highlighting changes that are taking place in the IT world.

Employment of Automation Technology

Automation is mostly associated with efficiency. Undoubtedly, it is especially helpful in the IT industry, referring to the simplification of increasingly complex tasks and systems. Minimizing manual work by replacing it with autopilot systems introduces several benefits:

  • Centralizing routine tasks
  • Improving time management
  • Reducing the impact of human factor
  • Increasing productivity

The Usage of Cloud Computing

Cloud computing means providing users with easy access to a shared network of computing resources over the Internet (“the cloud”). These services increase resource flexibility, accelerate innovation, and help to improve infrastructure management and scaling.

If any difficulties concerning IT infrastructure or application appear, a user may turn to a tier 2 help desk setup guide to get assistance in resolving these issues. At this stage, the level 2 technician contacts a user for further in-depth investigation of the issue.

The Internet of Things (IoT) Application

Internet of Things (IoT) is a network of uniquely identified objects (in fact “things”) that can communicate with each other over an IP connection without human intervention. To put it simply, IoT turns usual things into new devices, varying from smartwatches to smart cities.

Despite the continuing negative impact of the pandemic on IoT budgets, IoT analytics expects 2021 IoT spending to increase 24%, with the overall market reaching $159.8 billion by the end of 2021. The main benefit of the Internet of Things for businesses is that they gain access to more data about their products as well as their internal systems which helps implement further improvements.

For consumers, incorporating the Internet of Things makes the environment – homes, offices, and vehicles – smarter, more measurable, and sociable.

Improvement of Anywhere Operations

This is a new IT model that is designed to provide users with more controllable support. It acquired a special role during the pandemic and continues to gain popularity.

To employ this model effectively, it is necessary to provide users with secure distant access, automated support for remote operations, and cloud infrastructure. Moreover, this trend also includes the usage of mobile applications, as more and more programs are effectively adapted to mobile devices, which significantly boosts the speed of solving problems.

Advancement of Cybersecurity

A cloud-based cybersecurity network allows any customer or employee to access a company’s digital asset, therefore it is crucial to ensure that all the devices are defended from attacks and breaches.

Nowadays, most companies invest in preventive methods of protection and carry out regular updates of all elements of the infrastructure to eliminate the threat of cyberattacks.


As we can see, most of these trends have something to do with the pandemic. Some of the 2021 IT support trends will permanently remain in this industry while others will be somehow modified. Nevertheless, all these trends try to solve the problem of corporate data protection, improvement of internal processes, and increasing digital technology’s reliability to meet the requirements of the current period.


Alyse Falk is a freelance writer with experience in digital marketing, technologies, content marketing, marketing trends, and branding strategies. Alyse also writes for several reputable sites where she shares her hints for creating content. Please feel free to reach out to me at