IT Support in 2018 – What do South Wales business owners and IT Managers need to know?

If 2017 was the year of upheaval and challenges (the Wannacry virus, Brexit shenanigans, Trump and concerns about Global security), what does IT Support in 2018 have in store for businesses? Before we jump in here let’s get one thing straight – it’s impossible to call out just one important influencing factor that business owners need to keep an eye on. What we do know is that 2018 is shaping up to be the year that IT support costs, delivery, colour and flavour will change, evolving at a pace never seen or experienced before. So, what should South Wales business owners and IT Managers expect? Here are 3 things sure to dominate conversations during 2018:

1. The level of customer expectation will increase

Customers will no longer accept analogue-static solutions with fixed costs and delivery. The need for solutions that are responsive to the market needs and demands will only escalate. The need to focus on the customer experience and ensuring that products/services maintain their relevancy is key. A Gartner study found 89% of businesses are soon expected to mainly compete on customer experience. “You’ve got to start with the customer experience and work backwards to the technology” – Steve Jobs.

2. 2018 will be the year that business need to become Brave

But what does that actually mean? It means setting 3 to 5 year business plans simply will not work. They will be out of date before the end of the first month. Implementing smaller, more agile business practices and plans will be required, to be able to respond to market shifts and customer demands. This will be very new for some business owners. There will also be the need to set aggressive targets, but with an expectation and acceptance that failure will occur. The need to “learn to fail, but fail fast” will become the norm.

IT Support in 2018

3. Just expect more change

a business owner or IT Manager now is the time to develop processes, skills and a culture that will enable the company to change. The discussion around the merits of technology will continue, however, the harder conversation will be to win the “hearts and minds” of the staff. Companies and organisations that can adapt the quickest to the pace of change will be best placed to exploit the endless possibilities that new and existing technologies offer.

There is nothing radical, new or special about the above points, but we do know that they will dominate discussions throughout 2018 and beyond. In the next blog we will look at the how and why digital transformation is important to business.