The Future of Internal IT in the UK

Inside ITSM 2026

This report reveals how digital employee experience (DEX), collaboration and AI are reshaping the role of internal IT—with data, expert opinions, and practical takeaways.

In the report

  • Research on challenges, trends, and priorities for IT teams in 2026
  • How DEX, collaboration, and AI are reshaping the IT function
  • Expert guidance for a more strategic IT approach
  • Get the report for free below—no contact details necessary!

10 million+ users get things done with TOPdesk

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About the research

This report is the result of an international online survey conducted by Censuswide in August 2025 on behalf of TOPdesk.

A total of 6,000 IT professionals participated, from Belgium, Germany, the Netherlands, Austria, the United Kingdom, and Switzerland. All of them work in organizations with more than 25 employees. This report focuses on the responses of 1,000 UK IT professionals.

Discover the future of ITSM

About TOPdesk

  1. 25+ years of ITSM expertise

    TOPdesk is a flexible, ready-to-use software platform for ITSM, FM, and ESM that combines proven best practices with easy personalization—ensuring a smooth, fast start without the heavy lifting.

  2. Simple to use. Easy to adapt.

    Once set up, TOPdesk is effortless to maintain. No coding or consultants required—just intuitive tools that evolve with your organization’s changing needs.

  3. Real people = Real support

    From Sales to 24/5 Support, you’re guided by in-house experts who care about your success—and connected to a thriving community of ITSM professionals.

The people have spoken (and they like us)

The software is extremely good, but the support is in another league. The team are extremely friendly, very knowledgeable and will almost always know the answer immediately.
Rachel Wright, ESM Product Manager @ Anglia Ruskin University
TOPdesk is customizable in a user-friendly way. Other tools I worked with required technical and expert-level knowledge to make different queues, portals, and categories.
Leroy de Bock, IT Coordinator & Service Manager @ Van Neynsel
TOPdesk is easy to use and affordable, with all features to smoothly manage services.
CEO, Computer Software
TOPdesk is a quality solution, supported by quality people at a very affordable price.
IT Director, Entertainment
The people at TOPdesk are always quick to respond to questions or problems. When we're tinkering with our system again, they have good ideas. They simply radiate competence.
Thorsten Wiggers, IT Helpdesk Manager @ Landkreis Verden