How ready is the British IT department (and what support does it need) for the future?
Now that we know that AI is here to stay and British organizations are increasingly adopting AI, it’s time to look ahead: what does that mean for the future of the British IT department? How will AI and IT teams work together? And how does that affect the role of the IT department? In this third and final part of our blog miniseries, we discover what the 1,000 British IT professionals surveyed in our recent study have to say about their expectations around the impact of AI on the future of IT. And we can safely say: change is imminent.
AI as a pillar for a future-proof IT department
Nearly half of the respondents agree that one of the main characteristics for a future-proof IT department is the use of AI, for everything from repetitive tasks through to advanced insights, with 22% stating that lack of automation or AI tools is actually holding them back.
The professionals’ view of how future proof their department is, appears closely linked to their organization’s AI maturity. Those who feel more mature are far more confident, with 98% seeing themselves as future-proof, compared to 83% of those still experimenting.
Zooming in on the number of IT professionals who currently consider their department to be fully future-proof, this drops to 45% – which is largely similar to other European countries.
As we’ve seen in our previous blog, there are different things impacting organizations’ AI maturity levels (and there’s a lot of room for improvement, too).
AI takes the passenger seat...
Despite embedding AI and increasingly embracing automation, one thing’s become very clear: AI does not replace the human. It takes the passenger seat, with the human firmly behind the wheel. Because the human touch at the right moment is more important than ever.
Thanks to smart technology, we’re moving towards greater end-user autonomy. Employees will no longer need the IT department every time they face an issue. But, at the same time, personal contact remains essential.
There are always complex or personal situations in which you want or need to speak to an IT professional. The challenge for the IT department is not to replace human contact, but to design the digital foundation in such a way that human time is invested where it really matters.
...while the role of the IT department is changing
Considering the above, and the rapid technological advancements in the industry, it’s hardly a surprise that the nation’s IT departments are at a crossroads. With AI contributing to automation of repetitive and operational tasks, skilled resources are freed up to focus on more complex issues and add the human touch where necessary or deserved. It also allows IT to become a strategic partner that supports business goals, breaks down silos and makes resilience a top priority.
AI can accelerate that transition. Not by replacing people, but by transforming their tasks. We already see AI increasingly answering first-line questions, enabling IT professionals to focus on collaboration, prevention, and innovation. Simply put: fewer tickets, more strategy. Improved efficiency, lower costs.
With AI as an accelerator, the IT function can be turned into a strategic foundation. But since AI doesn’t always get the highest priority, we encourage IT to take the lead. With their background and tech affinity, IT teams can make sure AI is used in a responsible and secure way, in close collaboration with top management. The best way to do so? Continue to actively seek each other out and make AI a shared responsibility.
As AI advances and work changes, one factor remains decisive for organizational success: how well and smoothly people can do their work digitally.
So, that leaves me with a final question: which task can you let AI take over today?
Let’s get started, together
Whether you’re totally new to AI and automation, got the AI ball rolling and want to expand what you’re doing, or would like to improve your service management with our AI-assisted solutions: we’d love to help.
Get in touch with your account manager or request a personal demo today.
Read the previous articles in this series
Blog 2: AI and automation in the British workplace: how mature are we, really?
Inside ITSM 2026: The Future of Internal IT
Take a deep dive into the full research and explore everything there is to know about the role of IT in the British employee experience, and IT and service management in transition.
About the reseach
The findings in this blog are the responses from 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 miniseries focuses on the responses of 1,000 UK IT professionals and their thoughts on AI and automation related topics specifically.
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