How has IT support changed over the decades?

17th July 2025

The IT world has rapidly changed: how has IT support adapted to keep up?

What was your first PC you can remember using? I can remember my dad having an Apple machine of some description, a massive, cumbersome monitor that took up the whole desk. It used to take a long time to do anything, but at the time it must have been the latest IT innovation.

The IT needs on that computer are massively different to the needs of a modern one: technology evolves fast. As it has progressed, so has IT support, with the requirements of installation, upkeep and repair changing as the technology did. We wanted to explore this history, to see just how far we’ve come:

1950s-1960s: this is when computers first started to be used, but they weren’t widely available. They were enormous and expensive, used mostly by governments or large corporations. Support was handled by engineers and operators who maintained the hardware, typically scientists or specialists who had direct access to the machines.

1970s-1980s: earlier PCs began to be introduced and with higher demand came more responsibilities for IT professionals. Help desks were set up to assist with hardware setup, software installation and troubleshooting. Often, these desks were internal to a company and were phone based.

1990s: the internet changed computing in the 90s, with the widespread adoption of LAN and the World Wide Web. Now IT support had expanded to include network troubleshooting, email configuration and virus defence, with remote support tools and ticketing systems beginning to appear.

2000s: many companies begin outsourcing their IT – Interfuture Systems was ahead of the game, having launched in 1997! Due to the increasing complicated nature of the technology in use, support became more structured, with tiers, as well as SLAs introduced.

2010s: as the emphasis on mobile technology became clearer, so did the need for cloud services. Cyber security also became a priority for IT support teams, with self service portals and chatbots being used to make resolving problems even easier than before.

2020s: in the present, the IT trends that are most popular include AI, automation and hybrid working. IT support is seen as integral, not only to the technical running of a business, but as a strategic one, as good IT can give companies an advantage over competitors.

So, there is a very brief history of IT support: as you can see, the need for a support team today is more important them ever. Furthermore, you need a support solution that can keep up with whatever the next stage of computing may bring: contact Interfuture Systems, who for almost 30 years have continued to evolve in the way we help clients.

YouTube: https://youtu.be/F2B2CNPVbqo