How to Set a Vision for the Future of IT Within Your Organization
Modern organizations are transforming their IT departments from cost centers to strategic assets, as revealed by leading industry experts. Shifting focus from tickets closed to capabilities enabled creates measurable business value through technology investments. Cloud infrastructure, AI-driven support tools, and enhanced observability systems are key elements in creating a frictionless IT environment that serves as a true business multiplier.
Making AI a Natural Teammate
At Tech Advisors, our vision for the future of IT is centered on making artificial intelligence a natural part of every organization's daily operations. We see AI not as a distant innovation but as a trusted teammate. The goal is to create systems that simplify complex processes, automate repetitive tasks, and help teams focus on strategy and creativity. I've seen firsthand how small automation steps—like ticket triage or proactive monitoring—free up our technicians to think more critically and serve clients better. That experience shaped my belief that AI will define the next generation of IT service delivery.
Our key goal is to empower every employee with what I call *agentic AI*—AI that can think and act within defined boundaries to complete multi-step workflows. Google Cloud's Agentspace platform is a great example of this concept in action. It allows employees to automate research, analyze data, and process requests without needing to code. In our own practice, we've begun testing similar AI tools that can summarize cybersecurity incidents, cross-check logs, and suggest remediation plans. It's like giving every team member a digital assistant who never sleeps and always learns.
For other IT leaders, my advice is to start small and stay open. Don't wait for perfect AI maturity—experiment with tools that integrate into your workflow today. Encourage teams to view AI as a collaborator, not a replacement. Elmo Taddeo from Parachute once told me that "AI won't take your job, but someone using AI might," and that has stuck with me ever since. The future of IT isn't just about faster systems or stronger defenses—it's about empowering people with technology that helps them do their best work, every day.
Shifting from Tickets Closed to Capabilities Enabled
For too long, many organizations have viewed their IT department like the plumbing. It's essential, but you only think about it when it's broken. This mindset keeps IT in a reactive loop of fixing laptops and managing servers, while the rest of the business waits in line for support. It creates a natural friction that slows everyone down and makes technology feel like a hurdle to be cleared rather than a tool for leverage. This dynamic simply can't keep pace with the speed we need to operate at today.
My vision is to fundamentally change that relationship. The goal isn't for IT to build more dazzling, complex systems for the business, but for IT to become almost invisible. This doesn't mean the team disappears; it means we make technology so seamless, secure, and self-service that our colleagues are empowered to solve their own problems. The single most important aspiration I have is to shift our primary metric of success away from "tickets closed" and toward "capabilities enabled." We should measure our value not by the projects we complete for people, but by the problems they can solve without ever needing to file a ticket in the first place.
I remember watching a marketing team struggle for weeks to get a specific data report built by our overloaded development team. Instead of adding them to the long queue, we spent one afternoon training them on a self-service analytics tool the company already had. They built the exact report they needed that same day, and a week later, they had created three more dashboards we never would have even thought of. We know we're succeeding not when we get applause for a system we delivered, but when we see a team present a breakthrough they achieved on their own, using a tool we simply put in their hands. True enablement feels less like building a bridge and more like teaching someone to fly.
Technology as a Business Multiplier
Our vision for IT is centered on using technology as a multiplier rather than just a support function. As a SaaS platform, everything we build connects back to one goal which is giving our team the ability to move faster and reach further. We are leaning into AI to extend our capacity, automate what used to take hours, and surface insights that help users make better decisions in real time. The key goal is to create an infrastructure where innovation happens continuously and not in bursts. When IT becomes an engine for speed and intelligence, it stops being a back office function and starts driving the entire business forward.
Cloud Migration with AI-Driven Support Tools
The future of IT at hagel IT-Services is seamless cloud integration with robust automation. The primary goal is to fully migrate core operations to a secure Azure environment, blending AI-driven support tools for proactive issue resolution. This reduces manual overhead and unlocks strategic growth—clients benefit from flexible scaling and resilience.
Standardized Practices with Enhanced Observability Systems
The IT department should stay closely connected to delivery operations. The organization needs to maintain standardized practices for infrastructure and CI/CD and monitoring and security across all projects to achieve engineering decision repeatability at large scales. The main objective for this year focuses on enhancing our observability system. The organization plans to increase Prometheus + Grafana deployment throughout environments and implement structured logging for more services to achieve quicker issue resolution and pre-identify system failures before customer detection.
Own Zero Devices Through Cloud Infrastructure
One of our founding goals is to be as lean as possible. It's why we're fully remote, it's why we automate and outsource as much as we can, and it's also why one of our IT goals is to own zero devices. We want our employees using their own devices (with grants for new employees to buy what they need), we want our server infrastructure on the cloud, and we want as few other devices as possible. We're almost there. We still have a small internal server setup for some services, largely because we got a good deal on it. When that's at the end of its life, we're going to go fully cloud-based.
Unified Digital Infrastructure for Strategic Decisions
My vision for the future of IT within the organization is to create a fully integrated, data-driven ecosystem that enables smarter, faster decision-making across every department. Technology should not only support operations but actively shape strategy through predictive insights, automation, and seamless collaboration.
One key goal is to establish a unified digital infrastructure where all systems—from customer relationship management to analytics—communicate in real time. This would eliminate data silos, improve visibility, and allow teams to act on insights immediately. The aspiration is to shift IT from being a reactive support function to a strategic enabler of innovation and efficiency.
By investing in cloud-first architecture, AI-driven analytics, and strong cybersecurity frameworks, the organization can stay agile, scale effectively, and empower employees to make informed decisions that drive long-term growth.
Achieving Zero IT Friction in Field Operations
My vision for the future of IT is to eliminate the concept of "IT" as a separate, complex structure entirely. IT shouldn't be a friction point; it should be an invisible, resilient hands-on tool that simplifies the work of the crew. The conflict is the trade-off: traditional IT demands complex data entry, which creates a structural failure in data integrity because the crew won't use it effectively in the field.
My key goal is achieving "Zero IT Friction." This means designing systems where the required operational data—like photos of structural failure or time logging on heavy duty trucks—is captured seamlessly and immediately in the field with minimal input. We're moving toward voice-activated logging and image-based data entry to eliminate the need for manual data input. The focus shifts the investment from managing servers to optimizing the speed of the hands-on data collection process.
This vision guarantees that the crew's integrity and productivity are never compromised by administrative complexity. IT stops being a barrier and becomes the most reliable structural component of the business. The best vision for the future of IT is to be a person who is committed to a simple, hands-on solution that prioritizes data resilience and zero friction for the worker in the field.
