Tools We Use in IT Support: Full 2025 Guide

Modern IT support relies on powerful software tools. The right tools make teams more efficient and businesses more secure. This guide explains the essential tools UK IT support teams use in 2025.

Why Choosing the Right IT Support Stack Matters in 2025

Businesses face complex IT challenges in 2025. Hybrid work continues to transform how teams operate. Cybersecurity threats grow more sophisticated daily. Regulations tighten with each passing month.

The IT support landscape has evolved dramatically to address the complex needs of hybrid work environments, escalating cybersecurity threats, and increasing demands for automation and efficiency. Companies must select tools that solve these challenges while staying compliant with UK regulations.

Your IT tools determine how quickly issues get resolved. They impact security posture and business continuity. The right stack reduces costs and improves user satisfaction. The wrong choices create gaps in protection and waste resources.

Remote Monitoring & Management (RMM) Tools

Purpose and Core Functions

RMM tools form the backbone of modern IT support. They let teams monitor and fix IT issues remotely.

RMM tools enable IT support teams to proactively monitor, manage and maintain IT infrastructure remotely. These solutions provide continuous device health monitoring, automated patching, alerting, and remote troubleshooting capabilities, reducing downtime and improving service delivery efficiency.

With a good RMM, teams spot and fix problems before users notice them. This proactive approach reduces downtime and frustration.

Leading 2025 Products

NinjaOne, voted as the number 1 RMM tool for 23 consecutive quarters, manages over 20,000 customers worldwide with centralised monitoring of Windows, macOS, and Linux devices. It offers instant remote connection to endpoints, versatile cross-environment operation, and integrated backup and documentation features. G2 rating: 4.7/5.

N-able RMM/N-central: Recently updated with N-central 2025.2 (April 2025), this platform now features expanded Linux compatibility, enhanced visibility through detailed audit logs, and advanced features like automatic patch approval based on CVSS scores. The update focuses on helping partners optimise management efficiency in an evolving IT landscape.

Datto RMM is a fully cloud-based monitoring solution designed specifically for MSPs. Though acquired by Kaseya in 2022, Datto RMM has maintained its core competencies. It empowers MSPs to efficiently oversee and support client endpoints and IT infrastructure from anywhere in the world.

ConnectWise RMM is built on the infinitely scalable ConnectWise Platform. This solution combines out-of-the-box automation with robust customisation options. Key features include patch management (rated 4.0/10), remote monitoring & management (4.0/8), and remote access/control (4.7/6).

Key 2025 Trends

RMM tools have evolved significantly this year. Key improvements focus on security integration and AI capabilities.

The RMM market in 2025 is experiencing significant evolution, with several key trends driving innovation:

• AI and machine learning for predictive maintenance and anomaly detection, enabling early identification of potential issues before they impact operations.
• Enhanced automation of complex tasks, reducing the manual workload on IT teams.
• Tighter integration with cybersecurity ecosystems to address tool sprawl and provide unified security management.
• Specialised solutions for supporting hybrid work environments, reflecting the persistent nature of distributed workforces.
• Focus on sustainability and efficiency, with features to optimise resource usage and align with corporate sustainability goals.

Typical Pricing

Most RMM tools use per-device pricing models. Most RMM solutions follow a SaaS model with per-endpoint pricing. NinjaOne charges £2-£4 per endpoint with potential discounts for larger deployments.

Cloud deployment dominates the market, though some vendors still offer on-premises options for specific regulatory needs.

Pros and Cons Summary

Strengths:

• Centralised management of diverse endpoints.
• Automation of routine maintenance tasks.
• Proactive issue detection and resolution.
• Scalability for growing businesses.

Weaknesses:

• Learning curve for complex platforms.
• License lock-in concerns.
• Premium pricing for advanced features.
• Integration challenges with existing systems.

Professional Services Automation (PSA)

Purpose and Core Functions

PSA tools help IT service providers run their businesses efficiently. They manage projects, track time, handle billing, and improve customer relationships.

PSA software helps managed service providers streamline business operations, including project management, time tracking, billing, and customer relationship management. In 2025, PSAs have evolved from basic ticketing systems to comprehensive operational engines that eliminate manual work and drive profitability.

Modern PSA platforms connect all parts of IT service delivery. They ensure no billable time gets missed and client expectations stay clear.

Leading 2025 Products

SuperOps is positioned as the “best PSA for IT MSPs.” SuperOps creates unified RMM+PSA solutions specifically designed for IT service providers. This integrated approach helps MSPs deliver more consistent service while capturing every billable dollar.

Halo PSA is listed as one of the top PSA solutions for managed service providers in 2025, offering comprehensive business management capabilities.

Atera is featured in both PSA and RMM categories. Atera provides an integrated platform that combines PSA functionality with remote monitoring capabilities.

Syncro is included among the top PSA solutions for 2025, offering MSPs a unified platform for business operations.

ConnectWise Manage, Autotask PSA & Kaseya BMS. These established platforms continue to maintain significant market share in 2025, offering comprehensive business management tools for MSPs.

Key 2025 Trends

PSA solutions now focus on unifying operations and leveraging AI. Key trends in the PSA space for 2025 include:

• Unified platforms outpacing integrations, with MSPs moving away from patchwork solutions toward comprehensive platforms.
• Advanced automation reducing manual workload and minimising overhead costs.
• Embedded payments streamlining the billing and collection process.
• AI-driven insights improving decision-making and resource allocation.
• Client-facing portals enhancing transparency and self-service capabilities.

Typical Pricing

Most modern PSA solutions follow a SaaS model with monthly per-user pricing structures. Deployment is predominantly cloud-based to enable anywhere access and integration with other cloud services.

Vendors typically offer tiered plans based on features and user counts. Small MSPs can start with basic plans and scale up as they grow.

Pros and Cons Summary

Strengths:

• Unified visibility across operational metrics.
• Streamlined service-to-cash lifecycle.
• Enhanced team collaboration features.
• Improved resource allocation and utilisation tracking.

Weaknesses:

• Implementation complexity and learning curve.
• Integration challenges with legacy systems.
• Potential for vendor lock-in.
• Cost concerns for smaller MSPs.

Ticketing & Help-desk Platforms

Purpose and Core Functions

Ticketing systems track support issues from start to finish. They ensure nothing falls through the cracks.

Ticketing and help-desk platforms manage customer support interactions, track issues through resolution, and provide self-service options. In 2025, these systems will increasingly incorporate AI to enhance agent productivity, automate routine responses, and deliver faster resolution times.

Modern help desks offer omnichannel support. Users can get help via chat, email, phone, or self-service portals.

Leading 2025 Products

Freshdesk is an AI-powered solution with robust automation capabilities, including Freddy AI, which reduces average response time by 93%. Features include omnichannel support, automated workflows, and detailed analytics. G2 rating: 4.4/5.

Zendesk offers omnichannel support, AI bots, advanced analytics, and customizable workflows. Strong in real-time customer interactions with features like live chat, messaging, and social media integration. G2 rating: 4.3/5.

HubSpot Service Hub unifies customer support and success with features like knowledge base management, omnichannel support, and skill-based routing. Includes customer feedback tools for continuous improvement. G2 rating: 4.4/5.

Salesforce Service Cloud features GenAI automation, 360-degree customer views, and advanced incident management capabilities. Provides a step-by-step service planner to streamline workflows. G2 rating: 4.4/5.

Intercom focuses on personalised customer interactions through live chat, AI chatbots, and CRM integration. Particularly strong for in-app and website support scenarios. G2 rating: 4.5/5.

Key 2025 Trends

AI dominates ticketing innovation in 2025. The ticketing landscape in 2025 shows several important trends:

• AI-powered ticket triage and response suggestions dramatically reducing resolution times.
• Predictive analysis of customer needs enabling proactive support.
• Self-healing systems that resolve common issues automatically.
• Conversational AI improving the quality of automated interactions.
• Knowledge management integration for faster resolution and consistency.

This AI-driven approach reduces resolution times and improves customer satisfaction.

Typical Pricing

Help-desk pricing varies widely based on features and scale. Ticketing systems primarily use SaaS deployment with per-agent monthly subscription pricing. Tiered models typically offer increasingly advanced features at higher price points:

• Freshdesk: Free (2 agents) to £79 per agent/month (Enterprise).
• Zendesk: £55 per agent/month (Support Team) to custom pricing (Enterprise).
• HubSpot: Free tools to £150 per month/seat (Enterprise).
• Salesforce: £25 per user/month (Starter) to £500 per user/month (Einstein 1).
• Intercom: £39 to £139 per seat/month.

Free tiers often provide basic functionality for small teams.

Pros and Cons Summary

Strengths:

• Omnichannel support options for a consistent experience.
• AI-enhanced agent productivity and response quality.
• Customisable workflows and automation rules.
• Detailed analytics and performance reporting.

Weaknesses:

• Learning curve for complex platforms.
• Premium pricing for advanced AI features.
• Potential integration challenges with legacy systems.
• Data export limitations in some platforms.

Endpoint Protection & EDR/XDR

Purpose and Core Functions

Endpoint security tools protect devices from cyber threats. They detect suspicious activity and respond to incidents.

Endpoint protection, EDR (Endpoint Detection and Response), and XDR (Extended Detection and Response) tools protect devices from threats, detect suspicious activities, and provide response capabilities for security incidents. In 2025, these solutions will increasingly unify security across endpoints, networks, and cloud resources.

Modern solutions focus on detecting attacks early and responding automatically.

Leading 2025 Products

SentinelOne Singularity Platform: An AI-powered cybersecurity solution that unifies endpoint, cloud, and identity protection into a single platform. Provides enterprise-wide visibility and protection through advanced threat detection and response capabilities.

Microsoft Defender XDR: A unified, AI-powered solution designed to protect organisations across their entire digital estate. Integrates deeply with Microsoft 365 and Azure ecosystems, providing advanced threat detection, automated response, and centralised incident management.

Palo Alto Networks Cortex XDR: A comprehensive, AI-driven solution that integrates endpoint, network, and cloud data for advanced threat detection and response. Leverages machine learning and behavioural analytics to identify and mitigate complex threats.

VMware Carbon Black EDR and Cloud: A scalable incident response and threat hunting solution designed for security operations centres. Continuously records and stores comprehensive endpoint activity data, allowing threat visualisation and complete attack kill chain analysis. Features include attack chain visualisation and customizable behavioural detection.

CrowdStrike Falcon Insight: Listed as one of the top EDR tools in 2025, offering advanced endpoint protection capabilities.

Key 2025 Trends

Security tools consolidate in 2025. Key trends in the endpoint security space for 2025 include:

• XDR replacing traditional EDR for more comprehensive protection across security domains.
• AI-driven threat hunting and automated response capabilities.
• Zero-trust integration for enhanced security posture.
• Behavioural analysis improvements for detecting novel threats.
• Cloud workload protection extending security beyond traditional endpoints.

This integrated approach helps organisations detect and respond to threats faster.

Typical Pricing

EDR/XDR solutions typically follow a SaaS model with per-endpoint pricing, usually on an annual subscription basis. VMware Carbon Black EDR’s pricing varies depending on organisation size and needs.

Deployment options include cloud-based, on-premises, and hybrid models to fit different security requirements.

Pros and Cons Summary

Strengths:

• Comprehensive threat detection and response capabilities.
• Unified security management across multiple domains.
• Advanced analytics and threat intelligence integration.
• Automation of security processes and incident response.

Weaknesses:

• Cost considerations for comprehensive protection.
• Resource requirements for full functionality.
• Complexity of implementation and management.
• Potential for alert fatigue without proper tuning.

Backup & Disaster Recovery Suites

Purpose and Core Functions

Backup and recovery tools protect business data. They ensure companies can recover quickly from disasters.

Backup and disaster recovery solutions ensure business continuity by protecting data against loss, enabling quick recovery after incidents, and providing failover options during outages. In 2025, these tools will increasingly integrate ransomware protection and cloud capabilities.

Modern backup solutions focus on speed, security, and reliability.

Leading 2025 Products

V2 Cloud offers a comprehensive Virtual Desktop Infrastructure (VDI) solution with built-in backup and recovery features. It ensures data is securely backed up and can be quickly restored, minimising downtime and ensuring business continuity. Known for enhanced security, scalability, and ease of use.

Acronis Cyber Backup provides advanced backup and recovery solutions for physical, virtual, and cloud environments. Features include active protection against ransomware, blockchain-based data authentication, and a hybrid cloud architecture for comprehensive data protection.

Veeam Backup & Replication delivers powerful and reliable backup and recovery solutions for virtual, physical, and cloud-based workloads. Features instant VM recovery, built-in WAN acceleration, and advanced monitoring and reporting capabilities.

Key 2025 Trends

Backup tools now actively fight ransomware. Key trends in backup and disaster recovery for 2025 include:

• AI-driven backup optimisation and scheduling
• Immutable storage for ransomware protection and recovery
• Automated compliance reporting for regulatory requirements
• Integrated security scanning of backup data
• SaaS backup capabilities for cloud applications

This focus on security helps businesses recover even after sophisticated attacks.

Typical Pricing

Backup solutions typically follow either capacity-based or per-workload pricing models. Deployment options include cloud-based, on-premises, and hybrid approaches, with most vendors offering flexible options to accommodate various business needs and compliance requirements.

Costs vary greatly based on the amount of data and speed of recovery needed.

Pros and Cons Summary

Strengths:

• Comprehensive data protection across diverse environments.
• Rapid recovery capabilities minimising downtime.
• Scalable solutions for growing businesses.
• Integration with virtualisation and cloud platforms.

Weaknesses:

• Storage costs for long-term retention.
• Bandwidth limitations for cloud backups.
• Complexity of managing diverse workloads.
• Recovery testing challenges in large environments.

Patch Management and OS Deployment

Purpose and Core Functions

Patch management tools keep systems updated with security fixes. OS deployment solutions streamline operating system installation.

Patch management tools automate the process of keeping systems updated with security patches and software updates, while OS-deployment solutions streamline the installation and configuration of operating systems across multiple devices.

These tools help businesses stay secure and compliant with minimal effort.

Leading 2025 Products

Atera offers patch management alongside other IT operations from a single platform. It supports OS, app, and hardware driver updates with automation profiles for scaled deployment. Features include a centralised dashboard, strong reporting, and easy policy automation.

Automox streamlines patching for Windows, macOS, and Linux devices and supports over 500 third-party applications. Users can script deployments, schedule updates by policy, and manage devices from a cloud console. Features cross-platform patching and remote device visibility.

GFI LanGuard Combines patch management with network vulnerability scanning to secure local and remote endpoints. Allows scheduling of scans, deployment of updates, rollback of changes, and generation of compliance-ready reports from a centralised dashboard.

ManageEngine Patch Manager Plus provides complete control over patch deployment with support for hundreds of third-party applications and testing before organisation-wide rollout. Features include a reliable patching engine, an easy-to-use interface, and strong automation capabilities.

Heimdal focuses on rapid patch deployment, working well in security-focused environments that need to enforce compliance and automate updates. Features include fast deployment, multi-platform support, scripting, and compliance tracking.

Key 2025 Trends

Patching speeds up to meet tighter compliance standards. Key trends in patch management for 2025 include:

• AI-driven patch prioritisation based on risk assessment.
• Zero-downtime patching for critical systems.
• Risk-based patching strategies focused on vulnerability impact.
• Automated testing environments for patch validation.
• Integration with vulnerability management programs.

This approach ensures critical vulnerabilities get fixed quickly.

Typical Pricing

Most patch management tools use SaaS deployment with per-endpoint pricing models. Some solutions, like ITarian, offer free tiers for up to 50 endpoints. Deployment predominantly happens in the cloud, though some vendors offer on-premises options for specific requirements.

Pros and Cons Summary

Strengths:

• Automated patch deployment reducing manual effort.
• Compliance enforcement for security standards.
• Risk mitigation through timely updates.
• Time savings for IT staff.

Weaknesses:

• Potential for deployment issues in complex environments.
• Testing requirements before broad rollout.
• Network bandwidth concerns for large deployments.
• Legacy application compatibility challenges.

Remote Access and Screen Sharing Utilities

Purpose and Core Functions

Remote access tools let IT teams control devices from anywhere. This capability proves essential for hybrid workforces.

Remote access and screen-sharing tools enable IT support teams to view and control remote systems for troubleshooting, support, and maintenance without requiring physical access to devices. This category has become increasingly critical with the widespread adoption of hybrid work models.

These tools connect support staff to user devices quickly and securely.

Leading 2025 Products

AnyViewer is a versatile, easy-to-use remote access software with cross-platform support for Windows, macOS, Android, and iOS. Features include high-quality performance even on slower networks, end-to-end encryption, and a user-friendly interface with no complex setup needed.

Windows Remote Desktop is Microsoft’s built-in remote access solution, widely used in Windows-centric environments.

Windows Remote Assistance is another Microsoft tool focused on assisting users who initiate the connection request.

Quick Assistis is a simplified remote assistance tool designed for ease of use in support scenarios.

Key 2025 Trends

Remote access tools integrate more security features. Key trends in remote access for 2025 include:

• Zero-trust access controls for enhanced security.
• AI-assisted troubleshooting during remote sessions.
• Augmented reality integration for physical task guidance.
• Session recording and analysis for training and compliance.
• Unattended access improvements for scheduled maintenance.

These improvements balance security and usability needs.

Typical Pricing

Remote access tools range from free built-in solutions to premium subscription-based services. AnyViewer offers a free tier, while more comprehensive solutions typically charge per technician or endpoint.

Deployment typically involves client software with cloud components for connection management.

Pros and Cons Summary

Strengths:

• Immediate access to remote systems for troubleshooting.
• Reduced travel time and associated costs.
• Enhanced support capabilities for distributed workforces.
• Cross-platform compatibility for diverse device environments.

Weaknesses:

• Security concerns if not properly implemented.
• Network bandwidth requirements affecting performance.
• User permission dependencies for access.
• Potential privacy issues requiring clear policies.

Key Regulations Impacting IT Support Tools in 2025

The regulatory landscape shapes IT tool selection. RMM tools must address several important regulatory and security requirements:

• Compliance with Cyber Essentials Plus requirements, including the April 2025 update mandating that businesses fix high/critical vulnerabilities within 14 days of a fix release
• ISO 27001:2022 transition requirements, with certified organisations needing to transition from the 2013 standard by October 31, 2025
• Data sovereignty concerns for UK businesses necessitating UK data centre options

UK businesses must pay special attention to data sovereignty. Tools that store data in UK data centres simplify compliance.

Conclusion: Building Your Optimal IT Support Stack

Selecting the right IT support tools requires careful consideration. Your choices impact security, efficiency, and user satisfaction.

Start by evaluating your current pain points. Identify where automation could save time. Look for solutions that integrate well together to avoid tool sprawl.

Consider unified platforms that combine multiple functions. Unified platforms outpacing integrations, with MSPs moving away from patchwork solutions toward comprehensive platforms

Connect with us today to discuss your IT support needs. Our experts can help you build an optimised tool stack for your unique requirements.

Contact our IT experts today.