How Can SMEs Get More From Their IT in 2026–2027?

17 Jul 2026
Two colleagues smiling and discussing work at a computer desk.

Is Your Technology Helping Your Business Grow or Simply Keeping It Running?

Technology should help a business save time, improve customer service, protect information and make employees more productive.

However, many small and medium-sized enterprises are not receiving the full value from the systems and licences they already pay for.

Employees may use Microsoft 365 only for email. Important processes may still depend on spreadsheets and manual data entry. Old computers may be slowing people down, while cyber security tools remain unconfigured or unmonitored.

During 2026 and 2027, SMEs have an opportunity to move beyond simply fixing computers when something goes wrong.

The businesses that gain the most from their IT will focus on:

  • Using artificial intelligence for defined business tasks
  • Automating repetitive processes
  • Managing devices and access centrally
  • Removing unsupported technology
  • Improving cyber security and resilience
  • Making better use of Microsoft 365
  • Measuring the value and performance of IT
  • Creating a clear technology roadmap

The aim is not to purchase every new product.

It is to identify where technology can remove delays, reduce risk and help employees complete their work more effectively.

Start by reviewing what you already have

Before purchasing additional systems, review the technology and licences already being paid for.

Many businesses have gradually added software subscriptions without checking whether they are still needed.

This can result in:

  • Several applications performing the same task
  • Licences assigned to former employees
  • Premium features that are never used
  • Separate file-sharing systems alongside SharePoint
  • Unused telephone licences
  • Duplicate cyber security products
  • Applications that no longer support a business process
  • Different departments purchasing software independently

A licensing and application review should identify:

  • Which products are being paid for
  • Who is using them
  • Which features are actually required
  • Whether licences are assigned correctly
  • Whether applications overlap
  • Whether less suitable systems can be consolidated
  • Whether existing products already include the required capability

Microsoft presents Microsoft 365 as an integrated collection of productivity, storage, communication and security services. Eligible subscriptions can also provide Microsoft 365 Copilot Chat, while plans with Copilot offer deeper AI integration within applications such as Word, Excel, PowerPoint and Teams.

The best saving may not come from cancelling Microsoft 365. It may come from using more of the services that are already included.

Move away from unsupported technology

By 2026, businesses should no longer be treating Windows 10 migration as a future project.

Standard support for Windows 10 ended on 14 October 2025. Computers may continue to operate, but they no longer receive normal Windows 10 technical assistance, feature updates or security fixes unless the organisation has arranged suitable Extended Security Updates.

Office 2016 and Office 2019 also reached the end of support on 14 October 2025 and no longer receive normal security updates or Microsoft technical support.

If your business still uses these products, 2026–2027 should include a planned migration rather than indefinite postponement.

This may involve:

  • Upgrading compatible computers to Windows 11
  • Replacing devices that do not meet Windows 11 requirements
  • Moving from old Office versions to Microsoft 365 Apps
  • Testing specialist business applications
  • Replacing unsupported servers
  • Updating old firewalls and network equipment
  • Removing obsolete software
  • Documenting temporary exceptions

Extended support can sometimes provide additional time, but it should normally be used as a controlled bridge rather than a permanent replacement for modernisation.

Older devices can create several business costs.

They may take longer to start, fail more frequently, restrict access to modern applications and require more support time. Unsupported software can also expose the organisation to vulnerabilities that are no longer being corrected by the manufacturer.

A device replacement plan can spread the cost over several years and prevent a large number of computers reaching the end of their useful life at the same time.

Use artificial intelligence for real business problems

Artificial intelligence will remain one of the main technology opportunities for SMEs during 2026 and 2027.

ONS data published in April 2026 found that 18% of businesses were planning to adopt at least one form of AI technology within the following three months, the highest proportion recorded since the question was introduced.

However, buying an AI licence does not automatically create value.

Businesses should begin with defined problems rather than introducing AI simply because it is popular.

Useful AI projects could include:

  • Summarising long email conversations
  • Creating first drafts of proposals
  • Producing meeting notes and actions
  • Analysing spreadsheet information
  • Preparing customer-service responses
  • Searching internal policies and documents
  • Turning technical information into customer-friendly language
  • Creating marketing ideas
  • Comparing contracts or reports
  • Producing training material
  • Organising project information

The objective should be measurable.

For example:

Can AI reduce the time required to produce a first proposal draft from two hours to 30 minutes?

That is a clearer business case than simply stating that the company wants to use AI.

Start with a small group of employees and a limited number of use cases.

Measure:

  • Time saved
  • Quality of the output
  • Amount of correction required
  • Employee adoption
  • Security concerns
  • Whether the task is genuinely suitable for AI

Once value has been demonstrated, the organisation can introduce the tools more widely.

Create rules for safe AI use

AI can improve productivity, but employees must understand which information they are allowed to enter into an AI service.

Without a policy, an employee could paste confidential customer information, passwords, contracts or employee records into an unapproved public tool.

The organisation should define:

  • Which AI platforms are approved
  • Which business information can be submitted
  • Which information is prohibited
  • When human review is required
  • Whether AI-generated work must be disclosed
  • How inaccurate output should be handled
  • Who is responsible for approving new AI tools
  • How copyright and confidentiality concerns are assessed
  • How AI access is removed when employees leave

Employees should also understand that confident-sounding AI output can still be incorrect.

AI should support professional judgement rather than replace it.

The NCSC’s assessment of cyber threats to 2027 states that AI is changing quickly and is expected to affect cyber intrusion activity. This means businesses should use AI to improve their operations while also recognising that attackers can use the same technology to increase the speed and sophistication of their activity.

A secure AI strategy should therefore include both productivity and risk management.

Automate repetitive tasks

One of the most practical ways SMEs can gain more from IT is by automating repetitive processes.

Employees may currently spend time:

  • Copying information between applications
  • Saving email attachments into folders
  • Sending routine reminders
  • Creating the same documents repeatedly
  • Chasing approvals
  • Updating spreadsheets
  • Entering customer details into several systems
  • Producing regular reports
  • Notifying managers when something changes

Microsoft Power Automate can create workflows between applications and services, including simple notifications and more complex multi-application processes. Microsoft describes it as a way to streamline business processes and automate repetitive tasks with little or no coding knowledge.

For example, a business could automate a process so that:

  • A customer completes an online form.
  • Their information is added to a SharePoint list or CRM.
  • The sales team receives a Teams notification.
  • A confirmation email is sent to the customer.
  • A follow-up task is created automatically.
  • A manager is notified if the request remains untouched.

Automation does not need to begin with a large development project.

Start by asking employees:

Which task do you complete every week that follows the same steps?

Processes that are frequent, predictable and time-consuming are often the best candidates.

Before automating, make sure the process itself is sensible.

Automating an unclear or unnecessary process may simply allow the business to complete the wrong task more quickly.

Make better use of Microsoft 365

Many SMEs use only a small proportion of Microsoft 365.

The business may rely heavily on Outlook and Word while overlooking tools that could improve collaboration and organisation.

Depending on the licences held, opportunities may include:

SharePoint

SharePoint can provide structured team and company sites for storing documents, policies, templates and internal information.

It may be more suitable than a large collection of folders that only certain employees understand.

OneDrive

OneDrive provides individual cloud storage and can help protect work that would otherwise be stored only on an employee’s computer.

It should be used with clear rules explaining the difference between personal working files and information that belongs in a shared SharePoint location.

Microsoft Teams

Teams can bring together messaging, meetings, files and selected business applications.

However, uncontrolled Teams creation can produce duplicated workspaces and unclear file locations.

The business should define naming, ownership and review processes.

Microsoft Planner

Planner can help teams record tasks, responsibilities and due dates rather than relying entirely on email reminders.

Microsoft Bookings

Bookings can allow customers or colleagues to schedule approved appointments without repeated email exchanges.

Microsoft Forms

Forms can replace emailed spreadsheets and paper-based information collection for suitable internal or customer processes.

Microsoft Lists

Lists can be used to track equipment, customer requests, projects, risks and other structured information.

The right combination will depend on the business.

The aim should not be to force every Microsoft application into use. It should be to select the tools that remove genuine problems and then train employees to use them consistently.

Improve file storage and information management

Businesses often lose time because employees cannot find the correct information.

Typical problems include:

  • Several versions of the same document
  • Files saved on individual desktops
  • Documents shared through long email chains
  • Unclear folder structures
  • Access granted to too many people
  • Former employees remaining as file owners
  • Customer information stored in personal folders
  • No agreed naming system
  • Old information never being archived

Moving information into the cloud does not automatically resolve these issues.

A disorganised file server can become a disorganised SharePoint environment.

Before migrating or restructuring files, decide:

  • Who owns each area
  • Who requires access
  • How folders or sites should be structured
  • How documents should be named
  • Which information must be retained
  • Which documents should be archived or deleted
  • How external sharing will be approved
  • Whether sensitive information needs additional protection

A well-organised information structure can improve search, collaboration, onboarding and security.

It can also improve the quality of AI results. AI tools cannot reliably assist employees when the underlying information is duplicated, outdated or stored in inaccessible locations.

Manage computers and mobile devices centrally

Employees now work from offices, homes, customer sites and other locations.

This makes it difficult to rely on manual computer management.

Microsoft Intune can be used to centrally manage supported Windows, macOS, iPhone, iPad and Android devices.

Policies can help control:

  • Security updates
  • Disk encryption
  • Antivirus protection
  • Firewalls
  • Device passwords and PINs
  • Approved applications
  • Compliance requirements
  • Mobile access
  • Company data
  • Lost or stolen devices

Microsoft 365 Business Premium includes Microsoft Entra ID P1, which provides Conditional Access, and Microsoft positions Intune and Defender as part of its security offering for SMEs. Conditional Access can use device and identity information to control access to company resources.

Intune compliance information can also be combined with Conditional Access so the business can restrict access from devices that are unknown, unmanaged or failing security requirements.

This allows the organisation to move beyond asking only whether somebody knows the correct password.

It can also ask:

  • Is this a company-approved device?
  • Is it encrypted?
  • Is antivirus protection active?
  • Is it receiving updates?
  • Is the operating system supported?
  • Does the device present a known risk?

Central management can reduce support time and give the business greater confidence that remote devices meet the same standard as computers inside the office.

Review personal-device access

Employees may access Microsoft 365 from personal laptops, phones and tablets.

The business may not know:

  • Who else uses the device
  • Whether it is encrypted
  • Whether it receives updates
  • Whether it contains malware
  • Whether company documents are being downloaded
  • Whether passwords are being saved
  • What happens to company information when the employee leaves

During 2026–2027, SMEs should make a deliberate decision about bring-your-own-device access.

Possible approaches include:

  • Blocking access from personal computer
  • Requiring company-managed and compliant devices
  • Allowing limited browser access without downloads
  • Protecting company information within approved mobile applications
  • Providing virtual desktop access
  • Supplying company equipment to employees who work remotely

The strictest policy is not always the correct policy.

The business should balance risk with the way employees genuinely need to work.

What should be avoided is unrestricted access caused by the absence of any policy.

Strengthen your cyber security foundations

Cyber security will remain a major concern during 2026 and 2027.

Increasing use of cloud services, remote access, AI and third-party applications creates more opportunities for both legitimate work and criminal abuse.

The basics remain extremely important.

Every SME should review:

  • Multifactor authentication
  • Administrator access
  • Software updates
  • Email security
  • Endpoint protection
  • Firewalls
  • Backups
  • Employee training
  • Security monitoring
  • Incident response
  • Supplier access
  • Personal devices

The NCSC’s small-organisation guidance focuses on protecting accounts and devices, maintaining backups and helping employees recognise scams.

Cyber Essentials can provide a recognised baseline covering firewalls, secure configuration, security update management, user access control and malware protection. The current Cyber Essentials requirements were updated to version 3.3 from 27 April 2026.

The goal should not be to pass an assessment once and then forget about security.

The business should maintain the controls throughout the year as employees, applications and devices change.

Monitor security rather than only installing products

Many SMEs already have antivirus software, email filtering and firewall protection.

The important question is:

Who is watching the alerts?

A security product may identify:

  • Malware
  • An unusual Microsoft 365 login
  • A suspicious PowerShell command
  • A new administrator account
  • A large number of file changes
  • An employee approving an unexpected sign-in
  • A device communicating with a malicious address
  • Attempts to disable security protection

If nobody investigates the alert, the attacker may still have time to continue.

Cyber attacks can happen overnight, during weekends or while internal staff are unavailable.

Businesses should understand:

  • Which alerts are monitored
  • Who receives them
  • Whether monitoring operates outside office hours
  • How quickly serious incidents are investigated
  • Which actions can be taken
  • Who is contacted during an emergency

For some SMEs, a managed detection and response service may be more practical than attempting to operate an internal security team.

Protect and test your backups

Backups are essential, but simply receiving a successful backup email does not prove that the business can recover.

During 2026–2027, backup reviews should consider:

  • Servers
  • Microsoft 365
  • Cloud applications
  • Databases
  • Websites
  • Employee computers
  • Business-critical configurations

The business should know:

  • What is being backed up
  • How frequently it is protected
  • How long recovery points are retained
  • Who can delete backups
  • Whether backup administration uses MFA
  • Whether attackers can reach the backup system
  • How long a full restoration will take
  • When recovery was last tested

Ransomware groups may attempt to delete backups before encrypting the main systems.

The backup environment should therefore use separate administration, restricted permissions and protected or immutable recovery points where appropriate.

A practical recovery test should include restoring real data or systems and confirming that employees can use them.

Backup should be supported by a disaster recovery plan explaining which systems must return first and how the business will continue operating.

Improve internet and network resilience

Cloud applications, Teams calls, remote working and VoIP telephones all depend on reliable connectivity.

A slow or unstable internet connection can affect the whole organisation.

Ofcom continues to publish updated information on fixed and mobile coverage as full-fibre and mobile networks develop across the UK. Its Spring 2026 Connected Nations update provides a current snapshot of UK broadband and mobile availability.

SMEs should periodically review whether better connectivity has become available at their locations.

Questions to consider include:

  • Is the current internet connection still suitable?
  • Is full fibre available?
  • Is the upload speed sufficient?
  • Does the business depend on one connection?
  • Is a backup connection required?
  • Can the firewall automatically fail over?
  • Is Wi-Fi coverage consistent?
  • Are business and guest networks separated?
  • Is network equipment still supported?
  • Can remote workers connect reliably?

The cheapest broadband service may not be the best value when a failure prevents the entire company from working.

A secondary connection using another provider or mobile network may reduce the impact of a primary service outage.

Use cloud services deliberately

Cloud services can improve flexibility and reduce dependence on one office or server.

However, moving everything to the cloud is not automatically the correct answer.

Each system should be assessed according to:

  • Performance requirements
  • Security
  • Availability
  • Cost
  • Internet dependency
  • Integration
  • Data location
  • Backup and recovery
  • Supplier support
  • Exit arrangements

A cloud application with poor support, limited backups or no practical export process may create a different type of risk.

Before purchasing a cloud service, ask:

  • Who owns the data?
  • Can we export it?
  • What happens if the supplier closes?
  • Is MFA supported?
  • Can access be restricted?
  • Are activity logs available?
  • How is the service backed up?
  • How quickly can deleted information be recovered?
  • Does it integrate with our existing systems?

Cloud adoption should simplify the business rather than create an uncontrolled collection of unrelated subscriptions.

Standardise employee onboarding and offboarding

New and departing employees can create a surprising amount of IT work.

A structured onboarding process can make sure every employee receives:

  • The correct computer
  • The correct Microsoft 365 licence
  • Appropriate application access
  • Security policies
  • Shared-folder access
  • Telephone access
  • Multifactor authentication
  • Required training
  • Approved equipment

Offboarding should include:

  • Blocking accounts
  • Revoking active sessions
  • Removing administrator access
  • Recovering company devices
  • Transferring files and mailboxes
  • Removing application access
  • Removing shared password access
  • Checking mobile devices
  • Reviewing customer and supplier systems

Automation can be used for parts of these processes, but there should still be a named person approving the access being granted or removed.

Standardisation reduces the chance that an employee receives excessive permissions or retains access after leaving.

Improve employee training

Technology provides limited value if employees do not know how to use it.

Training should not be limited to showing people where to click during their first week.

Employees may need ongoing assistance with:

  • Microsoft Teams
  • SharePoint
  • OneDrive
  • AI tools
  • Password management
  • Cyber security
  • Remote working
  • Approved file sharing
  • Reporting suspicious emails
  • New business applications

Short, task-focused sessions are often more useful than a long general presentation.

For example:

  • How to collaborate on a document without emailing attachments
  • How to find the correct version of a file
  • How to use Copilot to prepare a meeting summary
  • How to report a phishing email
  • How to securely share a file with a customer
  • How to access company information from a mobile device

The organisation should also identify employees who are struggling silently.

Some people create inefficient workarounds because they do not know that a better option already exists.

Measure whether IT support is working

IT support should be measured by more than the number of tickets closed.

Useful information may include:

  • First-response times
  • Resolution times
  • Reopened requests
  • Recurring problems
  • Employee satisfaction
  • Number of devices missing updates
  • Backup failures
  • Security incidents
  • Age of equipment
  • Microsoft 365 adoption
  • Time lost to repeated issues

A provider may close a large number of tickets while employees continue to experience the same underlying problem.

Recurring issues should lead to a permanent improvement.

For example:

  • Repeated Wi-Fi complaints may require a survey and new access points.
  • Regular password lockouts may indicate an authentication problem.
  • Constant laptop performance issues may mean the devices need replacing.
  • Repeated permission requests may indicate a poorly designed file structure.

At Hamilton Group, we aim to make first contact on IT support requests within 15 minutes.

A quick first response gives employees confidence that their problem has been received. The wider objective should still be to resolve the issue correctly, communicate clearly and prevent it from returning.

Create an equipment lifecycle plan

Computers should not be replaced only after they fail.

An equipment lifecycle plan should record:

  • Device age
  • Warranty status
  • Windows 11 compatibility
  • Performance
  • Repair history
  • Security status
  • Expected replacement date
  • Assigned employee

This allows the business to budget for replacements and identify devices creating excessive support work.

Different employees may need different equipment.

A finance employee using large spreadsheets may require more memory than somebody mainly using email. A designer or engineer may require a specialist graphics device, while a remote employee may need better battery life and mobile connectivity.

Purchasing the cheapest computer for every employee can create additional costs through lost productivity and shorter replacement cycles.

Use IT data to make better decisions

Modern management platforms collect useful information about devices, security, support and application usage.

SMEs should use this data to answer questions such as:

  • Which computers generate the most support requests?
  • Which applications are rarely used?
  • Which departments experience the most downtime?
  • Which users regularly encounter storage problems?
  • Which devices are missing updates?
  • Which licences are unused?
  • Which security recommendations remain incomplete?
    Which business processes create the most manual work?

Tehnology decisions should be supported by evidence rather than being based entirely on the latest problem.

For example, support data may show that replacing five unreliable laptops would provide greater value than purchasing another software platform.

Build a 12-to-24-month technology roadmap

Businesses often make IT decisions only when something fails or a contract is about to renew.

This can lead to rushed purchases and unexpected costs.

A technology roadmap should look ahead across 2026 and 2027 and record:

  • Device replacements
  • Licence renewals
  • Windows 11 migrations
  • Microsoft 365 improvements
  • Cyber Essentials certification
  • Security projects
  • Backup improvements
  • Internet upgrades
  • Office moves
  • Cloud migrations
  • AI and automation projects
  • Employee training
  • Budget requirements

Each project should include:

  • Business reason
  • Expected benefit
  • Estimated cost
  • Risks
  • Dependencies
  • Target date
  • Person responsible

The roadmap should be reviewed regularly as the business changes.

Technology planning is most effective when it supports commercial priorities.

For example, if the business intends to recruit remote employees, the roadmap may need to include device management, secure access, cloud applications and improved onboarding.

Decide what should be managed internally or outsourced

An SME does not necessarily need to employ specialists in every area of technology.

The business may choose to manage some systems internally and outsource others.

An MSP can help with:

  • Day-to-day employee support
  • Microsoft 365
  • Device management
  • Cyber security
  • Monitoring
  • Backups
  • Networks
  • Projects
  • Technology planning

An existing internal IT employee may retain responsibility for:

  • Specialist business applications
  • Internal projects
  • Relationships with departments
  • Technology strategy
  • On-site requirements

This is known as co-managed IT.

The right model depends on the size and complexity of the organisation.

The main requirement is that responsibilities are clear.

The business should know:

  • Who manages each system
  • Who monitors alerts
  • Who approves changes
  • Who responds outside normal hours
  • Who owns documentation
  • Who is responsible for recovery

Tasks should not remain incomplete because the internal team assumes the provider is handling them while the provider assumes they belong to the business.

What should SMEs prioritise in 2026–2027?

A practical priority list could include:

  • Identify and replace unsupported technology.
  • Review Microsoft 365 licences and unused subscriptions.
  • Select two or three realistic AI use cases.
  • Create an approved AI usage policy.
  • Automate one repetitive business process.
  • Enrol company devices into central management.
  • Restrict access from unmanaged personal devices.
  • Review administrator permissions and MFA.
  • Test backups and disaster recovery.
  • Review internet and network resilience.
  • Improve employee technology training.
  • Create a 12-to-24-month IT roadmap.

Trying to complete everything at once may create disruption and make it difficult to measure results.

Start with the improvements that address the greatest business risk or save the most employee time.

How can Hamilton Group help?

At Hamilton Group, we help SMEs improve productivity, reduce cyber risk and make better use of their existing technology.

We can assist with:

We can review your existing environment and help answer questions such as:

  • Are we receiving value from our Microsoft 365 licences?
  • Which tasks could be automated?
  • Where could AI save employees time?
  • Are unsupported devices still being used?
  • Can personal devices access company information?
  • Are our backups protected and tested?
  • Which technology should we replace during the next two years?
  • Are recurring IT problems affecting productivity?
  • Is our cyber security suitable for the way we now work?

At Hamilton Group, we aim to make first contact on IT support requests within 15 minutes, while also helping customers move beyond reactive support and create a long-term technology strategy.

The businesses that get the most from IT during 2026 and 2027 will not necessarily be the ones that spend the most.

They will be the businesses that understand what they already have, use it effectively and invest in improvements that solve genuine commercial problems.

Contact Hamilton Group to arrange a review of your technology, Microsoft 365, cyber security and future IT plans.

Call us on 0330 043 0069 or book an appointment with one of our experts.

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