The year ahead holds significant promise for IT, especially considering the recent upheaval that swept across the field. Enterprises scrambled to address the changes caused by the COVID-19 pandemic, and vendors and service providers pivoted to fill the needs that these shifts created. This report looks at five key areas in IT that will have significant impacts today and in the near future. They are bound together by the need to more closely connect technology to the people who interact with it, shifting technology from an end to a means. Technology must serve new models of work, meld dispersed elements of infrastructure, and inform and enhance customer experience while securing the systems and information that drive it.