Technology won’t improve customer relationships, conduct research, or run a business - but it will make these things easier (or at least, it should). And when IT services are designed with the user experience at their core, they unlock uncover a whole lot of hidden potential – for people and performance alike.
The real value of managed services isn’t in the tech - but in how people use it
Every business works with technology, but not every business makes it work for them.
A lot of the time, systems are chosen for their features, not their fit, and processes are designed around platforms instead of people. This kind of approach almost always creates a poor IT experience, causing user adoption to dive – and leaving leadership wondering where their ROI is.
It’s why managed IT services need to go beyond uptime and focus instead on the experience they deliver.
Good IT should fit around people, not force people to fit around IT. Really good IT feels effortless - the kind you barely notice because everything just works.
When it doesn’t, you end up with clever systems that no one wants to use.
A great IT experience makes the user forget IT exists (almost)
Technology is best when it’s invisible. When it’s in the background, so quick, so quiet, so reliable, that people forget it’s even there. That’s what a great user experience feels like in IT - less friction and more flow.
It’s the difference between systems that people tolerate and technology they trust.
And that difference shows up everywhere - in better decisions, happier teams, and sky-high user adoption.
People-centred IT starts with understanding how work really happens
Building IT around people isn’t complicated – but it does take curiosity, and constant attention.
How do users feel about the IT services or systems in place? Are there any gaps in the IT experience? What is it people really need from their IT?
Details really matter, because a business isn’t built on one type of user. An MSP needs to think about the flow of IT for all users, teams, and departments.
When working with a client, we make sure to understand how people work across their full value chain and deliver continuous improvements that enhance IT experience for every user. That’s what value chain-led IT services do - evolve around your organisation – not the other way around – helping your business work better, together.
The ripple effect of getting it right
Traditionally, IT service providers have focused on technical outputs - response times, tickets volumes, resolution rates. That’s fine, but it’s quite a low bar.
To get things right, MSPs need to shift this focus, from outputs to outcomes. From the IT itself to the IT experience.
If they want to deliver IT services that put people first, they should think about blending XLAs with SLAs, measuring how people feel about IT – the user experience, the impact, and the value for the business as a result.
When IT works for people, the user experience improves, and everything else follows. Productivity grows. Teams get stronger. Better decisions lead to better opportunities (and even better outcomes).
Managed services built this way don’t just keep the lights on - they help the whole organisation move forward.
Value chain-led managed services - built for people, designed for progress
At 848, we call this value chain-led IT - a continuous improvement approach and managed services model that starts with people - and builds outward. It’s about IT that helps your organisation run the way it should: connected, considered, and human.
Because great managed services don’t just manage IT - they make it work better for everyone.
Managed services that unlock value, month after month
Want to see what your business could look like if IT was designed for people? Book a free consultation – we’d love to show you what value chain-led IT can do.
