Combining products and service teams: The ITIL Product & Service Lifecycle Model
Runshaw College is proud to be featured by ITIL and PeopleCert as a real‑world example of how modern digital services should work.
By bringing product and service teams together under a shared lifecycle model, we have improved collaboration, reduced duplication and delivered smoother, more reliable digital experiences for staff and students. Even before its appearance in the latest version of ITIL, Alex Harding (Head of IT Services here at Runshaw) and his team had the opportunity to adopt the model as part of a wholesale change at the college.
Alex added, “All of our digital product and service teams came together in what we call IT services, and we started by mapping our customer journeys end to end. We identified three customer personas as a result, and identified what they needed from both our products and our services, which allowed us to see where the overlaps and gaps were. With the right people in the same room, including developers, service desk analysts, and infrastructure engineers, the teams recognised their shared end goals, leading to lots of great synergy”.
This recognition reflects our commitment to best practice, thoughtful innovation and a culture where people work together to deliver real value.
Click here to read the full story on ITIL. You can also follow our IT Service Desk team on LinkedIn by clicking here.
Published by: MU
