IT operations keep the digital world turning. Every system, every app, and every tool employees rely on to do their jobs exists because of two key pillars: Build and Run.
Think of it like building and maintaining a house. The Build phase is when you design and construct everything—the walls, the plumbing, the wiring. Then, once the house is ready, the Run phase takes over—keeping everything functioning, fixing leaks, upgrading appliances, and making sure it’s comfortable to live in.
In IT, the concept is exactly the same.
Build teams focus on creating and implementing technology, while Run teams make sure those systems stay up and running. Both sides have to work together, or things fall apart.
In this guide, we’ll break down these two pillars, explain how they work, and show you why they’re both essential for keeping IT operations smooth, scalable, and stress-free.
What Does the Build Team Do?
Before employees can submit a request for IT help, before internal support teams can respond, and before any system can function—someone has to build it.
What Happens in the Build Phase?
The Build phase includes:
- Planning and Designing IT Systems – IT teams work with leadership to figure out exactly what technology the company needs.
- Developing and Implementing Solutions – This is where the magic happens: new applications, networks, security measures, and integrations come to life.
- Testing and Optimizing – Nothing gets deployed without rigorous testing to ensure it meets performance and security requirements.
- Automating Where Possible – Automation is key to making IT operations more efficient and scalable. The Build team makes sure systems can run with minimal manual effort.
Who’s in Charge of Building?
The Build team includes a mix of tech-savvy problem-solvers:
- IT Architects – Plan out the long-term technology roadmap.
- Developers and Engineers – Design and develop the systems employees use every day.
- Security Experts – Make sure everything is protected from cyber threats.
- Project Managers – Keep things on track and ensure deadlines are met.
A well-organized Build team doesn’t just create technology—they lay the groundwork for an IT environment that can grow, adapt, and support business needs over time.
By designing systems with scalability and maintainability in mind, they ensure that future expansions, updates, and integrations can happen seamlessly. When done right, this makes life easier for Run teams, who won’t have to constantly fire-fight unexpected issues or overhaul outdated systems. Instead, they can focus on optimizing performance and delivering consistent, reliable internal support.
What Does the Run Team Do?
Once IT systems are up and running, they need constant attention.
What Happens in the Run Phase?
The Run phase focuses on:
- Keeping Systems Online – Monitoring system health and making sure employees can work without interruptions.
- Handling Service Requests from Employees – When employees need access to tools, password resets, or troubleshooting help, the Run team steps in.
- Fixing Issues Before They Become Problems – Proactive maintenance means fewer outages and faster fixes.
- Security and Compliance – Regular updates and patches ensure systems remain secure and meet compliance standards.
Who Runs the Run Phase?
A strong Run team is made up of dedicated problem-solvers:
- IT Admins and System Engineers – Handle infrastructure, performance tuning, and troubleshooting.
- Internal Support Teams – Provide frontline help to employees.
- Security Analysts – Keep systems safe from cyber threats.
- Operations Managers – Oversee IT performance and look for ways to improve.
The Run team plays a crucial role in keeping IT systems fast, reliable, and efficient.
They monitor performance, address technical issues before they escalate, and ensure that employees have seamless access to the tools they need. Whether it's troubleshooting, optimizing system configurations, or rolling out critical updates, the Run team ensures that IT operations stay smooth and disruptions are minimized.
By taking a proactive approach, they help employees stay focused on their tasks without getting bogged down by technical hiccups.
Why Build and Run Need to Work Together
Build and Run teams can’t operate in silos.
If the Build team launches new software without considering how it will be maintained, the Run team ends up stuck with unstable, buggy systems. On the flip side, if the Run team isn’t involved in planning, IT operations become reactive rather than strategic.
Common Challenges Between Build and Run
- Competing Priorities – Build teams want to launch new tools quickly, while Run teams focus on stability.
- Lack of Communication – If the Run team isn’t involved in Build projects, they may struggle to maintain new systems.
- Slow Issue Resolution – When Build and Run aren’t aligned, troubleshooting takes longer than it should.
Best Practices for a Unified Approach
To keep things running smoothly:
- Foster Collaboration – Encourage regular meetings between Build and Run teams.
- Use Shared Tools – Give both teams access to the same monitoring and analytics platforms.
- Automate Handovers – Build teams should document and automate system deployments to make Run’s job easier.
- Adopt a DevOps Mindset – Breaking down silos and ensuring both teams work as one leads to more reliable IT operations.
When Build and Run teams work together, IT becomes more predictable, efficient, and scalable.
How Siit Helps Bridge the Gap Between Build and Run
Managing the balance between Build and Run can be challenging, but that's where Siit steps in. Siit’s AI-powered IT service management platform helps companies streamline their internal operations by enabling a smarter, more connected approach to IT service delivery.
How Siit Supports Build Teams
- Automated Service Request Routing – Build teams can set up workflows that automatically route new project requirements or IT development needs to the right teams.
- Seamless Integrations – Siit connects with HR, identity management, and infrastructure tools, ensuring Build teams have the resources they need to create scalable solutions.
- Knowledge Sharing – AI-powered knowledge bases help Build teams document and share processes, making it easier for Run teams to maintain systems.
How Siit Supports Run Teams
- AI-Powered Employee Support – Siit handles level 1 service requests from employees automatically, reducing the workload on Run teams.
- Automated Workflows – Routine maintenance, system updates, and security patches can be scheduled and tracked within Siit.
- Data-Driven Insights – Siit’s analytics help Run teams monitor system health, identify trends, and optimize IT operations in real time.
By integrating Siit into your IT operations, you bridge the gap between Build and Run, ensuring a smoother, more efficient IT service experience for both teams and the entire organization.
Why a Strong Build and Run Balance Matters
Companies that prioritize both Build and Run see massive benefits. By ensuring a strong collaboration between these two pillars, organizations can create a more agile, resilient IT operation that proactively addresses challenges rather than reacting to them.
- Better System Stability – No more rushed deployments that lead to constant crashes.
- Faster Issue Resolution – Proactive monitoring keeps IT operations running smoothly.
- Less IT Burnout – IT teams aren’t stuck fighting fires 24/7.
- Happier Employees – When IT works seamlessly, employees can focus on their actual jobs.
IT isn’t just about creating great systems—it’s about keeping them great over time.
A system that’s built with the latest technology and best practices can still become a nightmare if it’s not maintained properly. Without ongoing attention, it will quickly become outdated, inefficient, and more of a burden than a solution. That’s why organizations need a long-term strategy—one that ensures IT operations remain stable, adaptable, and capable of supporting evolving business needs.
When IT teams commit to both building and maintaining systems the right way, they create a foundation for sustained success and seamless internal operations.
Bringing It All Together: Build, Run, and IT Success
IT teams don’t just launch software and call it a day—they have to maintain it, improve it, and keep it running at peak performance. Build and Run are two sides of the same coin, and businesses that recognize this see fewer IT headaches, reduced downtime, and better long-term success. Without a clear strategy for both pillars, IT teams end up reactive rather than proactive, constantly fighting fires instead of focusing on growth and innovation.
If you want to improve how your IT team handles Build and Run, start by breaking down silos, improving collaboration, and making sure both teams have a seat at the table. Platforms like Siit can make this process easier by automating workflows, streamlining internal operations, and helping IT teams work smarter, not harder. Siit bridges the gap between Build and Run, ensuring seamless IT service delivery while reducing manual effort.
Want to see it in action?
Try Siit for free with a 14-day trial and experience a more efficient, AI-powered approach to IT service management.
