Steve Morgan of Syniad IT is at the vanguard of connecting IT with strategic business outcomes. Here he shares his current ITSM challenges, the trends we should follow and what has inspired his career.

SITS Insight
What’s the single biggest challenge in your work?

Steve Morgan (SM)
Making change stick.  It’s easy to define future state processes, operating models, ways of working, etc.  However, the hard bit is actually moving an organisation to work in new ways.  Every organisation is different, so there’s no “cookie-cutter” approach that works for everyone.  So, coming up with new and innovative ways of embedding change is the toughest challenge – but I love it!

SITS Insight
What tips would you give service desk and IT support professionals looking to drive their IT services forward?

SM

Don’t align to one single framework or approach such as ITIL, DevOps, etc.  All of these frameworks are ingredients in your operating model recipe.  The trick is knowing how to blend them to form the right approach for your organisation.

SITS Insight
What’s one emerging trend or research that anyone working in your field should know?

SM
I think the most exciting thing I’ve seen is VeriSM.  This is a new approach which looks to blend the various frameworks and standards; ITIL, SIAM, DevOps, etc., and help organisations come up with the most optimised operating model for their organisation

SITS Insight
What are the key points you covered in your seminar session at SITS18?

SM
I presented with one of our most prestigious customers; Parliamentary Digital Services.  We talked about how we transformed their hardware asset management process, which ultimately improved the speed with which it was possible to deliver new hardware to members of the House of Commons and House of Lords.  We’ll be covered how we designed the future state model, the challenges we experienced, and where we’ve got to now.

SITS Insight
How did you get into the IT profession (or IT support)?

SM
By accident!  I was a clerk in a Nat West branch for 5 years are leaving school.  The IT department was looking for volunteers to help with a new rollout of computers to branches.  IT had always been my passion and my hobby, so I volunteered.  Next thing I knew, I was leading major refresh programmes, and ultimately landed a role in IT as a service manager.  The rest is history!

SITS Insight
What is one common misconception about the industry you would like to change?

SM
That it is a male-dominated industry.  I’d love to see greater equality between men and women.  Some of the most influential people I have worked for have been women.   They bring a new perspective and challenge established ways of working.

SITS Insight
Who has inspired you most in the industry?

SM
That’s easy.  I had the honour of working alongside Vernon Lloyd, one of the pioneers of ITIL.  I delivered my first ITIL Foundation training course alongside Vernon, he taught me so much about understanding IT service management principles, interpreting them and applying them.  The man is a legend and I’ll never forget how nervous I was delivering that first course under his gaze!

Author Bio:
James West

James West

Editor, SITS Insight

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